WHO ARE WE? Iconic British brand ghd is a global leader in high end professional hair styling tools and the UK’s number one recommended styling brand. Loved by stylists and consumers, loved by press, and loved by the people that work for the brand Merging science and innovation, with luxury beauty and style; ghd combines cutting edge technologies and beautiful designs to create the most technically advanced hair tools in the world. ghd tools deliver “safer for hair” heat styling that have become an essential part of the daily lives of professional hair stylists and consumers globally. Renowned for game changing innovation and superior performance, at ghd we are on a mission to transform lives with the power of a good hair day LOCATION This role will be based in our Leeds office, and we offer a hybrid working pattern of 3 days in the office and 2 days WFH. ABOUT THIS ROLE We are seeking a 2nd Line Service Desk Engineer who embraces our vision and is keen and confident to deliver results. You will be passionate about providing an exceptional customer experience, with an expectation of aiding, supporting, and advising individuals experiencing technical or operational challenges. Owning the support process from start to finish, whether directly or escalated. This will be supporting mainly the Leeds-based office staff but also as part of the global service desk, supporting the ghd user base across multiple offices, field-based teams, and overseas territories. JOB ROLE AND RESPONSIBILITIES Provide triage services on all inbound service incidents and requests, categorising and prioritising in line with service desk procedures. Provide prompt 1st and 2nd line support across all IT Infrastructure Services Provide prompt 1st and 2nd line support on business application systems to ensure technical problems are resolved as quickly as possible, escalating to 3rd line technical support where necessary. Managing service desk issues through to completion against SLAs and keeping users informed of the status of services, incidents, and requests. Responsible for arranging and managing support calls with 3rd party Support and Maintenance Procure, Configure, and deploy new desktop hardware and software as required Performing all daily checks consistently, escalating, reporting, and resolving issues where necessary Involved in supporting and delivering infrastructure projects as directed Create user documentation and train users on systems where necessary, keeping knowledge base documents current. Provide dedicated on-site IT support for Director’s meetings held at the Leeds office, on request REQUIREMENTS Minimum 2 years of work experience within a similar role. Experience of supporting staff up to executive level in a high-profile environment. Experience with PC hardware and essential network patch management. Excellent working knowledge of Microsoft OS and core Office applications (Win10 and Office O365). Proven experience in managing service desk issues through to completion against SLAs and keeping users informed of the status of services, incidents, and requests. Working knowledge of Microsoft Windows Servers (2012, 2016 & 2019). Working knowledge of Microsoft Active Directory and Group Policies. Experience and a working knowledge of video and voice conferencing, such as Microsoft Teams and Polycom products. Experience and a working knowledge of support telephone and contact centre systems. Experience in supporting Apple products, iPhones, and iPads in an Apple DEP environment. A proven track record of Apple Mac administration. Experience working with MDM solutions. Working knowledge of server virtualisation (HyperV) would be advantageous but not essential. MacBook & macOS knowledge (desired not essential). Microsoft certification would be advantageous but not essential. PERSONAL CHARACTERISTICS Self-Motivated, confident, and driven individual, with proven ability to manage own workload. Strong interpersonal and communication skills, able to work across multiple stakeholders to gather information and co-ordinate priorities. Highly organised multi-tasker who can juggle several priorities. Must be able to manage own time and show initiative. Good problem-solving skills Ability to work under pressure within deadlines. Ability to understand priorities and respond accordingly. VALUES We at ghd are proudly committed to our Company Values and aim to attract and retain employees who live our Values. Collaborative – We work together to create the extraordinary. Creative – We foster creativity & excellence to create value for our brands and business. Courageous – We are agile, entrepreneurial & we own our future. Connected – We stay connected and ensure we are always consumer first. Notice to Employment businesses/ Agencies. ghd does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. ghd shall therefore not be liable for any fees arising from such actions or any fees arising from any referrals by employment businesses/agencies in respect of the vacancies posted on this site.