At a Glance
- Tasks: Field and resolve IT incidents and requests while providing top-notch customer service.
- Company: Join a dynamic team in a leading tech company focused on innovation.
- Benefits: Enjoy competitive pay, flexible working options, and opportunities for growth.
- Other info: Be part of a supportive environment with mentorship and career advancement.
- Why this job: Make a real difference by supporting users and enhancing IT services.
- Qualifications: Experience in IT support and a passion for helping others.
The predicted salary is between 35000 - 40000 £ per year.
Reference
Posted
Field incoming service desk incidents and requests
- Act as a contact for the internal customers receiving IT incidents and requests through calls, emails, portal and walk-ins.
- Receive, log, and manage to resolution, all incidents and requests within the IT Service Management platform.
- Provide a high-level of customer service and adhere to service management principles and processes (ITIL).
- Own/delegate priority incidents/requests.
Resolve IT service desk requests and incidents
- 1st and 2nd line technical IT Support for End Users (incl.
VIP Director level) and their devices or applications, always aiming to achieve a first-time fix, adhering to agreed SLAs and following escalation guidelines.
- Escalate issues to 3rd Line and Major Incident teams when required.
- Deal with/manage third parties for 'expert' level support for specific requirements.
- Action procurement requests for IT equipment, applications, and internet services.
IT Documentation and Knowledge base
- Document known fixes
Ongoing Support, Maintenance, and Protection
- Be aware of and elevate security concerns/risks identified promptly.
- Identify and drive forward improvements to process/service.
- Leadership
- Act as delegate for IT Service Desk Team Leader as required.
- Act as trainer/mentor to new starters. Assist in planning and forecasting for the future needs of the business
- #J-18808-Ljbffr
2nd Line Service Desk Analyst in Birmingham employer: Fawkes and Reece
Join a dynamic team as a Painter in Nottingham, where we prioritise a supportive work culture and offer competitive pay of £20 per hour. With opportunities for growth and the potential for contract extension, this role not only allows you to showcase your skills on a new build school scheme but also fosters a collaborative environment that values your contributions.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Service Desk Analyst in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Fawkes and Reece. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Fawkes and Reece before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace 2nd Line Service Desk Analyst in Birmingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Fawkes and Reece:Your cover letter is your chance to shine! Tell us why you want to work at Fawkes and Reece specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Fawkes and Reece!
How to prepare for a job interview at Fawkes and Reece
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
