Service Desk Engineer

As a service desk engineer you will be responsible for support our central office and 66 Holiday Parks.

You will be responsible for 1st and 2nd line support from triage through to resolution.

Main Purpose of Role:

• Provide 1st and 2nd line support to customers.
• Ensure exceptional levels of customer service
• Fix and resolve issues and queries where possible
• Raise monitoring alarms from customer systems via our monitoring software
• Engage with 3rd line teams to seek advice or escalate complex issues.
• Ensure timely resolution of requests in line with agreed SLAs

Key Success Criteria

• Well-organised, hard-working, self-motivated team member.
• Friendly, personable and emphatic
• Excellent written and verbal communication skills
• Comfortable receiving and positively acting upon constructive advice and feedback
• Logical and analytical thinking
• Results driven, taking pride in achieving objectives
• Able to work effectively ensuring customer satisfaction within agreed timelines.
• Comfortable engaging with clients, either remotely or face-face.
• Flexible with changes in shift patterns supporting a 7 day operation
• Experience of Enterprise grade monitoring installation and configuration would be advantageous

Experience

• At least 1 year of experience in a service delivery role is essential
• Experience working with ITIL or an understanding of the framework
• Experience of service desk functions including SLA management
• Proven ability to manage large volume activities, across multiple work streams
• Strong knowledge of Microsoft based operating systems
• Windows Server 2012/2016
• AD/Group Policy
• MS Office
• VMware
• Citrix

At Parkdean Resorts we don’t leave unforgettable moments to chance.
We pitch in, we work hard, and we grow, challenging and inspiring each other to make great things happen every, single, day. We’re the people people, Parkdean people - we’re family, creating amazing memories together.

What we live by & what we look for

Care | we care about our guests, our people and our communities.

Pace | we make great things happen, making the most of every minute.

Difference | we celebrate difference and encourage each other to be ourselves.

Belonging | we’re family, offering a home away from home where people feel safe.

Value | we value all.

Parkdean perks:

• 50% discount on holidays for friends, family & you
• Stand-by breaks available at a discounted rate
• 30% off food & drink
• Clear career pathways, with development & progression
• In house incentives & competitions

Creating amazing memories is in our DNA – is it in yours?