At a Glance
- Tasks: Support customers through phone, live chat, and email while managing IT service tickets.
- Company: Join a trusted partner in transformative managed technology solutions.
- Benefits: Competitive salary, 25 days holiday, birthday off, and health benefits.
- Other info: Enjoy a vibrant workplace with social events and a breakout room.
- Why this job: Be part of a dynamic team with opportunities for growth and innovation.
- Qualifications: Experience with ITIL service desk, Active Directory, and Office 365.
The predicted salary is between 36000 - 44000 £ per year.
Our client is recruiting for two
2nd Line IT Service Desk Engineers to join their knowledgeable team, headed up by an experienced Team Leader.
As one of their Engineers, you will support a wide range of customers via the telephone, live chat and emails.
You will be utilising your excellent and prompt customer support skills, representing our client in a professional and courteous manner.
This role is based on their site in Whiteley (Monday to Friday) with an on call out of business hours expectation once a month.
You have a strong team of management around you who will support your growth within this role.
Benefits of working for our client
- A competitive salary.
- Training opportunities set out with a clear training structure.
- Progressive working environment with access to voice your opinions to decision makers.
- 25 days holiday plus bank holidays.
- Your birthday off.
- Flexi health plan cover and access to a range of Health Benefits.
- IT Purchasing Scheme.
- Company Pension.
- An active Social Committee who plans monthly competitions and events.
- A brilliant breakout room with free breakfast and a pool table.
- Join a Trusted Partner for Transformative Managed Technology
Experts in Managed IT, Cyber Security and Communications solutions, our client is on a mission to help small and medium-sized enterprises leverage business technology to achieve their goals.
Partnership-focused with a deep and deliberate understanding of customers’ strategic goals, their in-house teams tailor their services to suit every client’s unique requirement and drive business growth.
Through comprehensive offerings, broad technical knowledge and excellent customer service, they ensure your business-critical IT and Communications systems work seamlessly in the background, unleashing you to fulfil your targets.
- Duties and Responsibilities of our client’s 2nd Line IT Service Desk Engineer:
- To provide excellent customer care and support through efficient and organised ticket management.
- Providing first response fixes to customers via the phone, live chat or email.
- Providing resolution to incidents, requests, and appropriately escalating all others.
- Ticket triage – assessing ticket priorities and escalating when required.
- Liaising with third parties and customers with regards to incident resolution and requests.
- Handling customer requests and escape according to company procedures.
- Manage work queues and prioritise events, ensuring compliance with SLAs.
- Assist the Service Desk Team Leader in managing their service desk in such a way as to deliver excellent customer service.
Your Previous Experience
- Experience with how an ITIL service desk runs.
- Active Directory configuration and administration.
- An understanding of Group Policy.
- General networking skills.
- An understanding of DNS.
- Good understanding of Office 365.
- Good understanding of Microsoft Azure.
- An understanding of Microsoft Intune.
Essential Skills
- Excellent communication skills.
- Organisational skills.
- Results driven with a proven track record.
- Team player.
- Self-motivated and proactive.
- Ability to be resilient and to work under pressure.
- #J-18808-Ljbffr
2nd Line IT Service Desk Engineer employer: Get Staffed
Get Staffed is an exceptional employer, offering a dynamic and supportive work culture that prioritises professional development and collaboration. As a Director of Learning – Mathematics in Blackburn with Darwen, you will have the opportunity to lead innovative curriculum design while benefiting from a vibrant academy environment that fosters growth and excellence in teaching. With a commitment to raising student achievement, this role provides meaningful and rewarding employment for those passionate about education.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line IT Service Desk Engineer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Get Staffed. 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 Get Staffed 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 IT Service Desk 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 Get Staffed:Your cover letter is your chance to shine! Tell us why you want to work at Get Staffed 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 Get Staffed!
How to prepare for a job interview at Get Staffed
✨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.
