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Job summary

Reporting directly to the IT Service Operations Manager, the System Engineer is responsible for delivering effective desktop support to all users. The role involves managing and resolving user requests and incidents in line with ITIL best practices, ensuring timely and efficient service delivery. Additionally, the System Engineer oversees hardware requirements and provides comprehensive technical support across LPUK.

Location: Slough - SL1 4AA (Based onsite Mon to Fri, no remote/no hybrid)

What you will do

• Support the end-to-end operational service delivery to all LPUK customers and users, to ensure quality and consistency of service is provided using best practice service management aligned processes and procedures.
• Support and facilitate the agreed and appropriate measurement and reporting in all aspects of IT Desktop Support, ensuring KPIs and metrics are maintained and aligned with ITIL.
• Follow the daily operation of the desktop support processes to ensure good execution and compliance, identify, and report any incompliance or cross technology process improvement initiatives.
• Ensure that the appropriate incident and problem notification and escalation process and matrices are followed and escalate to a manager where appropriate.
• Monitor the daily operation of the desktop support processes to ensure good execution and compliance, identify, and report any incompliance or cross technology process improvement initiatives.
• Support the IT Service Operations Manager to achieve quality service delivery to customers and users and to ensure there is suitable business prioritisation of incidents and problems.

What we expect of you

• Desktop Support and/or 1st line expertise – ability to support end users directly.
• Excellent verbal and written communication skills. Able to communicate clearly
• and appropriately for a range of audiences. Ability to articulate complex issues
• and recommendations.
• Excellent organizational and time management skills with the ability to prioritize
• work effectively.
• Sound decision making skills and the ability to work under pressure.
• A positive proactive approach to maintaining and improving services.
• Fluent in business English – written and verbal.
• Financial Services’ experience advantageous.
• Degree educated or equivalent experience.
• ITIL v3 or v4 Foundation.
• PRINCE2 Foundation and Practitioner / Agile – Scrum Master desirable.
• Full current driving license required.
• Flexibility to travel and work at other locations where required.
• LeasePlan expects all employees to keep up to date and adhere to LeasePlan
• policies and procedures.
• Experience in working in service delivery teams, desktop support teams, and service desk disciplines.
• Maintaining, and following ITIL processes.
• Maintaining strong and effective relationships with teams, customers, and partners and delivering excellent customer service.
• Working with multiple teams and suppliers to resolve incidents and problems.
• Monitoring and reporting against agreed SLAs, KPIs and delivering BAU objectives.
• Experience in working with offshore service providers.
• Experience of influencing and driving change and improvement.
• Service Transition expertise – ability to support the transition from project/development into application support/BAU.
• Flexible with proven ability to manage multiple tasks, prioritise work effectively and independently, and meet deadlines.

We make technology work so people can do great things.     

CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.      

CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, CDW’s goal is to get to know you as an applicant and understand your experience, strengths, skills, and qualifications. While AI can help you present yourself more clearly and effectively, the essence of your application should be authentically yours. To learn more, please review CDW's AI Applicant Notice.