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- 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 vibrant culture.
- Benefits: Enjoy competitive pay, flexible shifts, and opportunities for professional growth.
- 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 with strong communication and troubleshooting skills.
- Other info: Work in a fast-paced environment with 24/7 shifts and great career advancement potential.
The predicted salary is between 30000 - 42000 £ 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
- Monitoring the Incident Management queue, assigning/reassigning and following up of tickets as per standard procedure
- Experience in executing the service requests 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
- Updating the incident management system with all relevant information relating to an incident
- Proactive problem management is an added advantage
- Tracking incidents/service requests/problem tickets to ensure resolution within SLA, elevating unresolved incidents/problems as per the escalation mechanism, analysing ticket trends and providing reports with improvement actions, creating basic documents and knowledgebase articles
- Willingness to work in a rotational shift 24/365
- Using Remote Desktop to assist end users as required
- Ability to efficiently and effectively understand end users' technical requirements, solid troubleshooting, problem solving and analytical skills, excellent proactive verbal skills and communication skills
Service Desk Roles (1. Service Desk Lead / 2.Service Desk Analysts) employer: FalconSmartIT
Contact Detail:
FalconSmartIT Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Roles (1. Service Desk Lead / 2.Service Desk Analysts)
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know someone who knows someone, and a personal recommendation can really give you the edge.
✨Tip Number 2
Prepare for those interviews! Research the company and the role inside out. We want you to be able to showcase your understanding of incident management and how you can contribute to their team.
✨Tip Number 3
Practice your communication skills! Since this role requires excellent spoken and written communication, we suggest doing mock interviews with friends or using online platforms to refine your pitch.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always looking for passionate individuals who are ready to tackle service desk challenges head-on.
We think you need these skills to ace Service Desk Roles (1. Service Desk Lead / 2.Service Desk Analysts)
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 just as much as you do!
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 FalconSmartIT
✨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 even want to prepare a few examples of how you've effectively handled calls or emails in the past. This will demonstrate your ability to communicate with end users.
✨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 give you an edge during the interview.
✨Prepare for Shift Work Questions
Since this role requires a willingness to work in rotational shifts, be prepared to discuss your flexibility and experience with shift work. Highlight any previous roles where you successfully managed working hours that varied, showing you're adaptable and ready for the challenge.
