At a Glance
- Tasks: Provide 1st line IT support and resolve incidents for internal customers.
- Company: Join a dynamic team in Canary Wharf with a focus on customer service.
- Benefits: Full-time role with opportunities for growth and development.
- Other info: Exciting environment with a chance to improve IT processes.
- Why this job: Be the first point of contact for tech issues and make a real difference.
- Qualifications: Construction experience and strong communication skills required.
Full-time, permanent role
Location: 5 days in Canary Wharf
Need to have construction experience
Main Responsibilities
- 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 incidents and requests within the IT Service Management platform. Assist maintenance of our asset management database, tracking changes accordingly. Provide a high-level of customer service and adhere to service management principles and processes (ITIL).
- Resolve IT service desk requests and incidents: 1st 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 2nd/3rd Line and Major Incident teams when required. Action procurement requests for IT equipment, applications, and internet services. Guiding users through troubleshooting steps. Keeping track of open issues and following up with users and other IT staff to ensure a timely resolution. Keeping users informed about the status of their issues and communicating any IT-related notices.
- Maintain IT Documentation and Knowledge base: Document troubleshooting procedures. Document known fixes. Create end user training guides.
- Ongoing Support, Maintenance, and Protection: Be aware of and escalate security concerns or flags identified promptly.
- Continual service improvement: Identify and drive forward improvements to process/service.
If you're interested and have the right experience, then please apply or reach out to Paige Camies at the Fawkes & Reece office today.
1st Line Service Desk Analyst in City of London employer: Fawkes & Reece London
Fawkes & Reece London is an excellent employer that fosters a dynamic and supportive work culture, perfect for those looking to thrive in the recruitment sector. With a strong emphasis on career progression, employees benefit from competitive commissions, engaging team events, wellness support, and generous annual leave, all while contributing to the growth of a reputable firm in a vibrant city.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Service Desk Analyst in City of London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Fawkes & Reece London. 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 & Reece London 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 1st Line Service Desk Analyst in City of London
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 & Reece London:Your cover letter is your chance to shine! Tell us why you want to work at Fawkes & Reece London 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 & Reece London!
How to prepare for a job interview at Fawkes & Reece London
✨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.
