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For Companies At a Glance
- Tasks: Support colleagues with technical issues via phone, email, or ticketing system.
- Company: Join Chase de Vere, a dynamic team of 650 across 18 offices.
- Benefits: Enjoy 25 days holiday, annual bonus, and flexible benefits tailored to you.
- Why this job: Be part of a nurturing culture that values your growth and community impact.
- Qualifications: 1-2 years in a Helpdesk role, strong Windows OS and Office365 knowledge required.
- Other info: Opportunity for funded exams, paid study leave, and volunteering days.
The predicted salary is between 30000 - 42000 £ per year.
We are currently recruiting an IT Service Desk Technician to join our team. This role is pivotal in ensuring we continue to support our colleagues with any technical issues that may arise and resolve in a timely manner.
As a company, we are made up of circa 650 colleagues across 18 offices and the role of our IT Service Desk Technicians is to support each and every one of them on a day to day basis.
The role
The IT team keep the wheels turning at Chase de Vere! Forgot your password? Printer not working? Lost an important piece of work? Our IT Service Desk Team are the people who we will call to save the day.
Our Service Desk Support technician are the interface into the IT department for all end users. The role deals with all initial queries and incidents logged via a central Service Desk incident logging tool. Incidents are dealt with or escalated as necessary ensuring that all incidents are resolved within SLA and first response is not violated.
As well as requiring the technical knowledge, this role requires excellent customer service skills and patience. Remember, what seems simple to you is completely alien for most.
What Your Role Will Involve
- Responding promptly to IT support requests received via phone, email, or the ticketing system, ensuring resolution within agreed Service Level Agreements (SLAs).
- Diagnosing and resolving a wide range of technical issues, including hardware, software, and network-related problems.
- Escalating unresolved or complex incidents to the Service Desk Manager or the Systems & Security team, following escalation protocols.
- Installing, configuring, and maintaining desktop and laptop devices, ensuring optimal performance and user readiness.
- Identifying and flagging recurring incidents or patterns for problem management and long-term resolution.
- Managing the repairing, replacing, or recovering lost, damaged, or faulty IT equipment in line with company procedures.
- Supporting the onboarding and offboarding process, including user account setup, access provisioning, and equipment allocation or retrieval.
- Maintaining accurate and up-to-date documentation within internal systems, including the Service Desk Knowledgebase, to support knowledge sharing and continuous improvement.
Experience and Skills
- 1 to 2 years experience working in a busy Helpdesk/Service Desk environment
- Strong knowledge of Windows OS and Office365
- Experience with Azure Active Director
- Problem solving techniques and capabilities
- Excellent communication skills
- ITIL certification would be beneficial
WHAT\’S IN IT FOR YOU?
By joining Chase de Vere, youll have a progressive career with great benefits and a nurturing culture that makes you part of something special.
- Opportunity to earn an annual bonus
- 25 days holiday, plus bank holidays
- A day off for your birthday
- Life assurance 4 x salary
- Comprehensive induction and training programme
- Funded exams and paid study leave
- A wide range of voluntary flexible benefits to suit your individual needs
- The option to buy additional holiday days
- Cycle to work Scheme
- Two paid volunteering days each year, to support your local community
- Employee Assistance Programme with access to a 24/7 helpline
- Access to our free mortgage service, through our internal mortgage team
- Our Employee Forum and Diversity & Inclusion group
- Local and companywide events in support of our company charities
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IT Service Desk Technician employer: Chase de Vere
Contact Detail:
Chase de Vere Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Technician
✨Tip Number 1
Familiarise yourself with common IT issues and solutions, especially those related to Windows OS and Office365. This will not only boost your confidence during the interview but also demonstrate your proactive approach to problem-solving.
✨Tip Number 2
Brush up on your customer service skills. Since this role involves direct interaction with colleagues, practice how you would handle various scenarios where patience and clear communication are key.
✨Tip Number 3
Get comfortable with ticketing systems and incident logging tools. If you have experience with any specific software, be ready to discuss it, as familiarity with these tools is crucial for the role.
✨Tip Number 4
Research ITIL principles, even if you don't have certification yet. Understanding these concepts can give you an edge in discussions about incident management and service delivery.
We think you need these skills to ace IT Service Desk Technician
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, particularly in a Helpdesk or Service Desk environment. Emphasise your technical skills with Windows OS, Office365, and any experience with Azure Active Directory.
Craft a Strong Cover Letter: Write a cover letter that showcases your customer service skills and problem-solving abilities. Mention specific examples of how you've resolved technical issues in the past and how you can contribute to the team at Chase de Vere.
Highlight Relevant Certifications: If you have any ITIL certification or other relevant qualifications, make sure to include them in your application. This will demonstrate your commitment to professional development and understanding of IT service management.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail, which is crucial for an IT Service Desk Technician role.
How to prepare for a job interview at Chase de Vere
✨Showcase Your Technical Skills
Be prepared to discuss your experience with Windows OS, Office 365, and Azure Active Directory. You might be asked to solve a technical problem on the spot, so brush up on your troubleshooting techniques.
✨Demonstrate Excellent Customer Service
Since this role involves supporting colleagues, highlight your communication skills and patience. Share examples of how you've successfully resolved issues for users in the past, especially those who may not be tech-savvy.
✨Understand the Importance of SLAs
Familiarise yourself with Service Level Agreements (SLAs) and be ready to discuss how you prioritise tasks to meet these deadlines. Showing that you understand the urgency of IT support can set you apart.
✨Prepare Questions About the Role
Have a few thoughtful questions ready about the team dynamics, the tools they use, or their approach to problem management. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
