Service Desk Engineer

Location: Woking, GB

Job Title:                Service Desk Engineer 
Function:                 Business Technology  
Reporting to:              IT Operations Manager 
Date of preparation:        May 2021  


Background
The world around us is experiencing significant change, the greatest in generations.  
At McLaren Applied, we’re accelerating the response to that change. Our vision is that our people and technologies will pioneer a better future.  Our mission is to achieve breakthroughs in performance.
We’re at the cutting edge of innovation in industries including automotive transportation and motorsport. We create solutions that drive efficiency and cost-effectiveness. 
We want to help to reduce the carbon footprint and become more sustainable.  Our focus is on electrification and telemetry, control and analytics.
To deliver efficient lightweight electric powertrain and vehicle development; motorsport solutions that make series more sustainable and efficient; reliable connectivity solutions for transportation and insightful analytics and monitoring of transport fleets.
By applying our expertise, we deliver real benefits and pioneer a better future.
Purpose of the Role

To offer first and second-line support and technical assistance to end users of our software, hardware, or other computer systems, ensuring all issues are recorded and dealt with appropriately, in line with our processes and standards. 

Scope of Role  

  •     Responsible for supporting the end user computing estate including hardware, applications, and peripherals 
  •     Maintaining IT Systems to agreed schedules 
  •     Delivering to ITIL based processes aligned to industry best and/or standard processes. 
  •     Building and maintaining relationships with key business stakeholders and suppliers 
  •     Key Stakeholders: All staff in the McLaren Applied business 

Principal Accountabilities

  •     Triaging and resolving technology related incidents and requests via chat, email, or phone  
  •     End user support for desktop applications, web-based products, laptops, mobile devices, and 
  •     other technologies as required 
  •     Working closely with other technology teams and third parties to ensure tickets have the 
  •     correct ownership and are managed to service level expectation, and are progressed to   
  •     resolution 
  •     Providing on-site and remote desktop support  
  •     Resolution of issues where possible, or assignment and escalation to other teams or external 
  •     support partners as appropriate 
  •     Providing basic on-call support for critical systems 
  •     Processing of new joiners, movers, and leavers service requests  
  •     Goods in and stock management, and request fulfilment  
  •     Routine administration and housekeeping tasks as required within the 
  •     Department e.g. patching 
  •     Assisting with project work and undertaking smaller independent projects when required 
  •     Ensuring IT policies and procedures are current and adhered to during day-to-day work both 
  •     within the department and across the business 
  •     Taking ownership of end user issues with a strong sense of responsibility 
  •     Creating documentation to assist IT, business users and colleagues, and providing training 
  •     Assisting with pro-actively identifying issues and projects, that could improve the resilience and efficiency of all technical systems 

Knowledge, Skills, Qualifications and Experience

  •     Previous experience working in an IT support role 
  •     Experience in providing face to face as well as remote IT support  
  •     Knowledge and experience in M365 products & tools 
  •     Experienced in supporting Windows devices 
  •     Supporting Mac devices is beneficial 
  •     Previous working experience of Active Directory 
  •     Mobile device support: iOS and/or Android  
  •     Basic networking comprehension (DHCP, DNS, Ipconfig, etc) 
  •     Experience of using ITSM platforms 
  •     Excellent verbal communications skills. Approachable, friendly, organised and goal oriented 
  •     Good written communication, able to quickly record details of problems and solutions as they arise 
  •     Able to provide clear, concise written analysis and reports  
  •     Good prioritisation and time management, able to balance competing issues to ensure the right issues are addressed first 


Values and Behaviours

You will be a key representative of McLaren Technology Group’s Values and Behaviours, the framework of which can be found here.

All employees must ensure compliance with the Company Health and Safety Policy, and all relevant other statutory Health and Safety legislation.

This job description may not detail all duties allocated to the post holder, nor cover duties of a similar nature which are commensurate with the role, which may from time to time be reasonably required by the relevant manager.
McLaren Applied are committed to Diversity, Equality and Inclusion (DEI) and promote DEI in all we do.