Harwoods Group is an automotive retailer representing prestigious car Brands - Aston Martin, Audi, Bentley, BMW Service, Jaguar and Land Rover, MAN, McLaren, and most recent addition, Volvo.  We have a total of 30 businesses providing sales, service and accident repair services across Sussex, Surrey, Kent and Hampshire.

Established since 1931, we are a successful and progressive third generation family owned business.  In 2020 our turnover was over £600m and we now employ over 1000 valued members of staff.  We rank #6 in the Sunday Times ‘Top Track 250’, which league tables the UK’s private companies with a turnover of <£650m and <5,000 staff. 

Our vision is to ‘create memorable experiences’.  In other words, we believe that our role is to ensure our valued customers are offered the best possible experience in their interactions with our company.  We feel it is equally important that our staff are well supported and can deliver these experiences working as one cohesive team.

With 98% of staff scoring positively when asked ‘I am fully committed to doing my best for the company”, we are a safe bet for a job and a career!

JOB PURPOSE

The role of the IT Service Desk – 1st line Support Engineer is to assist the IT support team to be the first point of contact for IT problems both hardware and software, including third party applications and telephony support, for all employees in the Harwoods Group. 

It is expected that this role will be performed in conjunction with a related, ongoing college course (BTEC etc) and is designed to support the employee in their learning and practical experience, whilst allowing them time for college day release where appropriate.

This role is on a shift basis, covering hours from 7am to 6pm Monday to Friday, and, subject to successful completion of training, may involve some weekend cover.

KEY RESPONSIBILITIES

• To ensure customer demand is managed as effectively and efficiently as possible through Ticketing system, inbound phone traffic, client portal and as a result of service days. 
• To be proactive in escalating service issues to the Service Delivery Manager and 2nd/3rd tier specialist or third parties wherever appropriate.  
• To be professional, courteous and respectful in managing customer service and delivery.  
• To work within a team of 1st line support engineers in managing and supporting customer service engagements.  
• Sharing experience, support call investigation, resolution, challenges and success with your colleagues and Service Delivery Manager.  
• To take pride in the services you deliver and the reputation of Harwoods support services.    
• To take ownership in logging all service requests, incidents, problem records and change requests within the Ticketing system.
• Where required access customer documentation, systems and services to investigate service incidents and problems in line with Harwoods services policy and procedure as defined within the staff handbook.  
• Raise deficiencies in process and procedure with Service Delivery Manager as soon practicably possible.  
• To follow the ITIL aligned Service Desk best practices documentation for ticket management. 

ACTIVITIES/TECHNOLOGY COVERED 

• Telephony issues  
• Hardware builds
• Printer support – as agreed with customer, hand off to third party
• 1st line hardware support – checking performance of hardware and resolving simple issues
• 1st line software support – primarily around Windows 10.