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- Tasks: Join us as a Service Desk Engineer, providing top-notch IT support and resolving incidents.
- Company: Technical Resources is dedicated to ensuring smooth operations for critical public sector services.
- Benefits: Enjoy competitive salary, travel opportunities, and the chance to work with diverse clients.
- Why this job: Be part of a dynamic team, enhance your tech skills, and make a real impact in the community.
- Qualifications: Proven IT support experience, strong communication skills, and a full UK driving license required.
- Other info: Willingness to travel and work flexible hours is essential; must have Right To Work in the UK.
The predicted salary is between 31000 - 37000 £ per year.
Job Description
Role: Service Desk Engineer
Location: North Yorkshire
Salary: £37,000 – £43,000 per annum
Technical Resources are seeking an experienced Service Desk Engineer in North Yorkshire to provide exceptional IT support and incident resolution, ensuring the smooth operation of critical public sector services. The role involves supporting customers both remotely and on-site, including office, warehouse, and off-site locations, to resolve user, software, hardware, infrastructure, and IT security issues. The ideal candidate will possess strong technical expertise, excellent communication skills, and the ability to manage both IT managers and non-technical users.
Responsibilities:
- Maintain a CSAT score of 8.5+ for all customers.
- Travel to customer sites across the UK and internationally as required.
- Answer incoming service calls, ensuring every call is captured and appropriately actioned.
- Act as a technical point of escalation for service desk colleagues, ensuring quick resolution of tickets.
- Log and manage tickets in line with the Incident Management process.
- Maintain a healthy ticket queue with daily updates and ensure that tickets older than two weeks are actively being worked on.
- Ensure all changes are logged according to Change Management processes.
- Proactively respond to monitoring alerts.
- Perform weekly ticket reviews and monthly service reviews with clients.
- Manage and maintain Licensing and certificates for customers.
- Ensure compliance with ISO27001, 9001, 14001, & 45001 policies and procedures.
- Ensure the confidentiality, integrity, and availability of customer and internal IT assets.
Experience and Certifications Required:
- Proven experience as a Support Engineer, IT Support Specialist, or similar role.
- Strong organisational skills and the ability to prioritise tasks effectively.
- Intermediate level skills with Microsoft packages, especially Word, PowerPoint, and Excel.
- Experience with Microsoft environments (Active Directory, Azure AD, Windows Server, GPO, Windows Desktop, SQL).
- Experience with CCTV, Milestone, and Brief Cam applications and infrastructure.
- Solid networking knowledge, including Firewalls, LAN configuration, troubleshooting, and diagnostics.
- Experience in customer service, with the ability to communicate technical issues to non-technical users.
- Full UK driving license and own car.
- Ability to obtain Security Clearance and Non-Police Personnel Vetting (NPPV3+SC).
- Willingness to travel to customer sites and be away from home as needed.
- Willing to work evenings and weekends when necessary.
Please apply with an up-to-date CV for more information.
We can only accept candidates who have the Right To Work in the UK
Service Desk Engineer employer: Technical Resources Ltd
Contact Detail:
Technical Resources Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Engineer
✨Tip Number 1
Make sure to highlight your technical expertise in Microsoft environments, especially with Active Directory and Azure AD. This is crucial for the role, so be prepared to discuss your experience in detail during the interview.
✨Tip Number 2
Since the role involves customer interaction, practice explaining complex technical issues in simple terms. This will help you demonstrate your communication skills, which are essential for managing both IT managers and non-technical users.
✨Tip Number 3
Familiarize yourself with ISO27001, 9001, 14001, & 45001 policies and procedures. Being knowledgeable about these standards will show that you understand the importance of compliance in IT support.
✨Tip Number 4
Be ready to discuss your experience with ticket management and incident resolution processes. Highlight any tools or systems you've used to maintain a healthy ticket queue and ensure timely updates.
We think you need these skills to ace Service Desk Engineer
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Service Desk Engineer position. Understand the key responsibilities and required skills, so you can tailor your application accordingly.
Highlight Relevant Experience: In your CV and cover letter, emphasize your previous experience as a Support Engineer or IT Support Specialist. Be specific about your technical expertise, especially with Microsoft environments and customer service.
Showcase Communication Skills: Since the role requires excellent communication skills, provide examples in your application of how you've effectively communicated technical issues to non-technical users in the past.
Include Certifications: If you have any relevant certifications, such as those related to IT support or security clearance, make sure to include them in your application. This will strengthen your candidacy for the role.
How to prepare for a job interview at Technical Resources Ltd
✨Showcase Your Technical Expertise
Be prepared to discuss your experience with Microsoft environments, networking knowledge, and any relevant applications like CCTV and Milestone. Highlight specific examples where you've successfully resolved technical issues.
✨Demonstrate Strong Communication Skills
Since you'll be interacting with both technical and non-technical users, practice explaining complex IT concepts in simple terms. This will show your ability to bridge the gap between different user levels.
✨Emphasize Customer Service Experience
Share examples of how you've maintained high customer satisfaction scores in previous roles. Discuss your approach to handling difficult situations and ensuring a positive experience for users.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills in real-world scenarios. Think about past experiences where you had to manage multiple tickets or respond to urgent incidents, and be ready to explain your thought process.
