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- Tasks: Provide top-notch IT support and solve problems for end-users across the UK.
- Company: Baker Hughes is a leading energy technology company with over a century of innovation.
- Benefits: Enjoy flexible working patterns, private medical care, and comprehensive wellbeing activities.
- Why this job: Join a dynamic team that values innovation and offers opportunities for personal growth.
- Qualifications: Bachelor’s degree or equivalent experience, plus 3 years in technical support.
- Other info: Be part of a diverse team committed to making energy safer and more efficient.
The predicted salary is between 36000 - 60000 £ per year.
Do you enjoy acting quickly to solve problems? Are you passionate about delivering exceptional IT support and driving continuous improvement? Join our Digital Solutions Team. Our Digital Solutions business provides intelligent, connected technologies to monitor and control our energy extraction assets. We provide customers with the peace of mind needed to reliably and efficiently improve their operations. Our team provides a full life-cycle of exceptional hardware, software support, training and service delivery to our customers.
We’re looking for a proactive and technically skilled End User Support Specialist to join our dynamic team based in the UK. In this role, you’ll be the first point of contact for end-users, providing high-quality technical support and ensuring seamless IT service delivery. You’ll work in a fast-paced, structured environment where your analytical mindset, problem-solving abilities, and customer service skills will shine.
As an End User Support Specialist, you will be responsible for:
- Providing second-level technical support to end-users across the UK.
- Monitoring support queues and ensuring alignment with key performance indicators (KPIs) such as ASA, CSAT, and TTR.
- Applying your knowledge of ITIL v3 processes to manage incidents, problems, and changes effectively.
- Collaborating with cross-functional teams to implement compliance and security best practices.
- Driving continuous improvement initiatives within the support function.
- Utilizing ServiceNow for ticketing and workflow management.
- Supporting and troubleshooting within large manufacturing OT networks.
To be successful in this role you will:
- Have a related bachelor’s degree or demonstrate equivalent professional certification.
- Have at least 3 years' experience as an End User Support Specialist.
- Demonstrate good experience of technical support in a customer-facing role.
- Have a strong understanding of IT support processes and business operations.
- Proven experience with ITIL v3 (or later) frameworks.
- Familiarity with compliance, security standards, and continuous improvement methodologies.
- Excellent communication and interpersonal skills.
- Experience working with ServiceNow and in OT-heavy environments is highly desirable.
- Be of an analytical mindset with a proven ability to resolve problems and identify solutions.
We recognize that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns: Please discuss your preferred working patterns with the recruiter during the process.
Our people are at the heart of what we do at Baker Hughes. We know we are better when all of our people are developed, engaged and able to bring their whole authentic selves to work. We invest in the health and well-being of our workforce, train and reward talent and develop leaders at all levels to bring out the best in each other.
Our inventions have revolutionized energy for over a century. But to keep going forward tomorrow, we know we have to push the boundaries today. We prioritize rewarding those who embrace change with a package that reflects how much we value their input. Join us, and you can expect:
- Contemporary work-life balance policies and wellbeing activities.
- Comprehensive private medical care options.
- Safety net of life insurance and disability programs.
- Tailored financial programs.
- Additional elected or voluntary benefits.
We are an energy technology company that provides solutions to energy and industrial customers worldwide. Built on a century of experience and conducting business in over 120 countries, our innovative technologies and services are taking energy forward – making it safer, cleaner and more efficient for people and the planet.
Are you seeking an opportunity to make a real difference in a company that values innovation and progress? Join us and become part of a team of people who will challenge and inspire you! Let’s come together and take energy forward.
End User Support Specialist- Digital Technology employer: Baker Hughes Gruppe
Contact Detail:
Baker Hughes Gruppe Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land End User Support Specialist- Digital Technology
✨Tip Number 1
Familiarise yourself with ITIL v3 processes, as this role heavily relies on managing incidents and changes effectively. Brush up on your knowledge of compliance and security standards to demonstrate your understanding during discussions.
✨Tip Number 2
Highlight your experience with ServiceNow, especially if you've used it for ticketing and workflow management. Be prepared to discuss specific examples of how you've utilised this tool to improve support efficiency.
✨Tip Number 3
Showcase your problem-solving abilities by preparing real-life scenarios where you successfully resolved technical issues. This will help illustrate your analytical mindset and customer service skills during the interview.
✨Tip Number 4
Research the company’s recent initiatives in energy technology and continuous improvement. Being knowledgeable about their projects can help you connect your skills to their goals and demonstrate your genuine interest in the role.
We think you need these skills to ace End User Support Specialist- Digital Technology
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience as an End User Support Specialist. Emphasise your technical support skills, familiarity with ITIL v3 processes, and any experience with ServiceNow or OT environments.
Craft a Compelling Cover Letter: In your cover letter, express your passion for delivering exceptional IT support. Mention specific examples of how you've solved problems in previous roles and how you can contribute to the Digital Solutions Team.
Highlight Key Skills: Clearly outline your analytical mindset, problem-solving abilities, and customer service skills in your application. These are crucial for the role and should be evident throughout your documents.
Showcase Continuous Improvement Initiatives: If you have experience driving continuous improvement initiatives, make sure to include this in your application. Companies value candidates who can enhance processes and contribute to overall efficiency.
How to prepare for a job interview at Baker Hughes Gruppe
✨Showcase Your Problem-Solving Skills
As an End User Support Specialist, you'll need to demonstrate your ability to think on your feet. Prepare examples of past experiences where you successfully resolved technical issues quickly and efficiently, highlighting your analytical mindset.
✨Familiarise Yourself with ITIL v3
Since the role requires knowledge of ITIL v3 processes, make sure you brush up on these frameworks. Be ready to discuss how you've applied ITIL principles in previous roles, particularly in managing incidents and changes.
✨Understand the Company’s Technology Stack
Research the technologies and tools used by the company, especially ServiceNow and any specific OT networks. Showing that you have a grasp of their systems will demonstrate your proactive approach and readiness to contribute.
✨Prepare for Customer-Facing Scenarios
Given the customer-facing nature of the role, be prepared to discuss how you handle difficult situations with end-users. Think of examples where you provided exceptional service and how you maintained professionalism under pressure.
