Job Description

About the role...
We are currently looking for an IT Service Desk Engineer to join our IT Service Delivery team based in Walsall.
The IT Service Desk Engineer will ensure the smooth delivery of IT services to our Customer Support Centre, Distribution Centres and Retail Store network.
The role will include working occasional weekends on a rota basis and some travel to other sites.
We uphold three core behaviours that guide all our actions:
Love Our Customers: We strive to delight our customers, listening and responding to their needs because they are our priority.
Care for Our Colleagues: We support each other to foster a workplace where everyone can thrive.
Protect Our Pounds/Euros: We are committed to cost-efficiency and value, ensuring every penny counts.
We reserve the right to close this vacancy early if we receive a high volume of applications for the role. Therefore, if you are interested, please submit your application as early as possible.
Why choose us?

• Professional development: A comprehensive induction plan and the opportunity to complete in-house development programmes to set you up for success or to pursue QUALIFICATION through our apprenticeship programme.
• Bonus Potential: Unlock the possibility of earning additional bonuses, rewarding your hard work and achievements.
• Free On-Site Parking: Enjoy the convenience of free parking, making your daily commute hassle-free.
• Onsite Coffee Lounge: Take advantage of our onsite coffee lounge, a perfect space to relax and recharge during breaks.
• Exclusive Store Discounts: Receive a 10% discount on most in-store purchases, enhancing your shopping experience.
• Family-Friendly Benefits: Our comprehensive benefits are designed to support your and your family's needs.
• My Staff Shop: Gain exclusive discounts through our 'My Staff Shop' portal, saving on various products and services.
• Life Assurance Cover: Enjoy peace of mind with our life assurance cover, securing your family's future.
• Health & Wellbeing Programme: Benefit from an employee assistance programme that supports your health and wellbeing.
• Generous Holiday Allowance: Start with a generous leave entitlement that increases by one day each year (up to 33 days), with the option to buy additional holiday annually. Celebrate your special day off work every year with an extra day's holiday because we believe birthdays are important.
• Pension Scheme: Plan for the future with our contributory pension scheme, helping you save for a secure retirement.

Your Impact and Responsibilities...
As IT Service Desk Engineer, you will:

• Responding to IT service requests and issues received by phone and email from the Customer Support Centre, Distribution Centre and Retail Stores. Triaging requests, diagnosing and resolving problems and escalating complex issues with KPI target levels.
• Support our Incident, Change, and Knowledge Management processes, coordinating efforts to restore service disruptions quickly.
• Contribute to the evolution of the Poundland IT strategy by sharing ideas, piloting new solutions, improving processes and educating colleagues from across the organisation.
• Manage PO requisition process end to end to help manage the IT budget, ensuring we stay within forecasted spend.
• Support our Incident, Change, and Knowledge Management processes, coordinating efforts to restore service disruptions quickly.
• Assist with Problem Management, RCA reporting, trend analysis or managing specific Problem Records.
• Help maintain and monitor the quality of ITSM SOPs, SLA, metrics and Service Catalogues on a regular basis.
• Assist with managing service risks and any escalated IT complaints from the business and liaise with the key stakeholders & Service Providers to ensure regular updates and proactive feedback.

Skills and Knowledge...
We are looking for someone with:

• Previous experience of working with a IT Service Desk Engineer.
• Passionate about providing unparalleled levels of service with strong communication skills to be able to explain solutions to wide range of stakeholders from different business functions.
• A self-starter, with the ability to operate autonomously and quickly understand the complexities the business need and offer support in finding solutions within time, quality and cost constraints.
• Able to prioritise tasks and manage multiple deadlines.
• Excellent Service Management knowledge to be able to manage and challenge IT suppliers.
• Aware of ITIL practices.

About us...
Since our humble beginnings in 1990, Poundland has evolved into a retail powerhouse with over 650 stores and nearly 13,000 dedicated colleagues across the UK and Republic of Ireland. The addition of Dealz in 2011 further solidified our presence, enabling us to reach millions of customers with our unparalleled value offerings.
At Poundland & Dealz, we don't just offer products at unbeatable prices; we cultivate an environment where every colleague can thrive and contribute to our mission of providing amazing value to millions of customers.
Our commitment to excellence, inclusion, and sustainability forms the foundation of our culture, empowering our team members to be the best versions of themselves while making a meaningful impact on the communities we serve. Our behaviours and the hard work, commitment and passion of our wonderful colleagues make it all possible.
We like to keep things simple, so we have just three behaviours that lie at the heart of everything we do and keep us on track. They are Love our customers, Care for our colleagues, and Protect the Pounds and Euros. By living our behaviours every day, we've created a land that is fun, friendly, and full of surprises-a place where our people can truly be the best versions of themselves!
Find out more about our Customer Support Teams...
https://player.vimeo.com/video/810146841?badge=0&autopause=0&player_id=0&app_id=58479

Skills Required