At a Glance
- Tasks: Deliver exceptional customer support and resolve technical issues with a proactive approach.
- Company: Join a friendly IT consultancy that values curiosity and collaboration.
- Benefits: Enjoy unlimited holidays, private healthcare, and flexible hybrid working.
- Other info: Work with diverse technologies and grow in a supportive environment.
- Why this job: Make a real impact by helping clients feel valued and supported.
- Qualifications: 2+ years in IT, knowledge of ITIL, and strong troubleshooting skills.
The predicted salary is between 24750 - 30250 £ per year.
location_pin Durham, England / Glasgow, Scotland location_on Durham, England / Glasgow, Scotland
We’re problem solvers at heart.
Sometimes the answer is technology, sometimes it is strategy, and sometimes it is a strong cup of tea and a bit of thoughtful conversation.
Whatever it takes, we work it out with our clients.
We’re an IT consultancy that helps organisations get the best out of their technology.
That means keeping them secure and keeping the bad guys out, making sure everything works and is easy to use, and doing smart things with data and software to give their business an edge.
It is important work, and we care about doing it well and for the right reasons.
Life at Waterstons is friendly, flexible and built on trust.
We hire people who are curious, thoughtful and good at getting to the heart of a problem.
You get support, trust and room to grow in a place that still feels human.
The unlimited holidays and private healthcare are a nice touch, although most people stay because it feels like the right place to do good work with good people.
What You’ll Be Doing
We’re looking for a Service Desk Engineer who is passionate about delivering exceptional customer experiences above all else.
Our clients rely on us to keep them informed, supported, and confident in the service they receive, so we’re seeking someone who naturally puts the customer at the heart of everything they do.
You’ll communicate clearly and proactively throughout every stage of a ticket, ensuring clients always feel valued and reassured.
Alongside this customer‑first mindset, you’ll bring a love for technology, a collaborative approach, and a genuine interest in continual improvement as you support our diverse range of clients across our expanding global team.
We offer hybrid working, giving you flexibility in your place of work, but we do strongly encourage regular office attendance in either our Durham or Glasgow office, where possible.
Shifts are 9.5 hours, working with the Australian team.
This includes working one weekend in four and public holidays.
The UK team’s coverage is generally from 7:00 am to 11:00 pm.
This role is eligible for a shift allowance of £2.5k.
- Day-to-day responsibilities
- Act as a technical escalation point and support junior team members through guidance and knowledge sharing.
- Deliver high‑quality technical support that reflects our commitment to exceptional customer experience.
- Keep customers clearly and proactively informed throughout the lifecycle of their tickets.
- Apply ITIL principles to ensure consistent, reliable, customer‑focused service delivery.
- Take ownership of issues to ensure timely, effective resolution.
- Contribute to the improvement, testing, and documentation of processes that enhance service quality.
- Work collaboratively with other teams to provide a seamless, joined‑up customer experience.
- Some of the skills we are looking for
- At least 2+ years of experience within the IT industry.
- Knowledge of the ITIL framework, an understanding of how to prioritise work and major incidents, and the ability to display your troubleshooting skills.
During your time on our Service Desk you will be exposed to a wide range of technologies, where experience is desirable.
- Below is an example of the types of technologies that you will see on a day-to-day basis:
- Infrastructure: Cisco, HP & Dell Switches/ Cisco ASA / VMware / Veeam / Hyper‑V / NAS / SAN Storage
- Servers: Windows Servers / Active Directory (Group Policy/Login Scripts) / Exchange / SCCM / Power Shell
- Desktops: Windows / Mac OS
- #J-18808-Ljbffr
Service Desk Engineer in Glasgow employer: CyberNorth
Accenture is an exceptional employer that champions innovation and inclusivity, offering a dynamic work environment where employees can thrive. With a strong focus on professional development, including pathways to NCSC certification, and a comprehensive benefits package that includes generous vacation time and support for charitable initiatives, Accenture empowers its team members to make a meaningful impact both within the company and in the community. The collaborative culture and commitment to diversity ensure that every voice is heard, making it a rewarding place to build a career in the heart of the UK's vibrant cities.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Engineer in Glasgow
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what CyberNorth values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges CyberNorth might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at CyberNorth!
✨Direct Apply to CyberNorth
Let's not forget to apply directly through the CyberNorth website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Service Desk Engineer in Glasgow
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at CyberNorth.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at CyberNorth. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at CyberNorth
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
