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For Companies At a Glance
- Tasks: Provide technical support and service delivery to government and law enforcement customers.
- Company: Join a dynamic Second Line Service Desk team in Central Milton Keynes.
- Benefits: Earn £18 per hour with flexible rotating shifts and gain valuable experience.
- Why this job: Enhance your tech skills while making a real impact in public service.
- Qualifications: Active SC Clearance required; experience with IT support and customer service is essential.
- Other info: Contract role for 5 months, ideal for those looking to kickstart their IT career.
A Security Cleared (Minimum SC) First Line Analyst is required to join a Second Line Service Desk team supporting delivery of a 24/7 x 365 service working in rotating Early, Mid, Late shifts to cover 7am - 7pm.
You will provide technical support and service delivery to this organisation's customers who are typically central Government or Law enforcement. You will be responsible for Incident investigation and resolution, request fulfilment, assisting problem investigations, identifying and generating support documentation, and technical coaching to users, ensuring adherence to agreed standards and procedures.
Essential Skills and Experience:- Experience working for a Managed Service Provider (MSP) and familiarity with managing support contracts and SLAs.
- Strong knowledge of common desktop operating systems (Windows, MacOS) and mobile devices (iOS, Android).
- Basic networking knowledge to assist with issue troubleshooting (TCP/IP, DNS, DHCP, VPN).
- Experience with IT service management (ITSM) tools and ticketing systems.
- Excellent communication skills, with the ability to clearly explain technical issues to non-technical users.
- Strong problem-solving and troubleshooting abilities, with a methodical and patient approach to resolving issues.
- Ability to manage and prioritise multiple tasks effectively in a fast-paced environment.
- A commitment to providing excellent customer service and support.
- IT certifications such as ITIL Foundation, CompTIA A+, or equivalent.
- Experience with remote desktop support tools (e.g., TeamViewer, Remote Desktop, SimpleHelp).
- Knowledge of IT security practices and security frameworks.
- Experience with Active Directory and user account management.
- Microsoft 365 administration experience.
- SharePoint 365 experience.
First Line Support employer: identifi Global Resources
Contact Detail:
identifi Global Resources Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land First Line Support
✨Tip Number 1
Make sure you brush up on your technical knowledge, especially around desktop operating systems and mobile devices. Being able to confidently discuss your experience with Windows, MacOS, iOS, and Android will show that you're well-prepared for the role.
✨Tip Number 2
Familiarise yourself with common IT service management tools and ticketing systems. If you can demonstrate your understanding of these tools during the interview, it will highlight your readiness to hit the ground running.
✨Tip Number 3
Prepare examples of how you've provided excellent customer service in previous roles. This is crucial for a First Line Support position, so having specific scenarios ready will help you stand out.
✨Tip Number 4
Since this role requires active SC clearance, ensure you have all necessary documentation ready to discuss your clearance status. Being upfront about this can save time and show your commitment to the role.
We think you need these skills to ace First Line Support
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience, especially in Managed Service Providers and IT support roles. Emphasise your familiarity with desktop operating systems and any IT certifications you hold.
Craft a Strong Cover Letter: Write a cover letter that specifically addresses the job description. Mention your experience with incident investigation, technical support, and your commitment to excellent customer service. Use examples to demonstrate your problem-solving skills.
Highlight Security Clearance: Since active SC clearance is essential for this role, make sure to mention your clearance status prominently in your application. This will show that you meet one of the key requirements right away.
Showcase Communication Skills: In your application, provide examples of how you've effectively communicated technical issues to non-technical users. This is crucial for the role, so demonstrating your ability to simplify complex information will set you apart.
How to prepare for a job interview at identifi Global Resources
✨Showcase Your Technical Knowledge
Make sure to brush up on your knowledge of desktop operating systems and mobile devices. Be prepared to discuss your experience with troubleshooting common issues, as well as your familiarity with networking concepts like TCP/IP and DNS.
✨Demonstrate Your Communication Skills
Since you'll be explaining technical issues to non-technical users, practice articulating complex ideas in simple terms. Consider using examples from your past experiences where you successfully communicated technical information.
✨Highlight Your Customer Service Commitment
Prepare to discuss how you've provided excellent customer service in previous roles. Share specific examples of how you handled difficult situations or went above and beyond to assist users.
✨Familiarise Yourself with ITSM Tools
If you have experience with IT service management tools and ticketing systems, be ready to talk about them. If not, do some research on common tools used in the industry, as this knowledge can set you apart from other candidates.
