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For Companies At a Glance
- Tasks: Provide top-notch support to clients, resolving issues efficiently and professionally.
- Company: Join a dynamic team dedicated to delivering exceptional service across various platforms.
- Benefits: Enjoy a collaborative work environment with opportunities for growth and development.
- Why this job: Be part of a team that values customer experience and fosters strong relationships.
- Qualifications: Technical skills and certifications are essential; strong communication is a must.
- Other info: Fluency in English is required; this role offers a chance to enhance your tech skills.
The predicted salary is between 28800 - 43200 £ per year.
The Service Desk Engineer role is critical to ensure the effective and continuous provision of service desk support to clients. You will provide exceptional standards of support to customers, across a variety of products, services and platforms. You will work with the Lifecycle Coordinator(s) and Service Desk Manager, to ensure tickets are worked on in an efficient manner and to support SLAs and provide a positive customer experience.
Responsibilities:
- Answer phone calls from end-users and work to resolve issues, on first contact, where possible.
- Work on tickets assigned to you. These may have been logged via telephone, portal, booking systems, email, or a chat.
- Record your work and time accurately, reflecting the effort expended.
- Make use of tooling to increase accuracy and timeliness of time entries.
- Communicate with customers, via the appropriate channels, always ensuring that written and verbal communication is professional and meets our standards.
- Ensure appropriate adherence to performance targets including KPIs and SLAs.
- Build excellent working relationships within the Service Desk team(s), with other teams within the Managed Services Department, as well as within the wider organisation.
- Work with Team Managers, Team Leaders and Account Managers to ensure positive outcomes for our customers.
Key Skills:
- This role requires that you can demonstrate a technical capability that is relevant to achieving the required duties and responsibilities. This may be via a Zenzero technical assessment, or by holding recognised vendor certification(s).
- Pluralsight Foundation role at Average, or above.
- Foundation level Microsoft certification, or equivalent.
- This role requires that you demonstrate the interpersonal and communication skills required to perform the role.
- Fluent in English, both written and spoken.
Contact Detail:
Zenzero Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Engineer
✨Tip Number 1
Familiarise yourself with common service desk tools and ticketing systems. Being able to demonstrate your knowledge of these platforms during the interview can set you apart from other candidates.
✨Tip Number 2
Brush up on your technical skills related to the products and services mentioned in the job description. Having a solid understanding of these will help you answer questions confidently and show that you're ready to tackle the role.
✨Tip Number 3
Practice your communication skills, both verbal and written. Since you'll be interacting with customers regularly, being able to convey information clearly and professionally is crucial for success in this role.
✨Tip Number 4
Network with current or former Service Desk Engineers if possible. They can provide insights into the role and the company culture, which can be invaluable during your interview process.
We think you need these skills to ace Service Desk Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Service Desk Engineer role. Emphasise your technical capabilities, customer service experience, and any certifications you hold.
Craft a Strong Cover Letter: Write a cover letter that showcases your passion for providing exceptional customer support. Mention specific examples of how you've resolved issues in the past and how you can contribute to the team.
Highlight Communication Skills: Since this role requires strong interpersonal and communication skills, ensure you provide examples in your application that demonstrate your ability to communicate effectively, both verbally and in writing.
Proofread Your Application: Before submitting, carefully proofread your application materials. Check for spelling and grammatical errors, as well as ensuring that your tone is professional and aligns with the company's standards.
How to prepare for a job interview at Zenzero
✨Showcase Your Technical Skills
Be prepared to discuss your technical capabilities in detail. Highlight any relevant certifications or experiences that demonstrate your ability to handle the technical aspects of the role, such as troubleshooting and resolving issues efficiently.
✨Demonstrate Excellent Communication
Since this role involves a lot of customer interaction, practice articulating your thoughts clearly and professionally. Use examples from past experiences where you successfully communicated with clients or resolved conflicts.
✨Familiarise Yourself with SLAs and KPIs
Understand the importance of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) in a service desk environment. Be ready to discuss how you have met or exceeded these targets in previous roles.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills. Think of specific instances where you resolved a challenging issue or improved a process, and be ready to share those stories.
