At a Glance
- Tasks: Provide top-notch IT support to users in a fast-paced environment.
- Company: Join a leading global company with a dynamic helpdesk team.
- Benefits: Competitive salary, professional development, and a collaborative work culture.
- Other info: Opportunity to grow your career in a vibrant and supportive environment.
- Why this job: Make a real difference by solving critical tech issues for users.
- Qualifications: Experience in IT support, strong communication, and problem-solving skills.
The predicted salary is between 40000 - 50000 £ per year.
The London Helpdesk team is responsible for providing 1st and 2nd line support for London Glencore users via phone, email and face to face. Working in a fast paced and dynamic environment, every member of the team requires excellent problem solving skills, with excellent communication and customer service skills being equally important. The successful candidate should possess experience in supporting users across multiple departments, including the Trading floor and VIP users, to effectively serve the overall business in the London office. This experience, along with the general IT responsibilities associated with the Help Desk role, is crucial for delivering comprehensive support.
Key Responsibilities
- Provide day to day IT desktop support to London and occasionally other dependent offices.
- Manage communications from the IT Department to users, both London based and globally.
- Participate in and contribute to solution resolution with all IT Teams both locally and globally.
- Provide support for market data applications including Reuters, ICE, Bloomberg, Trayport.
- Manage/coordinate user provisioning activities for London starters, leaves, transfers.
- Log, triage, resolve and/or, where necessary, escalate calls to 3rd line/other teams within the department.
- Work with Helpdesk and Application Support colleagues in the services team to resolve critical issues.
- Liaise with third line infrastructure and portfolio teams to resolve complex issues.
- Liaise with Chennai resources for shared activities.
- Install and configure software on company desktops and laptops.
- Report and document issues and recommend solutions to the IT Knowledge base in a timely and effective manner.
- Actively contribute to the further development of the IT Department.
Key competencies and Skills
- Excellent communication, interpersonal, customer facing and telephone skills.
- Ability to prioritise tasks.
- Ability to work under pressure individually and in a team.
- Strong Team player.
- Excellent troubleshooting and analytical skills.
- Able to use initiative whilst resolving critical tasks.
- Personal attributes to include: Presentable, punctual, proactive, trustworthy, reliable, accountable, professional.
- Aptitude and willingness to learn new skills and take on broader responsibilities.
Required Technical Skills & Experience:
- Experience supporting Windows 11 desktops and enterprise environments.
- Proficient in Office 365 (Exchange Online, Teams, OneDrive, SharePoint).
- Familiarity with Jira Service Desk, or similar ticketing systems.
- Good understanding of network protocols and troubleshooting techniques (TCP/IP, DNS, DHCP).
- Working knowledge of Active Directory, including user account management and group policies.
- Exposure to Microsoft Azure, particularly identity and device management.
- Familiar with IP Telephony/VoIP systems (e.g., Cisco, Webex).
- Skilled in troubleshooting PC/Laptop hardware and peripherals.
- Understanding of incident lifecycle management and documentation standards.
Other Desirable skills/competencies:
- Previous experience in a trading environment.
- iPhone configuration.
- Reuters/Bloomberg installations.
- Video Conferencing facilities.
- Virtualization technologies (VMware).
- Basic knowledge of PowerShell or command-line scripting for automation tasks.
- Familiarity with ITIL Frameworks and best practices.
Senior Helpdesk Engineer in London employer: Glencore
At Glencore, we pride ourselves on fostering a dynamic and inclusive work environment that empowers our employees to thrive. As a Senior Helpdesk Engineer in our London office, you will benefit from comprehensive training and development opportunities, ensuring your skills are continually enhanced while working alongside a talented team dedicated to delivering exceptional IT support. Our commitment to employee well-being is reflected in our supportive culture, competitive benefits, and the chance to engage with diverse teams across the globe, making it an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Helpdesk Engineer in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Glencore. 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 Glencore 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 Senior Helpdesk Engineer in 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 Glencore:Your cover letter is your chance to shine! Tell us why you want to work at Glencore 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 Glencore!
How to prepare for a job interview at Glencore
✨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.
