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- Tasks: Provide top-notch IT support via phone, email, and webchat to our prestigious clients.
- Company: Join a leading IT solutions provider with over 30 years of experience.
- Benefits: Enjoy a performance bonus, generous leave, and sponsored training opportunities.
- Why this job: Gain hands-on experience in a dynamic environment while learning the latest technologies.
- Qualifications: Microsoft qualifications or working towards them; experience in IT support is a plus.
- Other info: Be part of a supportive team culture with excellent career growth potential.
The predicted salary is between 30000 - 42000 £ per year.
Doherty Associates (DA) has delivered IT solutions for over 30 years to some of the world's most prestigious and demanding clients. We focus on the professional and financial services sectors, including private equity, venture capital, and legal firms, including some of the UK's top ten law firms. We are a Microsoft Gold Partner with four Solutions Partner Designations (including Modern Work), a Tier 1 Microsoft CSP relationship and are ISO27001 & ISO9001 accredited.
As the 1st Line Support Engineer you will be responsible for providing specialist IT support to DA's customers, mainly via phone, email, webchat, and other remote connection software to endpoints and servers. You will be a part of our global service desk team and collaborate with our support team in Kuala Lumpur. From time to time, you may also work directly at the customer's offices (London based). As such, you will need to demonstrate a good level of empathy and excellent customer service skills, to ensure DA can maintain delivery of first-class support service.
This role offers exposure to the full IT landscape, not just a subset of the technology. As such, this role will suit a technical professional, who enjoys working in a fast-paced, dynamic environment, learning about the latest technologies, and impressing with their knowledge to clients and peers. This is an office-based role (you will work from our London office in Holborn, Monday to Friday).
Typical duties
- Act as a first point of customer contact; manage incoming calls, create tickets and/or route calls through to other engineers as required
- Manage your ticket queue, accurately logging and efficiently progressing tickets to resolution
- Effectively utilise the existing procedures and act as a champion of the process documentation
- Support onboarding and coaching of new engineers to the team
- Stay abreast of new and emerging technologies. Progress your personal development by completing relevant Microsoft accreditations (sponsored by DA)
Qualification and experience
- One of the Microsoft qualifications (or working toward): MD 101, MS-100, MS-101
- Background of working in a Managed Service Provider (MSP) or B2B environment
- Experience of working within the ITIL framework
- Hands-on experience of working with Office 365 and ideally E3, E5, EMS/Azure, IaaS
- Good troubleshooting experience of Microsoft Desktop Operating System
- Excellent spoken and written English (ability to write clear and detailed tickets, and effectively communicate with users over the phone as well as in person)
About you
- High level of empathy with excellent communication skills (both verbal and written)
- Sense of urgency and accountability
- Reliable with high level of resilience
- Proactive
- Self-motivated and positive
- Team player. Supportive of a 'better together' culture
- Keen to learn and share knowledge
- Adaptable. Able to respond to a fast-changing technical environment
What we offer in return
- Performance bonus
- Subsidised home-to-office standard travel costs (for the 3rd, 4th and 5th day in a week)
- 34 days of annual leave (incl. 8 UK bank holidays and a day off on your birthday)
- Enhanced family-friendly benefit schemes including company sick pay
- Sponsored training and development, and a technical exams incentive scheme
- Private medical insurance and Employee Assistance Programme
Service Desk Specialist in London employer: Doherty Associates
Contact Detail:
Doherty Associates Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Specialist in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with current employees at Doherty Associates. A friendly chat can sometimes lead to opportunities that aren’t even advertised!
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills and customer service scenarios. Think about how you’d handle tricky situations and be ready to share examples from your past experiences.
✨Tip Number 3
Show your enthusiasm for the role! When you get the chance to speak with someone from the team, let them know why you’re excited about working as a Service Desk Specialist at Doherty Associates. Passion goes a long way!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team!
We think you need these skills to ace Service Desk Specialist in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Desk Specialist role. Highlight relevant experience, especially in IT support and customer service, and don’t forget to mention any Microsoft qualifications you have or are working towards!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to showcase your passion for IT and customer service. Mention how your skills align with the job description and why you want to join Doherty Associates.
Show Off Your Communication Skills: Since this role requires excellent communication, make sure your application reflects that. Use clear and concise language, and ensure there are no typos or grammatical errors. We want to see your best written English!
Apply Through Our Website: Don’t forget to apply through our website! It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, we love seeing candidates who follow the process!
How to prepare for a job interview at Doherty Associates
✨Know Your Tech
Make sure you brush up on your knowledge of Microsoft products, especially Office 365 and Azure. Be ready to discuss your hands-on experience and any relevant qualifications you have or are working towards. This will show that you're not just familiar with the tech but also passionate about it.
✨Showcase Your Customer Service Skills
Since this role is all about providing first-class support, prepare examples of how you've handled customer interactions in the past. Think about times when you demonstrated empathy and effective communication, as these are key traits for a Service Desk Specialist.
✨Understand the Company Culture
Doherty Associates values a 'better together' culture, so be ready to discuss how you work in teams and support your colleagues. Share experiences where collaboration led to success, and express your enthusiasm for being part of a global service desk team.
✨Prepare for Scenario Questions
Expect to face scenario-based questions during your interview. Practice how you would handle common IT support issues, such as troubleshooting a Microsoft Desktop Operating System problem or managing a high volume of tickets. This will demonstrate your problem-solving skills and ability to work under pressure.
