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- Tasks: Be the go-to tech guru for troubleshooting and resolving IT issues.
- Company: Join a leading IT consultancy serving government and defense sectors.
- Benefits: Enjoy a competitive salary, hybrid work, and awesome company perks.
- Why this job: Kickstart your IT career with hands-on experience and a supportive team culture.
- Qualifications: 1-2 years in tech support; familiarity with ITSM tools is a plus.
- Other info: Must be SC cleared or eligible for DV clearance; shift work may be required.
The predicted salary is between 27000 - 35000 £ per year.
IT Service Desk Technician – Security Cleared Location: Corsham – hybrid
Salary £27,000 – £35,000 + excellent company benefits + yearly bonus
You must be SC Cleared and eligible to get DV clearance or be DV cleared and be a sole British citizen due to the nature of the work.
NexGen Associates are currently working with an established IT Consultancy client who work within the government and defence verticals. They are now looking to take an experienced IT Service Desk Technician. This is an excellent opportunity for individuals with 1-2 years of service desk experience or those looking to progress from an entry-level IT role.
The Service Desk Technician will be the first point of contact for IT-related support for our customers. The role involves troubleshooting, diagnosing, and resolving technical issues for end-users while ensuring high levels of customer satisfaction. The technician will also document issues, escalate complex problems, and contribute to the improvement of IT processes and support systems.
Duties:
Respond to IT support requests via phone, email, chat, or ticketing systems.
Provide first-line technical support for hardware, software, network, and application issues.
Create and manage user accounts and user access for multiple line-of-business applications.
Guide users through troubleshooting steps and document resolutions.
Log, categorise, and prioritize incidents and service requests in the ITSM tool.
Escalate unresolved issues to the appropriate second or third-line support teams.
Assist with the build, installation, and configuration of desktops, laptops, printers, and mobile devices.
Assist with software installation, updates, and licensing management.
Maintain accurate documentation of issues and solutions in the knowledge base.
Contribute to creating and updating user guides and FAQs.
System Monitoring and Maintenance:
Monitor system alerts and logs to proactively identify potential issues.
Perform routine system checks and updates to ensure optimal performance.
Deliver a high standard of customer service and ensure timely follow-up on open tickets.
Communicate clearly with technical and non-technical users.
Requirements for the role:
Minimum 1-2 years of experience in a technical support or help desk role.
Experience working with ITSM ticketing tools (e.g., ServiceNow, Jira, Autotask, Freshdesk, ConnectWise, HaloITSM/HaloPSA).
Experience working with RMM toolsets (e.g., N-Able, Pulseway, ManageEngine).
Experience working with third-party software vendors or solution providers.
Experience working with UK Government Security Classifications.
Willingness to work in a shift-based schedule if required.
Willingness to participate in on-call rotations or respond to critical incidents after hours.
Ability to travel to customer sites when necessary.
Help Desk Technician employer: NexGen Associates
Contact Detail:
NexGen Associates Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Help Desk Technician
✨Tip Number 1
Make sure you highlight your experience with ITSM ticketing tools like ServiceNow or Jira. These are crucial for the role, and demonstrating familiarity can set you apart from other candidates.
✨Tip Number 2
Since this position requires SC clearance, ensure you understand the security requirements and be prepared to discuss your eligibility during the interview. This shows your commitment to the role's responsibilities.
✨Tip Number 3
Familiarize yourself with common troubleshooting steps for hardware and software issues. Being able to articulate these processes during your conversation will demonstrate your technical knowledge and problem-solving skills.
✨Tip Number 4
Prepare examples of how you've delivered excellent customer service in previous roles. This is key for a Service Desk Technician, and sharing specific instances can help illustrate your ability to maintain high customer satisfaction.
We think you need these skills to ace Help Desk Technician
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your relevant experience in technical support or help desk roles. Emphasize your familiarity with ITSM ticketing tools and any experience with system monitoring and maintenance.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention your experience in troubleshooting and resolving technical issues, and how you can contribute to high levels of customer satisfaction.
Highlight Security Clearance: Since the position requires SC clearance, clearly state your current security clearance status in your application. If you are eligible for DV clearance, mention that as well.
Showcase Communication Skills: Demonstrate your ability to communicate effectively with both technical and non-technical users. Provide examples of how you've successfully guided users through troubleshooting steps in previous roles.
How to prepare for a job interview at NexGen Associates
✨Show Your Technical Skills
Be prepared to discuss your technical experience in detail. Highlight specific tools you've used, like ITSM ticketing systems or RMM toolsets, and be ready to provide examples of how you've resolved issues in the past.
✨Demonstrate Customer Service Excellence
Since this role involves a lot of customer interaction, emphasize your ability to communicate clearly with both technical and non-technical users. Share examples of how you've maintained high levels of customer satisfaction in previous roles.
✨Understand Security Clearance Requirements
Make sure you are familiar with the SC and DV clearance processes, as this is crucial for the role. Be ready to discuss your eligibility and any relevant experiences that demonstrate your understanding of working within government security classifications.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions where you may need to troubleshoot a hypothetical issue. Practice articulating your thought process and the steps you would take to resolve common IT problems, showcasing your problem-solving skills.
