Deskside Engineer


Job Number: 16403

Location: Acton Support Centre (123)

Contract: Full Time / Permanent



Dixons Carphone are looking for a Deskside Engineer to become part of a team which supplies 2nd Line Support to 2000+ users across the UK. You will work from our Head Office in North Acton, working to deliver a 'best of breed' IS Service function. This person will work in a proactive and co-operative manner to ensure that the responsiveness, effectiveness and quality of the IS Service support service is industry leading. Limited travel within a number of sites including extended visits may be required.



  • Deliver 2nd Line IS support (break / fix problems and service requests) effectively and in accordance with agreed service levels, standards and processes, working remotely and locally supporting Acton head office and colleagues working from alternate locations.
  • Manage multiple workstreams and ticket queue to be able to understand, prioritise and balance workload.
  • Escalate issues appropriately to optimise the quality of service provided to the business.
  • Work with other IS Service Desk and 3rd line infrastructure and application support teams effectively to ensure that excellent end-to-end IT support services are provided.
  • Identify and take part in initiatives to improve the quality and effectiveness of the IS operational service.
  • Develop and maintain strong working relationships with VIPs, key colleagues and managers in the business and in other teams within IS.
  • Identify where knowledge can be shared with other IT Services teams to improve the effectiveness of IT Services and help develop the knowledge and skills of others in the IS Services team.
  • Ensure that assigned IS service incidents are managed effectively and root cause problem analysis is conducted where appropriate to reduce the number and severity of future incidents.
  • Perform service analysis, proactive service monitoring, project activities as assigned and create documentation as required
  • Give support to Facilities for office moves and changes.
  • Provide friendly and clear advice on IS processes and technologies.
  • Understand and promote Security policies to ensure they are being adhered to.


Required Skills & Experience: 

  • Have at least 2 years’ experience of providing IT support in 1st/2nd line capacity
  • Have a good understanding of IT operational support frameworks, including incident & problem management and change control.
  • Possess strong analytical and problem-solving skills.
  • Have knowledge and experience of a corporate environment.
  • Possess strong customer facing skills and the ability to build and maintain working relationships at all levels.
  • Have good verbal and written communication skills
  • Be educated to ‘A’ level standard or equivalent
  • A strong technical understanding of Windows 7/8/10, MS Office 2016, Office 365, SCCM
  • Experience using Active Directory, Exchange Online, Sharepoint, Novell
  • Experience with hardware such as Dell, HP, Microsoft and Samsung workstations, tablets and smartphones


Dixons Carphone is Europe’s number one electrical and telecommunications retailer and services company, with more than 40,000 colleagues across nine countries, including the UK and Ireland. Every day, we use our people’s expertise to reach out and help new customers. What’s more - we’re exploring extraordinary new markets, from wellness to security, so that in an ever more connected and constantly changing world, we can offer our customers the most comprehensive service.


It’s an exciting time to join us and find yourself a place in our growing success story, apply now.