At a Glance
- Tasks: Provide technical support to users via phone, email, and in person.
- Company: Join a dynamic IT Service Desk Team in Wakefield.
- Benefits: Competitive PAYE rate of £190 per day with potential for growth.
- Other info: Office-based role, ideal for those within commuting distance to Wakefield.
- Why this job: Gain hands-on experience in IT support while working in a collaborative environment.
- Qualifications: Previous IT Service Desk experience and knowledge of Windows OS and networking concepts required.
The predicted salary is between 36000 - 60000 £ per year.
Job Description
Service Desk Analyst / 2nd Line Engineer
An excellent contract opportunity has arisen in Wakefield for a 2nd Line Engineer / Technical Support Engineer / Service Desk Analyst for an initial period of 3 months.
The successful candidates will join an existing IT Service Desk Team of engineers, providing effective technical support to users in response to issues raised via phone, email and some in person.
Responsibilities will include:
- Use of Windows OS / Server, Active Directory, Exchange, O365, networking (LAN/WAN/VPN/protocols etc), server administration, anti-virus software and various other applications.
- To act as the first point of contact for users and suppliers for all IT support queries and issues.
- Ensure that all Incidents and Service Requests are logged correctly in the IT Service Management Tool.
- Provide support for end user devices, OS, printers, peripherals, MS Office and bespoke applications and user connectivity
- Work closely with users and other IT support teams to ensure incidents and requests are resolved within agreed SLA’s
- Assign or escalate issues to the appropriate team/third party for assistance when required
We are looking for candidates with previous experience working on an IT Service Desk, ideally in an ITIL environment with a positive “can do” attitude and good analytical, problem solving and communication skills.
Good understanding in Ms office suite applications, desktop operating systems and exposure to Active Directory (account creation, password resets, etc). An understanding of network concepts (DNS, DHCP, TCP/IP protocols) and basic networking skills (LAN/WAN/VPN support) would be advantageous.
This role will be office based 5 days a week so only candidates who are within an easy commutable distance to Wakefield will be considered.
Please note - This will be a PAYE engagement with Connected IT, at a PAYE rate in the range of £190 per day (equivalent umbrella assignment rate of £250)
For more information, please apply online and/or contact Maggie Cobos for immediate consideration.
Service Desk Analyst / 1st-2nd Line Support Engineer in Wakefield employer: Connected IT
At Connected IT, we pride ourselves on fostering a collaborative and supportive work environment where our employees can thrive. As a Service Desk Analyst in Wakefield, you will benefit from a dynamic team culture that encourages professional growth and development, alongside competitive PAYE rates. Our commitment to employee well-being and continuous learning makes us an exceptional employer for those seeking meaningful and rewarding careers in IT support.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst / 1st-2nd Line Support Engineer in Wakefield
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Connected IT. 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 Connected IT 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 Analyst / 1st-2nd Line Support Engineer in Wakefield
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 Connected IT:Your cover letter is your chance to shine! Tell us why you want to work at Connected IT 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 Connected IT!
How to prepare for a job interview at Connected IT
✨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.
