First Line IT Support Engineer - Helpdesk

Full time 37.5 hours per week. £24,000 - £26,000 per annum depending on age and experience Plus non contractual bonus of up to 10% Based at our brand new offices in Hesslewood Office Park, Hessle. We are looking for a First Line IT Support Engineer - Helpdesk to join the John Good Group Central Services IT Team on a permanent basis. Normal working hours are 7.5 hours per day, Monday to Friday to be worked between the hours of 8.30am-5.00pm. Although a degree of flexibility is required on occasions, to ensure an effective service is maintained. The ‘Good’ things you can get: 25 days annual leave plus bank holidaysBirthday day off workContributory pension scheme (up to 8% matched contribution)Life assurance (4x if contributing 4% into the pension)Health cash plan and YuLife membership, with virtual GP and EAPReferral SchemeLong service awards including gifts and increase in annual holiday entitlementEmployee volunteering and matched charitable donationsSocial events such as a family summer BBQ and Christmas partyAn exciting opportunity to be entered into a twice a year draw to “live your dream” with a bucket list activity of your choice paid for by John Good Group!Personal & professional developmentWho are we? John Good Group is a sixth-generation, family business. Winners of the Yorkshire & Humberside Family Awards 2022 for Family Business of the Year and Best Social Impact. Founded on family values, we put our people, planet, and communities at the heart of everything we do. The role As a First Line IT Support Engineer, you will be responsible for providing technical support and advice to approximately 150 users to ensure efficient issue resolution and excellent customer service. You will have the opportunity to support on actively driving quality improvements to our helpdesk processes and have the opportunity to work collaboratively with the broader IT team in support of delivering key strategic projects. Due to the nature of the role and our office locations, you may, on occasion be required to visit other office locations other than Hessle to provide support in person. The role will include: To monitor IT helpdesk tickets, providing support in person and remotely via phone, email, or teams to ensure resolution of issues in line with agreed SLA’s.Actively support quality improvements within the Helpdesk.Work alongside the team and third parties during escalations and manage expectations throughout incident resolution.Help maintain consistent IT helpdesk documentation and SOPs for both routine issues and escalations.Support the team to deliver key strategic IT Projects.About you: Previous experience in IT support is essential with 1-2 years’ experience in IT support (helpdesk/desktop/1st line)Experience of working in-house/onsiteExperience with M365 technologiesPrevious experience in assisting with projectsA real passion for IT Support, strong technical aptitude and eagerness to learnA drive to deliver excellent customer serviceStrong communication skills and the ability to build effective working relationshipsLocated within commutable distance of the Hessle officeAbility on occasion to provide support out of normal office hoursRight to work in the UKOur people are fundamental to our success with a drive deliver quality services to our customers. So, if you have the above qualities and would like to join us please apply attaching your CV with a supporting statement detailing how you meet the above criteria and what attracted you to this position. Diversity We respect and value difference and seek to create an inclusive workplace which promotes and values the diversity of our employees. We believe in promoting an environment where everyone, from any background has access to the opportunities to grow and succeed. Recruitment Agencies Whilst we make every effort to directly source candidates for our live roles, we do have a very small, preferred supplier list on the occasion we may require additional support. We therefore do not accept speculative CVs and/or cold calls to our People Team or Hiring Managers. GDPR John Good Group care about your privacy and we are committed to processing your personal information in accordance with the GDPR Data Privacy Laws. By submitting your CV you are agreeing to your personal data being retained in a secure location for up to 6 months to enable us to match and notify you of suitable opportunities. After this period your information will be confidentially destroyed. Pay: £24,000.00-£26,000.00 per year Benefits: Cycle to work schemeEnhanced maternity leaveFree parkingHealth & wellbeing programmeLife insuranceOn-site parkingPaid volunteer timeReferral programmeWork Location: In person