At a Glance
- Tasks: Provide hands-on IT support and troubleshoot tech issues for clients.
- Company: Dynamic tech company with a focus on customer service and teamwork.
- Benefits: Competitive salary, performance bonuses, training opportunities, and generous holiday allowance.
- Other info: Inclusive workplace with excellent career growth and personal development opportunities.
- Why this job: Join a vibrant team and make a real difference in users' tech experiences.
- Qualifications: Experience in IT support and strong problem-solving skills required.
The predicted salary is between 34000 - 37000 £ per year.
Join a varied, customer-facing IT support role where you’ll provide hands-on technical assistance across 5–6 dedicated client sites, troubleshoot day-to-day technology issues and help keep users productive. Alongside face-to-face support, you’ll work with the Service Desk team to provide remote customer support, giving you exposure to both onsite and service desk environments.
The IT Support Engineer / Service Desk Analyst will provide face-to-face deskside technical support across dedicated client sites throughout the week, helping end users resolve incidents and requests while delivering a professional and visible onsite service. Working across hands-on and remote support, the IT Support Engineer / Service Desk Analyst will troubleshoot Microsoft desktop operating systems, support new starter and leaver requirements, manage ServiceNow tickets and resolve or escape customer-specific business application issues. The IT Support Engineer / Service Desk Analyst will also manage competing ticket priorities, provide regular customer updates and maintain high-quality ticket information while following Incident Management, Service Request Fulfilment, Change Management and Problem Management processes within an ITIL framework.
DUTIES
- Provide face-to-face technical support to end users and log and classify incidents and requests raised in person or through the ServiceNow ticketing system.
- Diagnose and resolve issues affecting Microsoft desktop operating systems.
- Support new starter and leaver processes, including associated software and hardware requirements.
- Troubleshoot and resolve customer-specific business application issues where possible, escalating to software vendors and liaising with them when required.
- Maintain a visible presence at client sites and professionally promote the value of the onsite support service.
- Manage your call queue effectively, regularly reviewing priorities and balancing competing demands to maintain strong productivity.
- Provide customers with regular updates through appropriate channels and the service management platform.
- Maintain accurate, detailed and high-quality written information within support tickets.
- Follow established Incident Management, Service Request Fulfilment, Change Management and Problem Management processes.
- Work in line with the ITIL framework, making effective use of systems to support quality and efficiency and demonstrating strong service standards to Service Desk colleagues.
CANDIDATE REQUIREMENTS
You will need to be comfortable working in a customer-facing technical support environment across multiple client sites and providing remote support when required.
ESSENTIAL
- Previous experience in a 2nd Line IT Support, Service Desk Analyst or Technical Support Engineer role.
- Proven experience of troubleshooting Microsoft Windows 10/11 and Microsoft 365 applications.
- Experience with Entra ID, Active Directory, Intune and Autopilot administration.
- Experience with DNS and DHCP configuration and troubleshooting.
- Experience working within an ITIL framework, including Incident Management and Service Request Fulfilment.
- Proven experience of working to SLAs within a structured service desk environment.
- Excellent communication and customer service skills with clear written and spoken English.
- Ability to prioritise workload, manage competing demands and maintain high-quality ticket documentation.
- Proactive, solutions-focused approach with strong problem-solving skills.
- Collaborative team player committed to maintaining an inclusive working environment.
DESIRABLE
- Experience within a Managed Service Provider (MSP) environment.
- ITIL v3 or v4 Foundation certification.
- Experience supporting Apple Mac devices.
- Knowledge of cyber security best practice and security incident processes.
- Experience in an ISO27001 aligned environment.
- Experience with Windows Server administration and networking/WiFi troubleshooting.
BENEFITS
- Performance based bonus (up to £4,000).
- Industry renowned training and certifications (sponsored).
- Personal development time with access to Pluralsight training platform.
- Discretionary company sick pay.
- 23 days’ holiday plus Bank Holidays, increasing with length of service.
- Day off on your birthday.
- Inclusive working environment.
- And more!
IT Support Engineer / Service Desk Analyst (AWDO-P15153) in London) 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-P15153) in London)
✨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-P15153) in London)
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.
