At a Glance
- Tasks: Provide top-notch technical support and troubleshoot software issues for users.
- Company: Join a dynamic IT team focused on customer satisfaction and innovation.
- Benefits: Competitive pay, flexible hours, and opportunities for professional growth.
- Other info: Fast-paced environment with a focus on teamwork and continuous improvement.
- Why this job: Make a difference by helping others solve tech problems every day.
- Qualifications: Experience in ticket management and strong troubleshooting skills required.
The predicted salary is between 45000 - 45000 £ per year.
We are seeking a proactive and customer‑focused IT Helpdesk Support Professional to provide technical assistance and support to end users experiencing software and application‑related issues. The ideal candidate will possess strong troubleshooting abilities, effectively manage support tickets, and ensure timely resolution of incidents while adhering to defined SLAs and KPIs.
Key Responsibilities
- Provide first‑level technical support for software and application‑related issues.
- Diagnose, troubleshoot, and resolve incidents raised by end users.
- Log, track, prioritize, and manage tickets through ServiceNow or other ticketing systems.
- Escalate unresolved issues to appropriate teams and follow up to ensure timely closure.
- Communicate updates and resolutions clearly to users throughout the ticket lifecycle.
- Monitor and meet established service levels, KPIs, and response timelines.
- Document incidents, solutions, and workarounds accurately within the ticketing system.
- Support incident, service request, and problem management processes.
- Collaborate with internal teams to identify recurring issues and drive continuous improvement.
- Maintain a high level of customer satisfaction through professional and effective support.
Required Skills
- Experience handling ticket management and escalations in a service desk environment.
- Strong troubleshooting and problem‑solving skills for application‑related issues.
- Hands‑on experience with ServiceNow or similar ticketing tools.
- Familiarity with ITIL processes, including incident, problem, and service request management.
- Experience working in SLA/KPI‑driven support environments.
- Strong customer service, communication, and end‑user engagement skills.
- Ability to manage multiple priorities in a fast‑paced support environment.
Preferred Experience
- 2–4 years of experience in IT Helpdesk, Service Desk, or Application Support roles.
- Experience supporting enterprise users and business applications.
- ITIL Foundation certification will be an added advantage.
IT Helpdesk Support Engineer in Penarth employer: ELLIOTT MOSS CONSULTING PTE. LTD.
Join a dynamic and supportive team as an IT Helpdesk Support Engineer, where your contributions will be valued in a fast-paced environment that prioritises customer satisfaction. Our company fosters a collaborative work culture, offering ample opportunities for professional growth and development, alongside competitive benefits tailored to enhance your work-life balance. Located in a vibrant area, we provide a unique chance to engage with diverse clients while honing your technical skills in a rewarding role.
Contact Details:
ELLIOTT MOSS CONSULTING PTE. LTD. Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land IT Helpdesk Support Engineer in Penarth
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We think you need these skills to ace IT Helpdesk Support Engineer in Penarth
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 ELLIOTT MOSS CONSULTING PTE. LTD..
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 ELLIOTT MOSS CONSULTING PTE. LTD.. 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.
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How to prepare for a job interview at ELLIOTT MOSS CONSULTING PTE. LTD.
✨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.
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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.
