At a Glance
- Tasks: Provide hands-on IT support, resolve technical issues, and manage IT assets.
- Company: Join a supportive IT service environment in Birkenhead.
- Benefits: Enjoy a generous pension, 28.5 days holiday, and flexible working hours.
- Other info: Great career growth opportunities and access to learning and development.
- Why this job: Make a real impact by keeping colleagues connected and productive.
- Qualifications: Experience in IT support and a willingness to learn ITIL Service Management.
The predicted salary is between 33227 - 33227 £ per year.
Join a supportive IT service environment where you’ll solve technical issues, keep colleagues productive and secure, manage IT assets and help new services transition smoothly into business-as-usual support.
This is an excellent opportunity for an IT Support Engineer / Service Desk Analyst to deliver hands‑on technical support that keeps colleagues connected, productive and secure. The IT Support Engineer / Service Desk Analyst will provide 1st/2nd line support, manage incidents and work queues, maintain accurate IT asset records and support smooth service transitions.
Working across hardware, software, infrastructure and local IT projects, the IT Support Engineer / Service Desk Analyst will collaborate with stakeholders, suppliers and colleagues while supporting other sites when required.
DUTIES
- Incident and Request Management: Resolve local infrastructure incidents and assigned support requests, escalating appropriately and working to Incident Management, ISO20000 and service management processes.
- Technical Support: Diagnose and resolve issues affecting local systems, applications, infrastructure and end‑user services.
- Asset and Documentation Control: Maintain accurate IT asset databases, technical documentation, problem records, change records and management information.
- Hardware and Software Administration: Install, configure and administer hardware and application software components.
- Stakeholder and Supplier Liaison: Work with stakeholders, software vendors, third parties and partners to support change and problem resolution.
- Projects and Service Transition: Provide technical advice for local IT projects and help new services transition effectively into business-as-usual support.
- Office and Cross‑Site Support: Assist with IT equipment relocations and provide remote or on‑site support to other offices, including regular travel that may require overnight stays.
CANDIDATE REQUIREMENTS
- ITIL Service Management Foundation accreditation or willingness to study.
- Knowledge and experience of working in an IT environment and IT incident management.
- Experience dealing with Windows‑related incidents in a business environment.
- Knowledge of IT infrastructure, end‑user IT services and the technology that underpins them.
- Ability to deliver excellent customer support through a Service Management Framework.
- Ability to collaborate across multiple functions when new processes or procedures are introduced.
- Able to undertake physical activity associated with moving IT equipment.
- Successful candidates must undergo a basic (or equivalent) criminal record check.
BENEFITS
- Civil Service Defined Benefit Pension with a 28.97% employer contribution.
- 28.5 days’ paid holiday plus UK public bank holidays.
- Flexible working hours enabling variation of start, finish and break times subject to operational requirements and individual need.
- Enhanced maternity, paternity and adoption leave.
- Support with accreditation to professional bodies.
- Learning and development opportunities.
- Discounts at a wide range of high‑street and online retailers.
- Up to three paid volunteering days.
- Access to a sports and social club.
- Two‑times death in service benefit.
The post will require a Security (SC) Check and will therefore be subject to further background checks, including meeting the UK minimum residency requirement of 5 years.
IT Support Engineer / Service Desk Analyst (AWDO-P15157) in Birkenhead) employer: AWD Online
Join a dynamic and supportive team within a large education organisation that prioritises employee growth and wellbeing. With a strong focus on shaping the people strategy, you will benefit from a collaborative work culture, competitive salary, and opportunities for professional development while making a meaningful impact across North Somerset and Bristol.
StudySmarter Expert Advice🤫
We think this is how you could land IT Support Engineer / Service Desk Analyst (AWDO-P15157) in Birkenhead)
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what AWD Online values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges AWD Online might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at AWD Online!
✨Direct Apply to AWD Online
Let's not forget to apply directly through the AWD Online website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace IT Support Engineer / Service Desk Analyst (AWDO-P15157) in Birkenhead)
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at AWD Online.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at AWD Online. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at AWD Online
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
