At a Glance
- Tasks: Provide tech support for software, hardware, and network issues while guiding users through solutions.
- Company: Join Advania, a leading tech company that values people and innovation.
- Benefits: Enjoy a competitive salary, hybrid working, and opportunities for professional growth.
- Other info: Be part of a supportive team with a commitment to diversity and career development.
- Why this job: Make a real difference by helping clients solve tech problems in a dynamic environment.
- Qualifications: Experience in tech support, strong communication skills, and a methodical approach to problem-solving.
The predicted salary is between 26000 - 28000 £ per year.
The Service Desk Engineer will provide technical software, hardware, and network problem resolution to clients. This role involves performing problem diagnosis and guiding users through step-by-step solutions in a desktop support-based environment. The engineer will also provide technical solutions in a user-friendly, professional manner, facilitate one-to-one end-user training as required, and ensure site technical documentation is maintained.
Salary & Benefits
The budgeted salary for this role is between £26,000 - £28,000 a year, depending on experience.
Hybrid working
We recognise the benefits that remote and flexible working brings. We operate a hybrid working policy that allows our employees to balance time in the office and time from home. Each team within our organisation can decide how to implement this policy.
Responsibilities
- Answer inbound calls within an agreed answer time.
- Log all customer issues, queries, and requests into the ticket management system.
- Provide Level Technical Support, diagnosing customer issues and providing a high level of first-time fix.
- Manage and work to internal and customer SLA’s, escalating any concerns.
- Create and maintain customer-specific infrastructure documentation.
- Ensure end-to-end ownership of problem resolution.
- Manage client expectations through clear communications.
- Take responsibility for own continual professional development, ensuring up-to-date industry and technical knowledge.
- Undertake all other reasonable requests.
Qualifications & Experience
- Prior professional experience as a Service Desk Engineer supporting SMEs.
- Experience of working in a customer-facing role.
- Familiarity with working to SLA’s to meet both customer and contract requirements.
- Experience in Office 365 and Office Applications (Outlook, Excel, Word, PowerPoint) – basic troubleshooting.
- Knowledge of Windows client – basic troubleshooting.
- Understanding of Android – Basic troubleshooting.
- Ability to support multi-site clients.
- Strong communication skills, both verbally and in writing, to both technical and non-technical audiences.
- A methodical approach suitable for resolving client requirements.
- Capacity to manage changing workload and priorities, working both within a team and independently.
- Skills in installation, removal, and troubleshooting of third-party software.
About Us
We are the tech company with people at heart. At Advania, we believe in empowering people to create sustainable value through the clever use of technology. As one of Microsoft's leading partners in the UK, specialising in Azure, Security, Dynamics 365, and Microsoft 365, we have a proven track record of success in delivering transformational IT services.
Our Selection Process
We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law. Please do let us know if you’ll need any reasonable adjustments as part of the selection process by highlighting these on your application form. As part of our commitment to our clients we will need to carry out background checks, including a criminal record check, for all offers of employment. If you have any unspent criminal convictions or questions about the screening process, please notify your recruiter once the application has been submitted.
Service Desk Engineer in Milton Keynes employer: Advania UK
At Advania, we pride ourselves on being a people-centric tech company that fosters a collaborative and inclusive work culture. Our hybrid working policy allows for flexibility, enabling our Service Desk Engineers to balance their professional and personal lives while contributing to meaningful projects with cutting-edge technology. With a strong focus on employee growth and development, we offer continuous training opportunities and a supportive environment that empowers our team to excel in their roles.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Engineer in Milton Keynes
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Advania UK. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Advania UK before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Engineer in Milton Keynes
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Advania UK:Your cover letter is your chance to shine! Tell us why you want to work at Advania UK specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Advania UK!
How to prepare for a job interview at Advania UK
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
