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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 proficiency in these tools during the interview can set you apart from other candidates.
✨Tip Number 2
Brush up on your communication skills, both verbal and written. Since you'll be interacting with customers regularly, showcasing your ability to communicate clearly and professionally will be crucial.
✨Tip Number 3
Prepare for potential technical assessments by reviewing relevant technical concepts and certifications. Having a solid understanding of the technologies you'll be supporting can give you an edge.
✨Tip Number 4
Network with current or former Service Desk Engineers to gain insights into the role. They can provide valuable tips on what to expect and how to excel in the position.
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 reflects your enthusiasm for the role and the company. Use it to explain why you are a great fit for the Service Desk Engineer position and how you can contribute to providing exceptional support.
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 what SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) are relevant to the 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 had to resolve a challenging issue and be ready to explain your thought process and the outcome.
