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- Tasks: Be the go-to person for tech support, managing incidents and requests for over 1000 users.
- Company: Join a vibrant team in a prime London location, close to Bond St Tube.
- Benefits: Enjoy great office facilities, cafés, bars, and a supportive work environment.
- Why this job: Gain hands-on experience in IT support while working in a dynamic and collaborative culture.
- Qualifications: No specific qualifications required; just a passion for technology and problem-solving.
- Other info: Permanent role with flexible hours on a rostered basis.
The predicted salary is between 36000 - 60000 £ per year.
This is a London role, located close to Bond St, Tube. It is a permanent role based five days per week in great offices with a supportive team, access to cafés, bars and all onsite facilities. The hours are 8:00am - 4:30pm and 10:00am - 6:30pm on a rostered basis.
You will be a central point of contact for technical support services, owning the coordination of responses to incidents and requests along with customer-related engagement. Your key responsibilities will be to:
- Maintain the Service Desk function which customers will access for all their technology service requests, incidents, and queries (over 1000 users, two service desks, team of 8 excluding manager).
- Ensure details are captured and recorded in the Service Management call logging system and prioritised accordingly.
- Track, update and manage calls through to resolution, escalating when necessary (e.g. performing a functional escalation, linking to a problem record or change record).
- Monitor and manage call queues, ensuring incidents and requests are addressed within agreed service level targets.
- Verify customer satisfaction before resolving incidents and requests.
- Provide desk side and meeting room services, liaising with colleagues and customers.
2nd Line Service Desk, ITIL, Automation of tasks, PowerShell... employer: Click To Hired
Contact Detail:
Click To Hired Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Service Desk, ITIL, Automation of tasks, PowerShell...
✨Tip Number 1
Familiarise yourself with ITIL principles, as this role heavily relies on them. Brush up on your knowledge of service management processes and be ready to discuss how you've applied these in previous roles.
✨Tip Number 2
Showcase your experience with automation tools, particularly PowerShell. Be prepared to share specific examples of how you've automated tasks in past positions to improve efficiency.
✨Tip Number 3
Highlight your customer service skills during any discussions. This role involves a lot of customer engagement, so be ready to explain how you’ve successfully managed customer expectations and resolved issues in the past.
✨Tip Number 4
Since this position is based in London, emphasise your familiarity with the area and your ability to commute. Mentioning your local knowledge can demonstrate your commitment to being present and engaged with the team.
We think you need these skills to ace 2nd Line Service Desk, ITIL, Automation of tasks, PowerShell...
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, particularly in 2nd Line Service Desk roles. Emphasise your familiarity with ITIL practices and any automation tasks you've handled, especially using PowerShell.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific examples of how you've successfully managed incidents and requests in previous positions, and how you can contribute to maintaining high customer satisfaction.
Showcase Your Technical Skills: Clearly outline your technical skills related to service desk functions, including any experience with call logging systems and managing call queues. Highlight your problem-solving abilities and your approach to ensuring service level targets are met.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial in a technical support role.
How to prepare for a job interview at Click To Hired
✨Know Your ITIL Basics
Make sure you brush up on your ITIL knowledge before the interview. Understand the key concepts and how they apply to service desk operations, as this will show your potential employer that you're serious about the role.
✨Demonstrate Your Automation Skills
Since automation is a key part of the job, be prepared to discuss any experience you have with automating tasks using PowerShell or other tools. Bring examples of how you've improved efficiency in previous roles.
✨Showcase Your Customer Service Skills
As a central point of contact for technical support, it's crucial to demonstrate your customer service skills. Prepare examples of how you've handled difficult situations or ensured customer satisfaction in past roles.
✨Familiarise Yourself with the Company Culture
Research the company and its culture, especially since the role is based in a supportive team environment. Being able to articulate why you want to work there and how you fit into their culture can set you apart from other candidates.
