At a Glance
- Tasks: Support customers by resolving incidents and requests in a fast-paced service desk environment.
- Company: Established healthcare IT team in Kensington, London, offering a supportive work culture.
- Benefits: Competitive day rate, hybrid working model, and potential for contract extension.
- Other info: Immediate start with opportunities for career growth in a dynamic environment.
- Why this job: Gain hands-on experience in IT support while making a difference in healthcare.
- Qualifications: 2 years of IT support experience and knowledge of Windows and networking.
An opportunity has opened up for a Service Desk Engineer (L1) to join an established on-site team supporting a private healthcare company in Kensington, London. This is an immediate start contract, giving you the chance to build hands-on experience across incident, problem and request management within a structured, SLA-driven service desk environment. You'll benefit from a hybrid working pattern balancing on-site collaboration with remote flexibility, a competitive outside IR35 day rate, and the potential to extend your contract well beyond the initial term as the account grows. If you're looking for immediate work with a supportive team, genuine exposure to ITIL-aligned service desk processes, and the opportunity to develop your career in a healthcare-adjacent IT environment, this role is worth a look.
Responsibilities:
- Respond to customer incidents and requests logged via email, portal, phone and walk-ups
- Resolve incidents and requests within SLA, escalating to other resolver groups and vendors where required
- Administer the problem management process
- Manage tickets for Incidents, Problems and Requests within the Service Management Tool, ensuring high quality updates
- Triage and assign tickets, including those logged automatically via email/portal
- Confirm ticket priority following initial assessment
- Check on-hold tickets daily and provide customers with progress updates
- Draft and review knowledge base articles and issue documented user guides
- Conduct customer satisfaction calls
- Support continual service improvement across the desk
Skills/Must Have:
- Minimum 2 years' experience in IT support
- Good working knowledge of Windows 7, Windows 10, Windows Server, Active Directory, Exchange
- Understanding of networking and hardware troubleshooting
- Competent PC usage skills, specifically Microsoft Office applications
- Available to start immediately
- Able to commit to 3 days on-site in Kensington, London, with 2 days remote
- Immediate start
- Hybrid working pattern (3 days on-site / 2 days remote)
- Potential for contract extension up to 6 months
- Exposure to ITIL-aligned service desk processes in a healthcare-adjacent environment
Service Desk Engineer employer: Hamilton Barnes
Hamilton Barnes is an exceptional employer, offering a dynamic work environment in London where innovation meets opportunity. With competitive salaries, night shift allowances, and a strong focus on employee development through ongoing training, we empower our Field Service Engineers to advance their careers while enjoying a supportive team culture. Join us to be part of a growing engineering team that values your skills and fosters professional growth.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Engineer
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Hamilton Barnes.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Hamilton Barnes. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Service Desk Engineer
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Hamilton Barnes.
How to prepare for a job interview at Hamilton Barnes
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Hamilton Barnes's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Hamilton Barnes offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
