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- Tasks: Support escalations and resolve tier 2 issues for employees in retail and corporate settings.
- Company: Join a premium retail client in London, known for its innovative approach and dynamic work environment.
- Benefits: Enjoy flexible working options and the chance to enhance your tech skills in a supportive team.
- Why this job: Great opportunity to interact with executives and improve processes while making a real impact.
- Qualifications: Experience in desktop support, troubleshooting Windows and Apple products, and strong customer service skills required.
- Other info: Flexibility to travel to retail stores may be needed; perfect for tech-savvy problem solvers!
The predicted salary is between 36000 - 60000 £ per year.
Insight Global are looking for a Desktop Engineer to join one of their premium retail clients in London on a 12 months contract. This individual will be supporting escalations from the UK and EMEA help desk centre and responding to incoming tickets via ServiceNow. The chosen candidate will be logging into the ticketing system on a daily basis to troubleshoot & resolve the tier 2 issues for employees in both the corporate office as well as in the retail stores. If unable to resolve, they will escalate tickets when necessary. They will be responding to an average of 10-20 tickets per week, dealing with the end user directly. This Desktop Engineer will also be responsible for providing analysis reporting to the Operations team to evaluate. This individual will help to improve documentation for the Help Desk and lastly, they must be a great communicator as this role will directly interact with Executives and senior leadership. Flexibility to travel to retail stores might be required when necessary.
Must Haves:
- Experience in a Desktop Engineer or Support Engineer role
- Experience troubleshooting and supporting Windows and Apple Products (Macbook, iPhones, iPads)
- Intermediate level experience troubleshooting basic Cisco network issues
- Hands on experience with retail hardware - troubleshooting POS (Point of Sale) Systems and RFID (Wireless System)
- Ability to troubleshoot and install A/V & conference room technologies
- Strong customer service skills and experience supporting executives/senior leadership
- Experience with ServiceNow or other ticketing system
- Ability to follow pre-determined manual for processes and enhance processes as needed
Plusses:
- Experience using ServiceNow ticketing system
Permanent Desktop Support Engineer employer: Insight Global
Contact Detail:
Insight Global Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Permanent Desktop Support Engineer
✨Tip Number 1
Familiarise yourself with ServiceNow, as it's a key tool for this role. Consider taking an online course or watching tutorials to understand its functionalities better, which will help you stand out during the interview.
✨Tip Number 2
Brush up on your troubleshooting skills for both Windows and Apple products. Being able to demonstrate your hands-on experience with these systems will show that you're ready to tackle the challenges of the job.
✨Tip Number 3
Prepare examples of how you've provided excellent customer service in previous roles, especially when dealing with executives or senior leadership. This will highlight your communication skills and ability to handle high-pressure situations.
✨Tip Number 4
If you have experience with retail hardware, such as POS systems, make sure to mention specific instances where you've successfully resolved issues. This practical knowledge is highly relevant and can set you apart from other candidates.
We think you need these skills to ace Permanent Desktop Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience as a Desktop Engineer or Support Engineer. Emphasise your troubleshooting skills with Windows and Apple products, as well as any experience with retail hardware like POS systems.
Craft a Strong Cover Letter: In your cover letter, explain why you're a great fit for the role. Mention your customer service skills and experience supporting executives, as well as your familiarity with ticketing systems like ServiceNow.
Showcase Communication Skills: Since this role involves direct interaction with senior leadership, highlight your communication skills in both your CV and cover letter. Provide examples of how you've effectively communicated in previous roles.
Prepare for Technical Questions: Be ready to discuss your technical expertise during the interview process. Brush up on troubleshooting Cisco network issues and A/V technologies, as these may come up in discussions.
How to prepare for a job interview at Insight Global
✨Showcase Your Technical Skills
Be prepared to discuss your experience with Windows and Apple products, as well as your troubleshooting skills for Cisco network issues. Bring examples of past challenges you've faced and how you resolved them, especially in a retail environment.
✨Demonstrate Strong Communication
Since this role involves direct interaction with executives and senior leadership, practice articulating your thoughts clearly and confidently. Prepare to explain technical concepts in a way that non-technical stakeholders can understand.
✨Familiarise Yourself with ServiceNow
If you have experience with ServiceNow or similar ticketing systems, be ready to discuss how you've used them in previous roles. If you're less familiar, take some time to learn the basics so you can speak about it intelligently during the interview.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Think of specific scenarios where you had to troubleshoot issues, manage escalations, or improve processes. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
