At a Glance
- Tasks: Provide first-level IT support to internal customers and manage service requests.
- Company: Join a global tech client with a multi-billion pound turnover.
- Benefits: Earn £23K plus bonuses, enjoy 25 days holiday, and receive extensive training.
- Other info: Free parking and accessible location near Nottingham and Leicester.
- Why this job: Kickstart your IT career in a dynamic environment with real impact.
- Qualifications: Minimum 6 months experience in IT Service Desk and excellent communication skills.
The predicted salary is between 21000 - 23000 £ per year.
Location: East Midlands
Industry: IT
Salary: £21000 - £23000 per annum + 25 days holiday, Pension
Posted: 19/01/2022
Role Overview
An exciting opportunity for a 1st Line Support / Service Desk Analyst at a global client with a multi‑billion pound turnover. The role provides first level support to internal customers worldwide, handling incidents or Service Requests using the incident management and request fulfilment processes.
Key Accountabilities
- Receive, log and manage calls from internal staff via telephone, email and Service Desk ticketing system.
- Escalate unresolved calls to L2 and infrastructure support team.
- Maintain an Asset Database and track changes.
- Take ownership of user problems and follow up the status, communicating progress in a timely manner.
- Publish support documentation to assist staff with requests for information.
- Report to Service Desk Team Lead on any issue that could significantly impact the business.
- Support will include out of hours rostered phone support.
Candidate Profile
- Minimum 6 months experience in an IT Service Desk.
- Self‑motivated achiever who gains satisfaction from providing excellent customer service.
- Excellent communication skills and telephone manner.
- Excellent organisational and problem‑solving ability.
- A strong sense of urgency and the ability to multi‑task effectively.
- Contribution to the overall success of the Service Desk Team by improving processes and technical understanding.
Benefits
Salary on offer is 23K + Bonus & Training with benefits. Plenty of training on offer. Free parking. Role is based in Derby, easily accessible from Nottingham and Leicester. Candidates of all ages and backgrounds will be considered.
1st Line IT Help Desk – 23K employer: Ascent People Ltd
Ascent People Ltd is an excellent employer, offering a dynamic work culture that fosters collaboration and innovation in the heart of Warrington. With a strong emphasis on employee growth, you will have the opportunity to mentor junior team members while developing impactful business strategies in a supportive hybrid environment. Enjoy the unique advantage of flexible working arrangements, allowing you to balance professional development with personal commitments.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line IT Help Desk – 23K
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ascent People Ltd. 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 Ascent People Ltd 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 1st Line IT Help Desk – 23K
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 Ascent People Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Ascent People Ltd 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 Ascent People Ltd!
How to prepare for a job interview at Ascent People Ltd
✨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.
