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- Tasks: Provide top-notch support to clients and resolve issues efficiently.
- Company: Join a dynamic team dedicated to exceptional customer service in tech.
- Benefits: Enjoy flexible working options and a supportive work culture.
- Why this job: Be part of a collaborative environment that values your input and growth.
- Qualifications: Technical skills and certifications are essential; strong communication is a must.
- Other info: Opportunity to build relationships across teams and enhance your career.
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.
Service Desk Engineer employer: Zenzero
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 an interview can set you apart from other candidates.
✨Tip Number 2
Brush up on your technical skills relevant to the role, especially around Microsoft products and any specific technologies mentioned in the job description. Consider taking a quick online course or certification to boost your confidence.
✨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.
✨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 help you tailor your approach during the interview process.
We think you need these skills to ace Service Desk Engineer
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and key skills required for the Service Desk Engineer position. Tailor your application to highlight how your experience aligns with these requirements.
Highlight Technical Skills: Make sure to emphasise any relevant technical capabilities, certifications, or assessments you have completed. Mention specific tools or platforms you are familiar with that relate to the role.
Showcase Communication Skills: Since the role requires strong interpersonal and communication skills, provide examples in your application of how you've effectively communicated with customers or team members in previous roles.
Craft a Professional Cover Letter: Write a tailored cover letter that addresses the key points from the job description. Explain why you are a good fit for the Service Desk Engineer role and how you can contribute to providing exceptional support to clients.
How to prepare for a job interview at Zenzero
✨Showcase Your Technical Skills
Make sure to highlight any relevant technical certifications or assessments you have completed. Be prepared to discuss your experience with various products and platforms, as this will demonstrate your capability to handle the technical demands of the role.
✨Practice Your Communication Skills
Since the role requires excellent verbal and written communication, practice explaining technical concepts in simple terms. This will help you convey your ideas clearly during the interview and show that you can communicate effectively with clients.
✨Demonstrate Customer Service Excellence
Prepare examples from your past experiences where you provided exceptional customer service. Highlight how you resolved issues on the first contact and maintained a positive customer experience, as this is crucial for the Service Desk Engineer role.
✨Understand SLAs and KPIs
Familiarise yourself with the concepts of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Be ready to discuss how you would ensure adherence to these targets in your role, as this shows your understanding of the importance of performance metrics in service desk operations.
