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- Tasks: Provide first-line IT support and troubleshoot technical issues for global employees.
- Company: Join LRQA, a leader in quality assurance and risk management services.
- Benefits: Enjoy a collaborative work environment with opportunities for professional growth.
- Why this job: Be part of a dynamic team that values customer service and innovative solutions.
- Qualifications: 1-2 years in IT support; familiarity with ITIL and troubleshooting skills required.
- Other info: Opportunity to work with cutting-edge technologies and contribute to process improvements.
The predicted salary is between 28800 - 43200 £ per year.
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- Provide first-line IT support services to LRQA employees worldwide, ensuring prompt incident resolution, request fulfilment, and excellent customer service.
- The role requires troubleshooting technical issues, maintaining accurate documentation, and collaborating with IT teams to deliver efficient IT services.
Key Responsibilities:
Incident and Request Management:
- Respond to and resolve IT support incidents and requests in a timely manner.
- Log, categorise, and prioritise tickets in the ITSM tool (e.g., Halo ITSM).
- Escalate unresolved issues to the Service Desk Team Lead or other technical teams as needed.
Technical Troubleshooting:
- Diagnose and resolve common hardware, software, and network-related issues.
- Support end-users with Microsoft Windows, Office 365, Active Directory, and other enterprise applications.
- Assist with troubleshooting cloud-based solutions and VPN connectivity issues.
Customer Service and Communication:
- Provide exceptional customer service, ensuring end-users are informed about issue status and resolution times.
- Communicate clearly with both technical and non-technical audiences.
- Gather feedback to improve the quality of support services.
Documentation and Knowledge Management:
- Maintain accurate records of support interactions and resolutions.
- Contribute to the Service Desk knowledge base by documenting solutions and troubleshooting steps.
- Follow ITIL processes for incident, request, and problem management.
- Identify recurring issues and suggest improvements to reduce incidents.
- Participate in team meetings and provide input on process improvements.
- Stay updated with new technologies and tools relevant to the Service Desk function.
Technical/Professional Qualifications/Requirements:
Education and Experience:
- At least 1-2 years’ experience in an IT support or Service Desk role.
- Experience working in a global or geographically dispersed environment is desirable.
Technical Expertise:
- Basic knowledge of ITIL principles (ITIL 4 Foundation certification preferred).
- Familiarity with ITSM tools (e.g., Halo ITSM, ServiceNow).
- Proficiency in troubleshooting Windows OS, Office 365, Active Directory, and basic networking concepts.
- Knowledge of cloud services (Azure, AWS) is a plus.
Skills and Competencies:
- Strong troubleshooting and problem-solving skills.
- Excellent communication and customer service skills.
- Ability to manage multiple tasks and prioritize effectively.
- Detail-oriented with a commitment to maintaining accurate documentation.
- Certifications such as CompTIA A+, Microsoft Certified Fundamentals, or equivalent.
- Knowledge of agile and DevOps methodologies.
Key Health & Safety Responsibilities:
- Work in a safe manner and adhere to all health and safety guidelines.
- Report incidents, near misses, and safety observations promptly.
- Refuse to undertake work that compromises safety or health.
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Service Desk Engineer employer: Nettitude Group
Contact Detail:
Nettitude Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Engineer
✨Tip Number 1
Familiarize yourself with ITIL principles, as having a basic understanding of these concepts will be beneficial in your role. Consider obtaining the ITIL 4 Foundation certification to strengthen your application and demonstrate your commitment to best practices in IT service management.
✨Tip Number 2
Gain hands-on experience with ITSM tools like Halo ITSM or ServiceNow. If you haven't used these platforms before, look for online tutorials or practice environments to get comfortable with ticket logging and incident management processes.
✨Tip Number 3
Brush up on your troubleshooting skills, especially with Microsoft Windows, Office 365, and Active Directory. Being able to quickly diagnose and resolve common issues will set you apart during the interview process.
✨Tip Number 4
Prepare to showcase your customer service skills by thinking of examples where you've successfully communicated with both technical and non-technical users. Highlighting your ability to keep users informed about their issues will demonstrate your commitment to excellent service.
We think you need these skills to ace Service Desk Engineer
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the Service Desk Engineer position. Understand the key responsibilities and required skills, especially around incident management, technical troubleshooting, and customer service.
Highlight Relevant Experience: In your CV and cover letter, emphasize your previous experience in IT support or Service Desk roles. Mention specific tools you've used, like Halo ITSM or ServiceNow, and any relevant certifications such as CompTIA A+ or ITIL.
Showcase Communication Skills: Since excellent communication is crucial for this role, provide examples in your application that demonstrate your ability to communicate effectively with both technical and non-technical audiences. This could be through past experiences or specific projects.
Detail Your Troubleshooting Skills: Clearly outline your troubleshooting skills in your application. Provide examples of how you've diagnosed and resolved technical issues, particularly with Microsoft Windows, Office 365, and networking concepts. This will show your capability to handle the responsibilities of the role.
How to prepare for a job interview at Nettitude Group
✨Showcase Your Technical Skills
Be prepared to discuss your experience with troubleshooting hardware, software, and network issues. Highlight specific examples where you successfully resolved incidents, especially using tools like Halo ITSM or ServiceNow.
✨Demonstrate Customer Service Excellence
Since the role emphasizes exceptional customer service, share instances where you effectively communicated with end-users. Explain how you kept them informed about issue statuses and resolution times.
✨Familiarize Yourself with ITIL Principles
Brush up on ITIL principles, as they are crucial for this position. If you have the ITIL 4 Foundation certification, mention it during the interview to showcase your commitment to best practices in IT service management.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills. Practice articulating your thought process when diagnosing and resolving technical issues, and be ready to suggest improvements based on recurring problems you've encountered.
