At a Glance
- Tasks: Provide front-line IT support and resolve customer incidents efficiently.
- Company: Join a dynamic team at a leading IT services provider in Ystrad Mynach.
- Benefits: Enjoy a competitive salary, pension scheme, and generous holiday entitlement.
- Other info: Great opportunities for personal growth and skill development.
- Why this job: Kickstart your IT career while making a real difference for customers.
- Qualifications: Basic IT support experience and strong communication skills required.
The predicted salary is between 25000 - 30000 £ per year.
Location: Ystrad Mynach, Wales
Business Unit: Services
Reporting Line: Service Experience Manager
Package: Basic salary plus non-sales incentive
Clearance: SC vetting required
Role Summary
As a Service Desk Engineer, you will provide front-line IT support across desktop, laptop, application and user access issues. You will work closely with customers, internal teams and colleagues across Ci to log, investigate and resolve incidents while helping improve service documentation and support processes.
What you’ll do
- Customer Support
- Capture, log and manage customer requests and incidents.
- Provide responsive 1st Line support to public and private sector customers.
- Support internal Ci users with day-to-day IT issues.
- Communicate clearly with users, keeping them informed throughout the support process.
- Technical Delivery
- Troubleshoot desktop and laptop operating system issues.
- Support Microsoft Office applications, including Outlook.
- Install, configure and troubleshoot software.
- Use remote support tools to diagnose and resolve user issues where appropriate.
- Service Improvement
- Help develop the service desk support model.
- Build and maintain work instructions and support documentation.
- Share knowledge with colleagues to improve consistency and service quality.
- Identify recurring issues and contribute to practical improvements.
- Governance and Security
- Follow Centerprise information security policies.
- Report security weaknesses or incidents promptly.
- Work in line with health and safety expectations across the Group.
- Make sound decisions within your role and escalate when needed.
What success looks like
- Customers receive clear, professional and timely support.
- Incidents and requests are logged accurately and progressed efficiently.
- Common desktop, laptop, Office and Outlook issues are resolved at 1st Line where possible.
- Documentation and work instructions help the team deliver a more consistent service.
- Security and health and safety responsibilities are followed in day-to-day work.
- You continue building the skills needed to progress towards more advanced technical support roles.
What you’ll bring
- Core experience
- Experience providing basic or 1st Line support for desktop and laptop operating systems.
- Knowledge of Microsoft Office support and troubleshooting.
- Knowledge of Microsoft Outlook support and troubleshooting.
- Experience installing, configuring and troubleshooting software.
- GCSE Maths and English at grade A to C, or equivalent.
- Technical capability
- Confident handling routine IT issues and gathering the information needed to progress them.
- Able to follow support processes, document activity and keep records accurate.
- Comfortable working with users who need clear, practical guidance.
- Able to prioritise work with management guidance.
- Behaviours and approach
- Strong communication skills and a professional, positive approach.
- A customer-focused mindset and commitment to service quality.
- Good problem-solving ability for routine support issues.
- A strong work ethic and pride in seeing tasks through to completion.
- Willingness to learn new technologies and managed services skills.
- Confidence to constructively challenge and suggest improvements.
- Experience working on an IT service desk, including logging and resolving issues.
- Basic networking knowledge, such as wireless access points, switches, routers and firewalls.
- Experience with Active Directory and Exchange, including user and permission management.
- Experience administering desktop antivirus software, such as Sophos.
- Awareness of data backup and replication technologies, such as Veeam, EVault, Datto or Asigra.
- Understanding of printing and unified communications systems.
- Understanding of virtualisation concepts and technologies.
- Familiarity with monitoring tools, such as PRTG, and alert management.
- Experience using remote customer support tools, such as RDP or LogMeIn.
Benefits
- Basic salary plus non-sales incentive.
- Pension, including the option to join the Salary Sacrifice/Exchange for Pension scheme.
- Electric Vehicle Salary Sacrifice Scheme.
- Death in Service cover at four times basic salary.
- SAGE Employee Benefits membership.
- Salary Sacrifice charity donation scheme.
- Ci Christmas Savings Club.
- Ci Lottery.
- Out-of-town offices with free parking.
- Private Medical Insurance available, partially subsidised by Ci.
- Two days for personal wellbeing.
- 25 days holiday entitlement, rising to 28 days after more than five years’ service.
- Holiday Purchase Scheme.
Service Desk Engineer in Hengoed employer: CENTERPRISE INTERNATIONAL LIMITED
At Ci, we pride ourselves on being an excellent employer, offering a supportive work culture that prioritises employee growth and wellbeing. Located in Ystrad Mynach, our Service Desk Engineer role provides not only competitive salaries and comprehensive benefits, including private medical insurance and generous holiday allowances, but also opportunities for professional development in a collaborative environment. Join us to be part of a team that values clear communication, service quality, and continuous improvement.
Contact Details:
CENTERPRISE INTERNATIONAL LIMITED Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Engineer in Hengoed
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at CENTERPRISE INTERNATIONAL LIMITED. 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 CENTERPRISE INTERNATIONAL LIMITED 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 Service Desk Engineer in Hengoed
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 CENTERPRISE INTERNATIONAL LIMITED:Your cover letter is your chance to shine! Tell us why you want to work at CENTERPRISE INTERNATIONAL LIMITED 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 CENTERPRISE INTERNATIONAL LIMITED!
How to prepare for a job interview at CENTERPRISE INTERNATIONAL LIMITED
✨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.
