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- Tasks: Provide 24/7 IT support, troubleshoot issues, and ensure user satisfaction.
- Company: Join a dynamic team focused on delivering top-notch IT services.
- Benefits: Competitive salary, flexible shifts, and opportunities for skill development.
- Why this job: Be the hero who keeps IT systems running smoothly and helps users thrive.
- Qualifications: Degree in engineering or related field; experience in IT support is a plus.
- Other info: Exciting career growth in a fast-paced environment with a focus on teamwork.
Our client is seeking a proactive and customer-focused Service Desk Support Engineer to join their team in providing 24/7/365 support for end users. The ideal candidate will be responsible for delivering high-quality technical support, troubleshooting and resolving IT issues, and ensuring minimal downtime for users, no matter the time of day. This is an exciting opportunity for someone who thrives in a fast-paced environment and is dedicated to ensuring the optimal performance of IT systems and services.
Working Hours: This role requires the ability to work in a 24/7/365 rotational shift pattern, including nights, weekends, and public holidays. Flexibility and a positive attitude are essential for success in this role.
Key Accountabilities / Responsibilities:
- Serve as the primary point of contact for all IT-related inquiries and incidents from end-users via phone, email, or ticketing system.
- Troubleshoot and resolve issues related to operating systems, applications, printers, networks, and other IT-related tools.
- Document all support requests and resolutions in the ticketing system, ensuring accuracy and completeness.
- Contribute to the development of internal knowledge base articles and user guides to improve self-service and troubleshooting.
- Communicate with end-users to update them on the status of open issues and provide clear instructions for resolution.
- Prioritise and escalate unresolved issues to other support teams as necessary.
- Monitor system alerts and perform routine checks to ensure IT services are running optimally.
- Collaborate with other departments and IT teams to resolve complex issues and improve service delivery.
- Ensure adherence to IT service management best practices, including SLAs and ITIL guidelines.
- Provide excellent customer service, maintaining a professional demeanour and ensuring high user satisfaction.
- Adhere to the Prolinx Security Policies in all practices to ensure our continued compliance with the Secure by Design Principles.
Experience: A degree or equivalent qualification in engineering (or a related field). Proven experience in IT support, technical support, or helpdesk roles.
Technical Skills: Familiarity with relevant engineering tools, programming languages, or technologies. Familiarity with enterprise products such as Microsoft 365, VDI solutions, and collaboration tools (e.g., Teams, SharePoint). Strong desire to learn and develop technical skills. Hands-on experience with tools like ServiceNow, Jira Service Management, or similar ITSM platforms.
Overview:
- Position - Service Desk Support Engineer – Permanent
- Location – Shrivenham, Swindon (Rotational Hybrid)
- Salary – £26k - £30k
Only apply for this role if you currently hold the specific Government Security Clearance or are eligible for Government Security Clearance. Due to the nature of work undertaken at our client's site, incumbents of these positions are required to meet special nationality rules and therefore these vacancies are only open to sole British Citizens. Applicants who meet this criteria will also be required to undergo security clearance vetting, if not already security cleared to a minimum SC level.
Electus Recruitment Solutions provides specialist engineering and technical recruitment solutions to a number of high technology industries. We thank you for your interest in this vacancy. If you don't hear from us within 7 working days please presume your application has been unsuccessful on this occasion. You are of course free to resubmit your CV/details in the future and we shall assess your suitability at that time.
This is a Permanent Role.
Service Desk Engineer employer: Electus Recruitment Solutions
Contact Detail:
Electus Recruitment Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Engineer
✨Tip Number 1
Get to know the company before your interview! Research their values, culture, and recent projects. This will help us tailor our answers and show that we're genuinely interested in being part of their team.
✨Tip Number 2
Practice common interview questions related to IT support. Think about how you would troubleshoot specific issues or handle difficult customers. We want to be ready to showcase our problem-solving skills!
✨Tip Number 3
Don’t forget to prepare some questions for the interviewer! Asking about team dynamics or the tools they use shows that we’re engaged and eager to learn more about the role.
✨Tip Number 4
Apply through our website for a smoother process! It helps us keep track of applications and ensures we don’t miss out on any opportunities. Plus, it’s super easy to do!
We think you need these skills to ace Service Desk Engineer
Some tips for your application 🫡
Read the Job Description Carefully: Before you start writing your application, take a good look at the job description. Make sure you understand what the role entails and how your skills align with the requirements. This will help us see that you’re a great fit!
Tailor Your CV and Cover Letter: Don’t just send out the same CV for every job. Customise your CV and cover letter to highlight your relevant experience and skills for the Service Desk Engineer role. We love seeing how you can bring your unique background to our team!
Show Off Your Customer Service Skills: Since this role is all about providing top-notch support, make sure to showcase your customer service experience. Share examples of how you've helped users in the past and how you handle tricky situations. We want to know you can keep our users happy!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss any important updates. Plus, it shows us you’re keen on joining our team!
How to prepare for a job interview at Electus Recruitment Solutions
✨Know Your Tech Inside Out
Make sure you brush up on your technical skills before the interview. Familiarise yourself with common troubleshooting scenarios related to operating systems, applications, and networks. Being able to discuss these confidently will show that you're ready to tackle the challenges of a Service Desk Engineer.
✨Demonstrate Customer Service Skills
Since this role is all about providing excellent support, think of examples from your past experiences where you went above and beyond for a customer. Be prepared to share how you handled difficult situations and maintained a professional demeanour, even under pressure.
✨Familiarise Yourself with ITSM Tools
If you have experience with tools like ServiceNow or Jira Service Management, be ready to talk about it! If not, do a bit of research on these platforms and understand their functionalities. This will help you stand out as someone who is proactive and eager to learn.
✨Prepare for Shift Work Questions
Since the role requires flexibility with 24/7 shifts, be prepared to discuss your availability and how you manage work-life balance. Showing that you have a positive attitude towards shift work can make a great impression on the interviewers.
