At a Glance
- Tasks: Be the go-to person for IT issues, helping others and solving problems.
- Company: Join Apogee, a dynamic tech company backed by HP Inc.
- Benefits: Enjoy flexible working, competitive pay, and a supportive team environment.
- Other info: Work from home two days a week and grow in a fast-paced setting.
- Why this job: Kickstart your IT career while making a real difference in people's work lives.
- Qualifications: No prior experience needed; just a passion for tech and helping others.
The predicted salary is between 31650 - 43607 £ per year.
With over 30 years of expertise, Apogee transforms how organisations of every size and sector manage their IT – delivering everything they need through one seamless point of contact. As an independent subsidiary of HP Inc., we combine the agility of a specialist provider with the power of one of the world’s leading technology companies, giving our clients instant access to cutting-edge innovation backed by market-leading service operations.
We are looking for a Service Desk Engineer who enjoys helping people, solving problems, and being the calm, capable first point of contact when IT issues arise. Whether you are early in your IT career or building on existing support experience, this role offers the chance to develop in a fast‑paced, supportive environment.
What You Will Do- Act as the first point of contact for IT incidents and service requests via phone, email, and portal
- Log, categorise, and prioritise tickets accurately using FreshService
- Resolve issues at first contact where possible, escalating when needed
- Take ownership of tickets through to resolution within SLA targets
- Support Windows 11, end‑user devices, and common applications
- Set up hardware including laptops, monitors, and peripherals
- Manage user accounts and access in Active Directory and Microsoft Entra ID
- Support tools such as Microsoft Teams
- Monitor ticket queues and alerts to maintain service quality
A typical working pattern is Monday to Friday, 08:30 to 17:30, with a one-hour lunch break. This role also offers flexibility to work from home, typically two days per week for a five‑day working week.
This post is subject to a Basic Disclosure and Barring Service (DBS) check. Under the Rehabilitation of Offenders Act 1974, applicants are only required to disclose unspent convictions. Spent convictions do not need to be declared and will not be taken into account.
Service Desk Engineer employer: Apogee
At Apogee, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. As a Service Desk Engineer, you'll benefit from a supportive environment that encourages professional growth, with opportunities to enhance your IT skills while working alongside industry leaders. Our flexible working arrangements, including the option to work from home, ensure a healthy work-life balance, making Apogee a truly rewarding place to advance your career.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Engineer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Apogee. 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 Apogee 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
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 Apogee:Your cover letter is your chance to shine! Tell us why you want to work at Apogee 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 Apogee!
How to prepare for a job interview at Apogee
✨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.
