At a Glance
- Tasks: Lead and support a dynamic service desk team, resolving IT issues and enhancing user experience.
- Company: Join a forward-thinking tech company in Birmingham with a focus on innovation.
- Benefits: Permanent role with competitive salary, flexible shifts, and opportunities for growth.
- Other info: Work in a vibrant environment with 24/7 support and career advancement opportunities.
- Why this job: Be the go-to person for tech solutions and make a real difference in users' lives.
- Qualifications: 2-3 years in help desk roles, strong communication, and ITIL knowledge required.
The predicted salary is between 30000 - 40000 £ per year.
Job Location: Birmingham, UK / Onsite
Job Type: Permanent
Minimum 2 to 3 years of experience in handling calls / emails in an international help desk is a must.
Good understanding and hands-on experience of Incident Management process / prioritization and categorization of incidents is important.
Skills Required:
- Excellent Communication skills (spoken and written)
- Handling voice calls
- ITIL process on Incident Management and Service Request fulfilment
- Documenting the technical, process, ticket status and other relevant updates suggested by the Quality Lead on the ticket
- Monitor the Incident Management queue, assigning/reassigning and follow up of tickets as per standard procedure
- Experience in executing the service request raised in the ticketing tool as per the SOPs provided to the team
- Basic L1 level troubleshooting of issues like desktop, network, printer, Active Directory, O365, Lotus Notes and email related issues
- Monitor the Incident Management queue and update the incident management system with all the relevant information relating to an incident
- Proactive problem management is an added advantage
- Track the incidents/service requests/problem tickets to ensure resolution within SLA, escalate unresolved incidents/problems as per the escalation mechanism, analyse the ticket trend and provide reports with improvement actions, create basic documents and knowledgebase articles
- Willingness to work in a rotational shift 24*7*365
- Use Remote Desktop to assist the end users as required
- Ability to efficiently and effectively understand the end users' technical requirements, solid troubleshooting, problem solving and analytical skills, excellent pro-active verbal skills and communication skills
Service Desk Roles (1. Service Desk Lead/ 2.Service Desk Analysts) in Birmingham employer: Falcon Smart IT Limited
At Falcon Smart IT, we pride ourselves on being an exceptional employer, offering a dynamic work environment in Birmingham that fosters collaboration and innovation. Our commitment to employee growth is evident through continuous training opportunities and a supportive culture that values communication and teamwork. Join us for a rewarding career where your contributions are recognised and you can thrive in a role that makes a real impact.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Roles (1. Service Desk Lead/ 2.Service Desk Analysts) in Birmingham
✨Tip Number 1
Get your networking game on! Reach out to folks in the industry, attend local meetups or online webinars. You never know who might have a lead on that perfect Service Desk role!
✨Tip Number 2
Practice your communication skills! Since excellent spoken and written communication is key for these roles, try role-playing common service desk scenarios with a friend or family member.
✨Tip Number 3
Show off your troubleshooting skills! Prepare some examples of how you've tackled issues in the past. Being able to discuss your hands-on experience with incidents will really impress potential employers.
✨Tip Number 4
Don't forget to apply through our website! We’ve got loads of opportunities waiting for you, and applying directly can give you a better chance to stand out from the crowd.
We think you need these skills to ace Service Desk Roles (1. Service Desk Lead/ 2.Service Desk Analysts) in Birmingham
Some tips for your application 🫡
Show Off Your Experience:Make sure to highlight your 2-3 years of experience in handling calls and emails in an international help desk. We want to see how you've tackled incidents and managed requests, so don’t hold back on the details!
Communicate Clearly:Since excellent communication skills are a must, ensure your written application is clear and concise. Use straightforward language and avoid jargon unless it’s relevant to the role. We appreciate clarity!
Demonstrate Your ITIL Knowledge:If you’ve got hands-on experience with the Incident Management process, let us know! Mention any specific tools or methodologies you’ve used, as this will show us you’re ready to hit the ground running.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Falcon Smart IT Limited
✨Know Your Incident Management
Make sure you brush up on your knowledge of the Incident Management process. Be ready to discuss how you've prioritised and categorised incidents in your previous roles. This will show that you understand the core responsibilities of the position.
✨Show Off Your Communication Skills
Since excellent communication is key for these roles, practice articulating your thoughts clearly. You might want to prepare examples of how you've effectively handled calls or emails in the past, especially in challenging situations.
✨Familiarise Yourself with Common Issues
Get comfortable with basic troubleshooting for desktop, network, and email issues. Being able to talk through your approach to resolving common problems like those related to Active Directory or O365 will demonstrate your hands-on experience.
✨Prepare for Shift Work Questions
Since the role requires a willingness to work in rotational shifts, be prepared to discuss your flexibility and any previous experience with shift work. Showing that you're adaptable and ready for the demands of a 24/7 environment will set you apart.
