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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 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 experience with these during an interview, it will give you a significant edge over other candidates.
✨Tip Number 3
Since excellent communication skills are essential, practice explaining technical concepts in simple terms. This will help you convey your ability to assist non-technical users effectively, which is crucial for this position.
✨Tip Number 4
Highlight any experience you have with remote desktop support tools and IT security practices. These skills are desirable for the role and can set you apart from other applicants, so be sure to mention them in your discussions.
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 technical support and service delivery. Emphasise your familiarity with desktop operating systems and any experience with IT service management tools.
Craft a Strong Cover Letter: Write a cover letter that specifically addresses the job requirements. Mention your active SC clearance and how your skills align with the essential and desirable skills listed in the job description.
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 make it clear how you excel in this area.
Highlight Problem-Solving Abilities: Include specific instances where you've successfully resolved technical issues or managed multiple tasks in a fast-paced environment. This will demonstrate your problem-solving skills and ability to prioritise effectively.
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 concepts in simple terms. Consider using examples from your past experiences where you successfully communicated with customers or colleagues.
✨Highlight Your Problem-Solving Abilities
Prepare to discuss specific instances where you've resolved technical issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your methodical approach to problem-solving.
✨Emphasise Customer Service Commitment
This role requires a strong commitment to customer service. Be ready to share examples of how you've gone above and beyond to assist users in previous roles, and express your dedication to providing excellent support.
