At a Glance
- Tasks: Provide 1st and 2nd line IT support to prestigious clients in a dynamic helpdesk environment.
- Company: Join a multi-award winning Managed Service Provider based in the heart of London.
- Benefits: Enjoy a competitive salary, inclusive culture, and industry-renowned training opportunities.
- Why this job: Perfect for tech enthusiasts eager to learn and grow while delivering exceptional support.
- Qualifications: Solid foundation in IT support, especially with Microsoft technologies, is essential.
- Other info: Earn 23 days holiday plus bank holidays, with additional days for service.
The predicted salary is between 19200 - 44800 £ per year.
IT Support Engineer / Service Desk Analyst / IT Technician who has previous experience working on a busy helpdesk resolving first line and / or second line IT technical support tickets is required for a multi-award winning Managed Service Provider based in the City of London., We have a fantastic new job opportunity for an IT Support Engineer / Service Desk Analyst / IT Technician who has previous experience working on a busy helpdesk resolving first line and / or second line IT technical support tickets.
Working as IT Support Engineer / Service Desk Analyst / IT Technician you will support prestigious businesses around Microsoft Cloud / Azure, Support Microsoft Environments, IT Security and IT Transformation. The company will provide additional training, but you will need a solid foundation in IT to start with.
As an IT Support Engineer / Service Desk Analyst / IT Technician you will be positive and motivated and thrive on learning and pushing the boundaries of your knowledge while delivering exceptional support to staff of prestigious clients (and "going the extra mile"). You should also be a confident and capable communicator and able to provide comprehensive support onsite for desktop and EUC issues., Depending on your level of experience your duties as an IT Support Engineer / Service Desk Analyst / IT Technician will include:
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Provide 1st line technical support to end users. Log and classify incidents and requests raised by the customer by telephone, email and via the Service Now chat function
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Record calls from customers. Deal directly with requests and complaints and escalate problems in accordance with established procedures
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Troubleshoot and resolve issues with Microsoft desktop operating systems
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Support new starter process (i.e. create new users configure mailboxes, distribution groups and calendar permissions) and leaver processes
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Troubleshoot (and resolve) and/or escalate issues reported in relation to customer-specific business applications. Escalate to software vendors and liaise with them as and when required
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Demonstrate you can switch focus between activities to deal with competing demands/call volume
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Manage your time effectively to achieve the best productivity during your working time
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Manage your call queue to the highest standard – prioritise and review regularly to ensure you are on top of the priority tickets, escalating, if needed
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Provide users with regular updates via telephone and the service management platform (ServiceNow)
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Ensure the tickets information are always of the highest standard (both, detail and quality of the written information)
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Proactively follow up with users as you resolve these to confirm the work is completed to their satisfaction
As a successful candidate you will need a solid foundation in 1st Line / 2nd Line IT Technical Support, preferably covering Microsoft technologies within a Technical Help Desk environment., * Previous experience working on a 1st Line / 2nd Line Technical IT Helpdesk supporting users
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Microsoft Terminal services/RDS
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Microsoft Windows 10/11
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Microsoft 365 including Intune and Autopilot
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Active Directory
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Azure Active Directory
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DNS and DHCP
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Excellent customer service, communication and interpersonal skills
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Excellent English written and oral communication skills
DESIRABLE (Nice to Have)
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ITIL v3/v4 Foundation Certification
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Experience of working in a structured, ITIL environment
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Experience of working towards specific SLAs
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Experience of working with high volume calls, to specific SLAs
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Experience of working in a structured ISO27001 environment with specific awareness of Security Incident processes
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Experience working within a Managed Service Provider (MSP)
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PTRG monitoring or infrastructure monitoring toolsets
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Windows Server Administration
SALARY: up to £32,000 per annum (depending on experience) + Benefits (see below), * Annual Salary up to £32,000 per annum
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Working in an inclusive environment
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Industry renowned training / certifications (sponsored by the company)
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Wide range of company benefits
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Based in Central London
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23 days holiday when you start, plus bank holidays, then earn additional days with years of service plus day off on your birthday
And more!, Full-Time, Permanent IT Jobs, Careers and Vacancies. Find a new job and work in City of London. Multi-Job Board Advertising and CV Sourcing Recruitment Services provided by AWD online.
First Line | 1st Line | Second Line | 2nd Line | Help Desk | Helpdesk | IT Technical Support
AWD online specialise in sourcing candidates and advertising vacancies on multiple job boards for companies on a non-commission basis. AWD online operates as an employment agency.
awd online | http://www.awdo.co.uk
IT Support Engineer / Service Desk Analyst / IT Technician employer: AWD
Contact Detail:
AWD Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Support Engineer / Service Desk Analyst / IT Technician
✨Tip Number 1
Familiarize yourself with Microsoft technologies, especially Windows 10/11 and Microsoft 365. Having hands-on experience or even personal projects involving these platforms can give you an edge during the interview.
✨Tip Number 2
Brush up on your customer service skills. Since you'll be dealing with prestigious clients, demonstrating your ability to communicate effectively and handle complaints gracefully will be crucial.
✨Tip Number 3
Prepare to discuss your experience with ticketing systems like ServiceNow. Being able to articulate how you've managed and prioritized tickets in a busy helpdesk environment will show that you're ready for the role.
✨Tip Number 4
Highlight any experience you have with ITIL practices. If you've worked in a structured ITIL environment before, make sure to mention it, as it aligns well with the company's operational standards.
We think you need these skills to ace IT Support Engineer / Service Desk Analyst / IT Technician
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in 1st and 2nd line IT support, especially with Microsoft technologies. Use specific examples of how you've resolved technical issues in a busy helpdesk environment.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention your ability to provide exceptional customer service and your motivation to learn and grow within the IT field.
Showcase Relevant Skills: Clearly list your technical skills related to the job description, such as experience with Microsoft Windows 10/11, Azure Active Directory, and ITIL practices. This will demonstrate that you have the solid foundation they are looking for.
Proofread Your Application: Before submitting, carefully proofread your application materials. Ensure there are no spelling or grammatical errors, and that your written communication is clear and professional, reflecting the high standards expected in this role.
How to prepare for a job interview at AWD
✨Showcase Your Technical Skills
Be prepared to discuss your experience with Microsoft technologies, especially Windows 10/11 and Microsoft 365. Highlight specific examples of how you've resolved technical issues in a helpdesk environment.
✨Demonstrate Excellent Communication
Since the role requires strong communication skills, practice explaining technical concepts in simple terms. Be ready to showcase how you handle customer interactions, especially when dealing with complaints or escalations.
✨Emphasize Your Problem-Solving Abilities
Prepare to discuss your approach to troubleshooting and resolving IT issues. Share examples of how you've managed competing demands and prioritized tasks effectively in a busy helpdesk setting.
✨Express Your Willingness to Learn
The company values candidates who are motivated to learn and grow. Be sure to convey your enthusiasm for ongoing training and development, and mention any relevant certifications or courses you plan to pursue.