We are seeking an experienced Service Desk Specialist to join our team at Wabtec UK based in Birkenhead where we support our customers through maintenance and operation optimisation with customised solutions for spare parts, repair, and overhaul activities on existing trains.
Role: Service Desk Specialist
Hours: Monday to Friday 08:00am to 16:30pm and Friday 08:00am to 13:00pm
How will you make a difference?
As a Service Desk Specialist, you will play a crucial role in ensuring the integrity and reliability of our client computing environment while providing top‑notch support to our users. This role will contribute to the seamless functioning of our technology landscape by providing both first and second level support. Collaborating with other teams, particularly Service Desk Leads, will be vital to address client and site‑related challenges.
Responsibilities
- The Service Desk Specialist will utilise critical thinking and adhere to standard operating procedures to effectively resolve IT support issues and tickets.
- Identify and provide computer hardware, software, and various services in line with Service Level Agreements.
- Thoroughly document hardware failures, installations, repairs, and removals in the Service Desk system.
- Contribute to Service Desk support during acquisition integrations.
- Manage and support ongoing Anti‑virus and SCCM implementations to ensure system security.
- Maintain accurate IT inventory documentation and manage IT stock using the Configuration Management Data Base (CMDB) within the Service Desk system.
- Participate in the operations and monitoring of the IT environment.
- Undertake tasks related to the PC lifecycle: Install, Move, Add, Change, Refresh, Stock, Dispose.
- Configure, troubleshoot, and maintain phones, network printers, scanners, and MFUs.
- Resolve backlogs for incidents and SRs, keeping end users informed of progress and conducting root cause analysis.
- Obtain necessary approvals and procure hardware and software when required.
- Provide on‑site support as requested.
Qualifications
- Bachelor’s degree or equivalent in a relevant discipline or a combination of relevant experience and certifications.
- Proficiency in Windows 7/10 administration and usage.
- Excellent understanding of PC Desktop/Laptop hardware.
Experience in supporting Audio/Video equipment.
Familiarity with ITIL Foundations.
Strong knowledge of TCP/IP networking is desirable (ICND1 certification preferred).
Legal authorisation to work in the UK is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
We’re proud to be an Equal Opportunity Employer. We welcome talent of all backgrounds, experiences, and identities, including race, gender, age, disability, veteran status and more.
Need accommodation? Just let us know – we’ve got you.
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