Deskside Engineer

Store Support Centre - Coventry Ansty Park

Competitive plus benefits

Permanent - Full Time

31 March 2017

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Deskside Engineer

In a nutshell

To deliver IT support to all SSC users across the Sainsbury’s estate, providing excellent customer service and a single point of contact. To resolve incidents wherever possible at first point of contact within the agreed operational framework of policies and processes, minimising impact to the colleague.

What I need to do

  • Shows an enthusiasm to learn and take on any challenges 
  • Interest in problem solving with analytical skills
  • Assist other Deskside engineers where required
  • Likes to keep up to date with the latest technology
  • Maintain adequate equipment stock levels where necessary
  • Be able to work on his/her own initiative
  • Carry out routine daily checks
  • Assist with and provide support/troubleshooting on end user devices
  • Provide SSC colleagues with an onsite D&T reference point.
  • Maintain, upgrade and support all onsite end user hardware.
  • Provide onsite technical support for VIP related incidents and requests.
  • Assist with the supported services to meet and strive to exceed SLA’s and KPI’s.
  • Willingly share knowledge with peers ensuring that all services are delivered efficiently and colleagues are motivated and helped to continually improve their competencies.
  • Work carefully and responsibly on assigned tasks within the holder’s competence and make known to the Team Leader if any assigned work falls outside their current competence before attempting it.
  • Ensure changes are thoroughly planned and executed (tasks, risk analysis, regression plans, configuration management). 
  • Ensure security policies and processes are adhered to.
  • Produce all necessary documentation when undertaking work. (Author/edit Standard Operating Procedures and Problem Determination Guides, maintain configuration records).
  • Ensure Asset Management procedures are applied (hardware and software).
  • Deputise for Deskside Engineer on an occasional basis.
  • Show an interest in working with third parties involved in delivery of services within the remit of the job holder’s section, promoting high quality work.
  • Ensure activity time is recorded promptly, accurately and in the appropriate way.
  • Work with third parties involved in delivery of services within the remit of the job holder’s section, promoting high quality work.

How I will succeed

  • Excellent feedback from customers.
  • Talkback 360 degree feedback from colleagues.
  • Meets or exceeds KPIs set within the team.
  • Resolution of problems logs/requests/project work, delivered to a high standard.
  • Display embodiment of Sainsbury’s Company Values when performing the role. 

What I need to know 

  • Proven experience working in a customer services environment
  • Interest in IT and a passion for customer service
  • Ability to prioritise workload
  • Exceptional interpersonal written and verbal communication skills
  • Good team working skills
  • Proven analytical and problem solving skills
  • Ability to work effectively under pressure
  • Understands the importance of giving good customer service & strives for continued improvement
  • With direction takes responsibility for resolving issues and ensures it's aligned with team objectives
  • Communicate effectively with anyone in any environment, e.g. able to translate complex / technical issues to meet the audience's competency level
  • Looks for new ideas/opportunities to help make improvements and suggests these to the appropriate individual(s)

What I need to show

  • Onsite D&T support team understanding and work ethic.
  • Adequate current knowledge in the subjects of the role.
  • Excellent customer service manner.
  • Ability to work consistently to defined processes and instructions.
  • Ability to work on own un-supervised
  • Ability to communicate well using spoken and written word.
  • General knowledge and understanding of IT concepts
  • Recognises the importance of the customer through gaining feedback and using it as a basis for decision making. Shares key findings with colleagues and great stories of exceptional customer service.
  • Takes responsibility, owns the issue and resolves it through identifying and working with the relevant individuals.
  • Reflects constructively and remains positive when faced with setbacks and continues to work towards a solution.
  • Takes advantage of every opportunity to communicate relevant information remaining mindful of the audience (e.g. translates technical issues to meet the audience's competency level.

Resources available to me

  • Senior Deskside Engineer, Deskside Engineer & Team Lead
  • 3rd party service providers (as appropriate).

What decisions I can make

  • Looks for new ideas/opportunities to help make improvements and suggests these to the appropriate individual(s)
  • With direction take responsibility for resolving issues and ensures it's aligned with team objectives

*LI-NS1

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