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- Tasks: Be the first point of contact for clients and resolve IT issues.
- Company: Join a rapidly growing cloud-focused MSP in Northwest London.
- Benefits: Enjoy 25 days off, health insurance, and specialist Microsoft training.
- Why this job: Gain hands-on IT experience while working in a supportive team environment.
- Qualifications: 1 year of IT support experience and strong customer service skills required.
- Other info: Apply ASAP to secure your chance for an interview!
Role: 1st Line Service Desk Engineer
Location: Northwest London
Salary: 25,000 to 30,000
Sector: MSP
A heavily cloud-focused organisation based in central London is on the lookout for an ambitious 1st Line Support Analyst to join their team to help manage an increasing workload, as a result of the company’s rapid growth and expansion.
The role offers an excellent opportunity to gain hands-on experience with various aspects of IT Infrastructure, as-well as undertaking company funded formal Microsoft training.
The Role:
- You will act as the first point of contact between the business and its clients.
- Diagnose and resolve 1st line assigned tickets within target resolution times
- Accurately classify and log tickets, keeping detailed ticket notes throughout the lifecycle of a ticket
- Provide excellent customer service and an excellent customer experience at all times
- Conduct personal queue and ticket triage to prioritise and manage your workload, escalating as and when required using internal processes
- Liaise with partners and third-party vendors to resolve customer issues
- When allocated, perform the dispatch role, allocating inbound emails requests and balancing the workloads of other technicians
Required Experience
- Great telephone and client facing skills
- Previous IT support experience (1 year)
- Office 365 & Exchange Online
- SharePoint and Teams
- Windows OS and Server
- Active Directory
- Excellent team player but with the capacity to be strongly self-motivated
- The ability to build, configure, administer and support Windows devices (laptops, desktops etc)
- The ability to deal with difficult and demanding situations in a calm and professional manner.
- Networking – DNS / DHCP / TCP/IP
- Excellent customer service
Benefits Package
- Annual Bonus
- 25 Days’ Annual Leave + 8 Bank Holidays
- Specialist Microsoft Training – Microsoft Office 365 & Azure
- Health & Dental insurance
- Pension Contributions
- Company paid sickness
- Interest-free season ticket loan
- Social events
Applications are being actively reviewed so ensure you apply ASAP to be in consideration for interviews!
In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.
1st Line Service Desk Engineer employer: In Technology Group
Contact Detail:
In Technology Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line Service Desk Engineer
✨Tip Number 1
Familiarize yourself with the specific technologies mentioned in the job description, such as Office 365, Exchange Online, and Active Directory. Having hands-on experience or even personal projects that showcase your skills with these tools can set you apart from other candidates.
✨Tip Number 2
Practice your customer service skills by engaging in role-playing scenarios. Since this role emphasizes excellent customer service, being able to demonstrate your ability to handle difficult situations calmly and professionally will be a huge plus during the interview.
✨Tip Number 3
Network with current or former employees of the company through platforms like LinkedIn. They can provide valuable insights into the company culture and the specifics of the role, which can help you tailor your approach during the interview.
✨Tip Number 4
Prepare for common technical support scenarios that you might encounter in the role. Being able to walk through your thought process on how you would diagnose and resolve issues will demonstrate your problem-solving skills and readiness for the position.
We think you need these skills to ace 1st Line Service Desk Engineer
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the 1st Line Service Desk Engineer position. Highlight key responsibilities and required skills, such as customer service excellence and IT support experience.
Tailor Your CV: Customize your CV to reflect relevant experience in IT support, particularly with Office 365, Windows OS, and customer service. Use specific examples that demonstrate your ability to handle tickets and provide excellent client interactions.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for the role and the company. Mention your previous IT support experience and how it aligns with the responsibilities of the position. Be sure to express your eagerness to learn and grow within the company.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a customer-facing role.
How to prepare for a job interview at In Technology Group
✨Showcase Your Customer Service Skills
As a 1st Line Service Desk Engineer, excellent customer service is key. Prepare examples of how you've successfully handled difficult situations with clients in the past, demonstrating your ability to remain calm and professional.
✨Familiarize Yourself with Relevant Technologies
Make sure you brush up on your knowledge of Office 365, Exchange Online, SharePoint, and Teams. Be ready to discuss your experience with these tools and how you've used them in previous roles.
✨Demonstrate Problem-Solving Abilities
Prepare to discuss specific instances where you've diagnosed and resolved IT issues. Highlight your approach to troubleshooting and how you prioritize tasks when managing multiple tickets.
✨Ask Insightful Questions
At the end of the interview, ask questions that show your interest in the company and the role. Inquire about the team dynamics, training opportunities, or the types of projects you might be working on.
