About Dormole Ltd- www.dormole.net
Dormole Limited is a privately owned company incorporated in 1974.
The Company has grown through the development of several subsidiary companies which primarily specialise in the development and distribution of tools and associated products.
These companies include Toolbank UK, Olympia Tools UK, Galleon Fixings, Harrison & Clough, Forgefix, Faithfull Tools, Rollins, Home Hardware Distribution, Toolbank Ireland & Tucks Fasteners Ireland.
The core philosophy of the Company is to work closely with our customers, suppliers and staff to develop the business.
Dormole continues to re-invest in the business to ensure that we can provide the best possible levels of service and support to our customers.
Reporting into the IT Service Desk Manager
We are looking for an experienced IT Service Desk Engineer to provide first and second-line IT support across Dormole and its subsidiary businesses.
This is a hands-on support role within Dormole Information Technology, responsible for delivering responsive, professional and customer-focused technical assistance to colleagues and business users. You will help diagnose and resolve incidents, fulfil service requests, support end-user devices and applications, and ensure IT services remain reliable, secure and available.
Working as part of the Service Desk team, you will ensure tickets are logged, prioritised, updated and resolved in line with agreed service levels, while contributing to knowledge sharing, process improvement and the continual development of a high-quality IT support service.
You’ll have a positive, proactive outlook that will help you thrive in the achievement of the following responsibilities:
- Providing first and second-line technical support for incidents, service requests and operational tasks, ensuring a high standard of customer service.
- Diagnosing, troubleshooting and resolving hardware, software, application and user access issues within agreed service levels, escalating complex issues where appropriate.
- Managing assigned workloads effectively, ensuring incidents and requests are prioritised, updated and resolved in line with SLA targets.
- Provisioning, configuring, deploying and supporting end-user devices, software, user accounts and associated IT services.
- Ensuring all tickets are accurately logged, categorised, prioritised and documented within the ITSM platform, maintaining high standards of ticket hygiene and record keeping.
- Following Incident, Request, Change and Problem Management processes in line with organisational standards and ITIL best practice.
- Delivering excellent customer service through timely communication, regular progress updates and effective management of user expectations.
- Contributing to knowledge management by maintaining support documentation, creating knowledge articles and sharing best practice with colleagues.
- Working collaboratively with Service Desk colleagues, wider IT teams, suppliers and project teams to support operational and project delivery activities.
- Experience in an IT Service Desk, technical support or similar end-user support role.
- Strong troubleshooting and problem-solving skills, with the ability to diagnose and resolve technical issues in a timely and professional manner.
- Experience supporting Microsoft Windows, Microsoft 365 and end-user technology environments.
- Good working knowledge of Active Directory, Microsoft Entra ID, Intune, endpoint management and user account administration would be beneficial.
- Confident supporting laptops, desktops, mobile devices, printers, peripherals and common business applications.
- Basic networking and connectivity troubleshooting knowledge, with the ability to support users across a varied technology environment.
- Excellent customer service and communication skills, with the ability to support both technical and non-technical colleagues.
- A team-oriented approach, strong attention to detail and a commitment to maintaining accurate ticket records and support documentation.
- Ability to work effectively under pressure, manage competing priorities and remain focused on delivering a positive user experience.
- CompTIA A+, Microsoft Fundamentals certifications or equivalent experience would be advantageous.
- ITIL Foundation, Microsoft 365 Fundamentals, Azure Fundamentals or CompTIA Network+ certifications would be beneficial.
- A competitive annual salary.
- 33 days holiday including bank holidays.
- Company Pension Scheme with employer contribution starting at 4.5%, increasing with service.
- Life Assurance: 6x salary for pension scheme members and 3x salary for non-pension scheme members.
- Enhanced Maternity, Paternity, Adoption and Neonatal Care Pay.
- Access to a free and confidential 24/7 Employee Assistance Programme and GP consultations.
- Free access to a health and wellbeing app.
- Access to tools and hardware at a discounted rate.
