At a Glance
- Tasks: Provide top-notch desktop support and enhance user experiences with Windows 10 and 11.
- Company: Join a dynamic team focused on delivering exceptional IT support.
- Benefits: Competitive salary, flexible hours, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on continuous improvement and learning.
- Why this job: Make a real difference in users' IT experiences while developing your tech skills.
- Qualifications: 2+ years in desktop support, strong customer service, and tech-savvy.
The predicted salary is between 31500 - 38500 £ per year.
We are seeking a proactive and customer-focused Desktop Support Analyst to join our on-site support team.
The ideal candidate will have expertise in Windows 10 and Windows 11, along with hands‑on experience supporting a range of hardware devices such as corporate mobile phones, i Pads, and other IT peripherals, including meeting room support.
This role requires a strong passion for delivering high-quality user experiences, along with the ability to lead customer-focused initiatives and adapt to new technologies.
You will provide deskside support and ensure end users receive timely, efficient, and empathetic service.
You will be instrumental in ensuring smooth IT operations while driving continuous improvements to support our users and business need s
- Your responsibilities
- : Provide first- and second-line support to end users in both Windows 10 and Windows 11 environment
- s. Support a variety of hardware devices including corporate mobile phones, i Pads, laptops, and other peripherals including meeting room suppor
- t. Perform desk-side visits to resolve more complex or high-touch support requests and ensure the highest levels of customer satisfactio
- n. Provide front line IT Support from Ask IT Kiosk\TEC ba
- r. Log, track, and resolve incidents and service requests using the service management platform (e. g., Service Now), ensuring a timely response to all request
- s. Provide troubleshooting support for both software and hardware issues, escalating more complex problems as necessar
- y. Engage in proactive customer-focused initiatives, seeking ways to enhance user experience and improve IT service
- s. Collaborate with IT teams to identify recurring issues, improve processes, and deliver on continual service improvement
- s. Maintain clear and effective communication with end users, explaining technical issues in simple term
- s. Contribute to the creation of knowledge base articles and documentation for recurring issues, ensuring the team benefits from shared learning
- s. Participate in onboarding and offboarding processes, including IT inductions and the setup of device
- t. Responsible for ensuring the provision and delivery of a support services within operationally agreed targets during the approved service hour
- s. Work with other TEC teams to demonstrate a strong service delivery ethos, providing a customer focused approach and responsiveness for both London and the EMEA regio
- n.
Accountable and Responsible for the day-to-day management of their personal performance, including attending regular reviews and appraisals, including assisting in goal and objective settin
- g. Assisting team members with resolution of work-related issue
- s. Maintain PC Build room environment and storeroom
- s. Assist in the disposal of end-of-life equipment and decommission device
- s. Assist in desk moves and change
- s. Assist the Trade Floor Support team when require
- d. Respond to onsite support needs in other office
- s. Provide support to EMEA Branch offices as require
- d. Retain a flexible approach to working including cover and occasional weekend working when required (e. g. DR tests and building power downs
- Your Prof
- ile Proven experience in a Desktop Support or Desktop Support role (minimum 2 year
- s). Strong expertise in Windows 10 and Windows 11 environments, including troubleshooting and configurati
- on. Experience with corporate mobile devices (i Phones, Android phones, i Pads) and mobile device manageme
- nt. Strong customer service skills, with the ability to empathize and engage effectively with end use
- rs. Demonstrated ability to manage multiple service requests and prioritize tasks in a busy, fast-paced environme
- nt. Excellent communication skills, especially in face-to-face interactions with non-technical use
- rs. Understanding of ITIL processes and a desire to apply them to improve IT servic
- es. Willingness to take on leadership roles in customer-focused projects and continuous improvement initiativ
Desirable skills/knowledge/experience/Personal attribut
- es: A strong desire to learn and grow, with a commitment to expanding your technical skill set and knowle
- dge. Ability to lead by example, taking ownership of customer issues and driving soluti
- ons. Passionate about delivering exceptional customer service and improving user experien
- ces. Proactive, with a focus on continuous improvement and identifying opportunities to streamline support proces
- ses. Friendly, approachable, and patient, ensuring users feel supported and valued throughout their IT jour
- ney. Able to work independently, manage time effectively, and adapt to changing priort t
- #J-18808-Ljbffr
Desktop Engineer employer: Gazelle Global
Join a leading organisation at the forefront of cyber security transformation in London, where you will play a pivotal role in delivering critical initiatives. Our collaborative work culture fosters innovation and growth, offering ample opportunities for professional development and advancement within a dynamic environment. With competitive rates and a commitment to employee well-being, we ensure that our team members thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Desktop Engineer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Gazelle Global. 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 Gazelle Global 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 Desktop Engineer
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 Gazelle Global:Your cover letter is your chance to shine! Tell us why you want to work at Gazelle Global 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 Gazelle Global!
How to prepare for a job interview at Gazelle Global
✨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.
