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For Companies At a Glance
- Tasks: Support users with tech issues, set up hardware, and maintain IT systems.
- Company: Join EBSCO, a global leader in information services, dedicated to innovation.
- Benefits: Enjoy a competitive salary, flexible hybrid work, and ongoing training opportunities.
- Why this job: Be part of a dynamic team, solve complex problems, and make a real impact.
- Qualifications: Bachelor's degree in IT or equivalent, plus 2-3 years of support experience.
- Other info: Work in a collaborative environment with a focus on inclusivity and support.
The predicted salary is between 30000 - 42000 £ per year.
Your Opportunity
We are looking for a Desktop Support Technician to join our dynamic IT team in Didcot. This hybrid role offers the opportunity to support EBSCO’s UK offices and associated territories with both onsite and remote technical assistance. You will play a critical role in end-user support, hardware deployment, troubleshooting, and maintaining IT systems and documentation.
This is a hands-on position perfect for someone who thrives in a fast-paced, customer-oriented environment and enjoys solving complex technical issues.
What You\’ll Do
- Set up, configure, and decommission laptops and IT hardware across UK sites.
- Provide desk-side and remote support (LogMeIn) for hardware/software issues and service requests.
- Escalate advanced issues to internal support teams and external vendors as necessary.
- Maintain up-to-date inventory of hardware, software, and accessories.
- Support AV/VC systems, printers, mobile devices, and conference room technologies.
- Document issues, solutions, and procedures in IT ticketing and knowledge base systems.
- Assist with procurement and hardware lifecycle management, including vendor coordination.
- Collaborate with global teams including Infrastructure, Engineering, Security, and HR.
- Ensure compliance with corporate IT policies and cybersecurity best practices.
About You
What You Bring
- Bachelor\’s degree in IT, Computer Science, or equivalent experience.
- 2–3 years\’ experience in IT support or system administration, ideally in a multi-site or enterprise environment.
- Strong knowledge of Windows and macOS systems, networking basics, and Active Directory.
- Experience supporting a range of IT infrastructure including AV systems and MDM tools.
- Excellent communication and interpersonal skills, with a customer-first mindset.
- Comfortable working independently and cross-functionally across time zones.
- Familiarity with IT service management tools (e.g., ServiceNow) and IT asset management.
Preferred Qualifications
- ITIL Foundation Certification or knowledge of ITIL processes.
- Experience supporting Microsoft 365, Teams, and SharePoint.
- Strong analytical and troubleshooting skills.
- Experience with IT procurement, budgeting, and vendor relations.
- Technical documentation writing skills.
- Exposure to cybersecurity practices and compliance standards.
Why Join EBSCO?
- Competitive salary and comprehensive benefits
- Flexible hybrid working model (3 days remote, 2 days onsite)
- Work with a global, mission-driven team in a collaborative environment
- Permanent training opportunities
- Inclusive and supportive company culture
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Desktop Support Technician employer: EBSCO
Contact Detail:
EBSCO Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Desktop Support Technician
✨Tip Number 1
Familiarise yourself with the specific IT tools and systems mentioned in the job description, such as ServiceNow and MDM tools. Having hands-on experience or knowledge about these platforms can give you an edge during discussions.
✨Tip Number 2
Brush up on your troubleshooting skills, especially for Windows and macOS systems. Be prepared to discuss real-life scenarios where you've successfully resolved technical issues, as this will demonstrate your problem-solving abilities.
✨Tip Number 3
Network with current or former employees of EBSCO or similar companies. They can provide insights into the company culture and expectations, which can help you tailor your approach during interviews.
✨Tip Number 4
Showcase your customer service mindset by preparing examples of how you've effectively communicated with users in past roles. Highlighting your interpersonal skills can set you apart in a customer-oriented environment.
We think you need these skills to ace Desktop Support Technician
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, particularly with Windows and macOS systems. Emphasise any hands-on roles you've had, especially in multi-site environments.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the Desktop Support Technician role. Mention specific skills that align with the job description, such as troubleshooting abilities and experience with IT service management tools.
Showcase Technical Skills: Clearly outline your technical skills related to hardware deployment, AV systems, and MDM tools. Provide examples of how you've successfully resolved complex technical issues in previous roles.
Highlight Communication Skills: Since this role requires excellent communication and interpersonal skills, include examples of how you've effectively supported users or collaborated with teams in past positions. This will demonstrate your customer-first mindset.
How to prepare for a job interview at EBSCO
✨Know Your Technical Stuff
Brush up on your knowledge of Windows and macOS systems, networking basics, and Active Directory. Be prepared to discuss your hands-on experience with hardware deployment and troubleshooting, as this role requires a solid understanding of IT infrastructure.
✨Show Off Your Customer Service Skills
Since this position is customer-oriented, be ready to share examples of how you've successfully resolved technical issues for users in the past. Highlight your excellent communication skills and your ability to work well under pressure.
✨Familiarise Yourself with ITIL Practices
If you have knowledge of ITIL processes or hold an ITIL Foundation Certification, make sure to mention it. Understanding IT service management tools like ServiceNow can set you apart from other candidates.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Think of specific scenarios where you had to troubleshoot complex issues or manage multiple requests simultaneously, and be ready to explain your thought process and the outcomes.
