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For Companies At a Glance
- Tasks: Provide first and second-line IT support to users, resolving hardware and software issues.
- Company: Join a high-profile organisation with a successful Service Desk team delivering top-notch support.
- Benefits: Enjoy a competitive salary of £32-34K plus excellent UK employee benefits, including a great pension scheme.
- Why this job: Be part of a dynamic environment where you can grow your tech skills and make a real impact.
- Qualifications: Experience in Service Desk or 1st/2nd Line IT Support is essential; strong knowledge of Windows and Microsoft 365 required.
- Other info: Must have lived and worked in the UK for the last 5 years for security clearance.
The predicted salary is between 32000 - 34000 £ per year.
Job Title: IT Service Desk Technician
Location: Gloucester
Salary: Up to 35,000 per annum
About the Role:
We are looking for a IT Service Desk Technician to deliver a first-class front-line support service. You will provide assistance to users with network, application, and device issues, ensuring timely and effective resolution in line with agreed service levels.
You will handle support requests via the self-service portal, telephone, and occasional in-person visits, providing reassurance, clear solutions, and a positive customer experience. Your role will also involve updating knowledge bases, following established processes, and maintaining accurate asset records.
Key Responsibilities:
- Respond promptly to incidents and service requests, resolving issues within published SLA targets.
- Escalate complex incidents appropriately within the IT team.
- Maintain accurate records and documentation in line with IT processes.
- Update Standard Operating Procedures (SOPs) and knowledge articles, sharing best practices with colleagues.
- Support colleagues in achieving team support objectives.
- Visit users on-site or at other offices to troubleshoot, configure, and advise on IT equipment and software.
- Promote ICT Self Service tools and resources to enhance user experience.
Skills & Experience:
- Proven experience in a Service Desk or IT support role.
- Strong understanding of IT infrastructure, Microsoft products, and hardware devices.
- Excellent customer service and communication skills, with the ability to listen and ask probing questions.
- Experience with Active Directory, Exchange Management Console, Windows 10/11, Intune, Microsoft Office 2016/365, Outlook, and SharePoint.
- Knowledge of Incident, Problem, Change, and Configuration Management processes (ITIL Foundation V4 desirable).
- Adaptable, quick thinker, and capable of working effectively in a diverse and changing environment.
IT Service Desk Technician employer: Data Careers
Contact Detail:
Data Careers Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Technician
✨Tip Number 1
Familiarise yourself with the specific tools and technologies mentioned in the job description, such as Active Directory, Exchange, and Windows 10/11. Having hands-on experience or relevant certifications can really set you apart during the interview.
✨Tip Number 2
Brush up on your ITIL knowledge, especially around incident management and service delivery. Being able to discuss how you've applied ITIL principles in past roles will demonstrate your understanding of best practices in IT support.
✨Tip Number 3
Prepare for common technical support scenarios that may come up during the interview. Think about how you would troubleshoot issues with Microsoft Office or network connectivity, and be ready to explain your thought process clearly.
✨Tip Number 4
Showcase your customer service skills by preparing examples of how you've handled difficult situations with users in the past. Highlighting your ability to communicate effectively and maintain a positive attitude under pressure will resonate well with the hiring team.
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 with Windows 10/11, Microsoft 365, and Active Directory. Use specific examples to demonstrate your skills in troubleshooting and customer service.
Craft a Strong Cover Letter: Write a cover letter that addresses the key responsibilities of the role. Mention your hands-on experience in providing first and second-line support and how you can contribute to maintaining high standards of customer service.
Highlight Relevant Skills: In your application, emphasise your knowledge of ITIL processes and your ability to manage support tickets effectively. Mention any experience you have with ITSM tools like IFS Assyst.
Showcase Communication Skills: Since excellent communication is crucial for this role, provide examples of how you've successfully communicated with users in previous positions. This could include resolving issues over the phone or in person.
How to prepare for a job interview at Data Careers
✨Know Your Technical Stuff
Make sure you're well-versed in the key skills listed in the job description, such as Active Directory, Windows 10/11, and Microsoft 365. Brush up on troubleshooting techniques for common issues, as you'll likely be asked to demonstrate your technical knowledge during the interview.
✨Showcase Your Customer Service Skills
Since this role involves a lot of user interaction, be prepared to discuss your approach to customer service. Share examples of how you've successfully resolved user issues in the past and how you maintain a positive attitude even under pressure.
✨Familiarise Yourself with ITIL Processes
Understanding ITIL-based processes is crucial for this position. Be ready to explain how you've applied these principles in previous roles, particularly in incident management and service delivery, to show that you can contribute effectively to their team.
✨Prepare Questions for Them
Interviews are a two-way street, so think of insightful questions to ask about the team dynamics, tools they use, or their approach to training and development. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
