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- Tasks: Provide desktop support, diagnose hardware/software issues, and manage service tickets.
- Company: Join a leading IT services provider in a prestigious Wolverhampton office.
- Benefits: Enjoy a dynamic work environment with opportunities for career growth.
- Why this job: Be part of a supportive team while making a real impact in IT solutions.
- Qualifications: Must have SC clearance, GCSEs in English and Maths, and 2+ years in PC support.
- Other info: Willingness to travel and participate in a standby rota is required.
The predicted salary is between 30000 - 42000 £ per year.
A leading provider of IT services and solutions is currently looking for a Senior Desktop Support Engineer to join their expanding team at their prestigious offices in Wolverhampton. The client site is a Security Cleared environment, so the successful candidate must hold current SC clearance.
Responsibilities:
- Respond to all incidents and requests as required.
- Diagnose and fix hardware faults and basic software faults within agreed SLAs, to meet customer needs and expectations.
- Respond to service tickets in your regional queue and/or, as requested by your TL, update ticket progress after each visit.
- Ensure all tickets are managed and updated appropriately.
- Return all parts in a timely manner via the return process with appropriate paperwork.
- Raise warranty tickets and manage with vendor as required – ensuring we maximise warranty credits.
- Work within a team to achieve departmental KPIs & Goals (SLA, Customer Satisfaction, Utilisation, Efficiency, Productivity & Financials).
- Build a good and professional relationship with customers onsite.
- Engage with other team members.
- Escalate any issues or areas for quality improvements to their Team Leader.
- Follow all departmental procedures as specified by the Team Leader/ODM.
- Regularly attend daily calls/team meetings.
Qualifications:
- English and Maths to GCSE standard.
- Full clean driving licence.
- 2 years+ experience in a PC field service environment or PC field workshop environment.
- HP Accreditations for grade.
- Dell Accreditations for grade.
- Familiarisation with current Microsoft desktop operating systems.
- Hardware – Diagnose, troubleshoot, support & repair (including complex laptop break/fix repairs).
- Installation - Customer builds/Apps.
- Flexibility & willingness to travel.
- Good team player.
- Good communication skills.
- Good customer care skills.
- SC Level Clearance.
- Participate on the standby rota (24x7x365).
If you’re looking for the opportunity to build your career with an industry leader, then please apply and take your career to the next level. Please note that due to the urgency of this role, preference will be given to candidates that are currently SC cleared. Candidates that are willing to undergo the security clearance process will be considered. However, SC clearance is an essential requirement for this role.
Desktop support engineer employer: Hays
Contact Detail:
Hays Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Desktop support engineer
✨Tip Number 1
Make sure you highlight your current SC clearance status prominently in your discussions. Since this is a crucial requirement for the role, mentioning it early on can set you apart from other candidates.
✨Tip Number 2
Familiarise yourself with the specific hardware and software mentioned in the job description, such as HP and Dell products. Being able to discuss your experience with these brands during your conversations will demonstrate your suitability for the role.
✨Tip Number 3
Prepare to discuss your experience in a PC field service environment. Be ready to share specific examples of how you've diagnosed and resolved issues, as this will showcase your problem-solving skills and technical expertise.
✨Tip Number 4
Emphasise your customer care skills during your interactions. Since building professional relationships with customers is key, sharing examples of how you've successfully managed customer expectations in the past can make a strong impression.
We think you need these skills to ace Desktop support engineer
Some tips for your application 🫡
Highlight Your Security Clearance: Make sure to clearly state your current SC clearance status in your application. This is a crucial requirement for the role, so don’t bury it in your CV; put it front and centre.
Tailor Your CV: Customise your CV to reflect your experience in desktop support and any relevant hardware and software troubleshooting skills. Mention specific technologies or systems you have worked with that align with the job description.
Showcase Customer Care Skills: In your cover letter or personal statement, emphasise your customer care skills and experiences. Provide examples of how you've built professional relationships with clients and resolved their issues effectively.
Detail Your Technical Expertise: Include specific details about your technical expertise, such as familiarity with Microsoft desktop operating systems and any relevant HP or Dell accreditations. This will demonstrate your capability to meet the job's requirements.
How to prepare for a job interview at Hays
✨Understand the Security Clearance Requirement
Make sure you are fully aware of what SC clearance entails and be prepared to discuss your current status. If you have it, bring any relevant documentation; if not, be ready to explain your willingness to undergo the process.
✨Showcase Your Technical Skills
Be prepared to discuss your experience with diagnosing and fixing hardware and software faults. Bring examples of past incidents you've resolved, particularly in a PC field service environment, to demonstrate your expertise.
✨Emphasise Customer Care Skills
Since building professional relationships with customers is key, think of specific instances where you provided excellent customer service. Highlight your communication skills and how you handle difficult situations.
✨Familiarise Yourself with the Company’s Goals
Research the company’s KPIs and goals related to customer satisfaction and efficiency. Be ready to discuss how you can contribute to achieving these objectives and how your previous experiences align with their needs.