About Dalkia in the UK

Jointly owned by EDF and Dalkia, we are a leading technical services group operating nationwide in the UK. Housing key expertise under one roof, we provide specialist technical services in technical facilities management, mechanical and electrical engineering, energy performance contracting and systems integration and digital services.

We leverage the strength of our Group, without losing the personability of a smaller business. We are a people-first culture. In fact, our customers tell us that we build the best people and customer relationships in the business.

With an annual turnover of over c.£600m, c. 4,500 employees and a diverse and inclusive ethos, we are proud to attract great talent, nurturing and inducting our people who embed the Dalkia DNA and apply an innovative mindset across all customer engagements.

With c. 100 employees, the Dalkia Group Centre has HR, Finance, Legal, IT, QSHE and Communications teams supporting our business unit colleagues in these specialisms. We provide technical expertise, governance, policy, guidance and support to the business units to provide a high-quality service to their own people and their clients. Roles in the centre work closely with Executive team to shape and deliver our strategic goals but also partner with the business functions to embed the values, behaviours and strategic ambitions.

The Role

Working closely with the wider IT team, you will provide technical support, solve complex user problems and answer queries relating to laptops, peripherals, mobile devices, office software, email and IM/voice/video communications etc. As the Service Desk technician, the successful candidate will demonstrate strong communication and problem-solving skills and will be able to effectively manage their time to deliver on competing priorities. Excellent customer service skills are a must in this role. This is a great opportunity for an ambitious and enthusiastic candidate to progress their career in IT support.

We have positions available in: Nottingham, Birmingham, Manchester and Glasgow

Aims and Objectives

• To provide an efficient and customer focused 1^st line IT support service to Dalkia UK Employees
• Support the Service Desk Leads to provide excellent customer service, assist more junior team members when required.

Key Responsibilities and Accountabilities

• Review, prioritise and respond to Service Desk tickets in accordance with defined SLA’s
• Make sure calls and phones are covered and supported at all times, manage as a team collectively.
• Quickly escalate issues to Service Desk Team Leads and Management Team.
• Lead colleagues with administration, troubleshooting and security functions in all areas of IT.
• Perform other IT-related duties as directed by the Service Desk Team leads or the IT management Team.
• Active Directory-user accounts and maintenance of security groups, starters, leavers and movers.
• Assist with the development of the Service Desk (ITSM) platform (FreshService) if required.
• Monitor the service desk queues and oversee all ticket queues where required on the service desk/end user related.
• Suggest improvement to processes and procedures associated with the deployment and management of IT equipment.
• Maintain IT equipment stock levels if required.
• Contribute to and maintain internal and processes and documentation.
• Contribute to the IT Knowledgebase to improve IT knowledge transfer/User self help via the IT Portal.
• Carry-out ad-hoc administrative duties as required.
• Assist in the implementation of new ITIL based processes and their administration.

Qualifications, Experience, Knowledge and Skills

Essential

• At least 2 years’ experience in a similar role as an IT Service Desk Technician, in organisation of >2000 IT users
• Hands-on knowledge of supporting and administering Microsoft end user products, e.g. Office 365/Win 10/11.
• Experience of IT systems user administration e.g. Active Directory
• Able to troubleshoot and solve complex problems relating to network, PC, laptop, printer and mobile device equipment.
• Excellent Customer Services skills.
• Solid experience of using of Service Desk Management Systems.
• Experience of a multi-tasking environment, able to prioritise workload.
• GCSE (or ‘O’ Level equivalent) passes in Maths and English or recognised equivalent.
• High degree of attention to detail and numerate.
• Excellent organisation and administration skills.
• Able to operate within structured systems provided by 3^rd Airtime network operators etc.
• Possess a proven interest in IT, specifically focused on IT Support
• Excellent team worker
• Ability to Support the team leads when required.
• Experience of remote support Tools (TeamViewer/LogmeIn).

Desirable

• ‘A’ Level passes or recognised equivalent;
• ITIL Foundation certified or Exposure to ITIL processes or experience of working within an organisation who use ITIL

What’s in it for you?

• We pay for professional memberships relevant to your role and invest in our people’s professional development
• Pension Scheme
• Private Health Insurance
• 4 x Salary Life Assurance
• 25 Days Holiday (increasing on service) PLUS Bank holidays
• Cycle to work scheme
• An electric vehicle scheme – where we help you lease an electric vehicle for a fixed monthly cost.

At Dalkia, we are committed to equity, diversity, and inclusion. We ensure that every applicant is treated fairly and respectfully throughout our selection process. If you require any adjustments, please inform us in confidence. Our talent acquisition team is here to assist you.