Service Desk Technician

Provide technical support to team members and occasionally to external customers to help them resolve any software and hardware problems with technology and ensure that an effective solution is provided in a timely manner.

The role is based in-house at our Willand distribution centre. During training and induction, working hours will be 9:00-17:30 after which, hours will be either 8:00-16:30 or 9:00-17:30 subject to the Service Desk team rota.

Main responsibilities:

1. Triage incoming requests to the Service Desk to ensure courteous, timely and effective resolution of end

user issues.

2. Evaluate documented resolutions and analyse trends for ways to prevent future problems.
3. Alert Management to emerging trends in incidents.
4. Assist in software releases and roll-outs and communication to the end users.
5. Document all relevant information, including name, department and nature of problem or issue.
6. Build rapport and elicit problem details from service desk customers.
7. Prioritise and schedule tickets. Escalate (when required) to the appropriate Resolver groups or

Management.

8. Record, track and document the service desk request problem-solving process, including all successful

and unsuccessful decisions made, and actions taken, through to final resolution.

9. Access software updates, drivers, knowledge bases, and FAQ resources to aid in problem resolution.
10. Identify and learn appropriate software and hardware used and supported by the organisation.
11. Perform hands-on fixes at the desktop level, including installing and upgrading software, installing

hardware, implementing file backups, and configuring systems and applications.

12. Test fixes to ensure problem has been adequately resolved.
13. Perform post-resolution follow ups to help requests.
14. Develop help sheets and FAQ lists for end users.
15. Reinforce SLAs to manage end-user expectations.
16. Working with Asset Management and Service Catalogue tools.
17. Flexibility to occasionally work outside of normal working hours as well as in different locations.
18. Take on any other responsibilities or tasks that are within your skills and abilities whenever reasonably

Do you have experience in Windows?, * Knowledge of basic computer hardware.

• Experience with desktop and server operating systems, including Windows 10/11 and Windows

2016/2019/2022 server operating systems.

• Exceptional written and oral communication skills.

• Exceptional documentation skills.

• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.

Desirable

• Previous experience in a similar role.

• Experience with Jira or similar Service Management tools.

• Familiarity with the fundamental principles of ITIL.

With over 30 years' experience, PenCarrie has built a strong reputation as a leading B2B supplier to the garment decoration industry. Based in Willand, Devon, PenCarrie stocks over 3,500 product lines from over 75 of the industry's top brands from promotional t-shirts to high specification outdoor wear. With a primary focus on meeting the needs of customers, PenCarrie delivers not just on choice but on customer service, reliability and the values that make it one of the leading companies in the market. We are a family business employing 300 Team PenCarrie members each of whom is as passionate about the business as the next.