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- Tasks: Provide 1st/2nd line IT support and troubleshoot issues for users.
- Company: Join a dynamic team in Barnsley with a focus on IT services.
- Benefits: Hybrid working, learning opportunities, and a supportive work environment.
- Why this job: Perfect for tech enthusiasts eager to grow their skills in IT support.
- Qualifications: Basic tech knowledge and customer service skills required.
- Other info: Great chance to work on exciting IT initiatives and projects.
The predicted salary is between 30000 - 42000 £ per year.
Hours: 9am - 5.30pm, hybrid working available (minimum 3 days in the office).
Our client is looking for a Service Desk Technician to join their team in Barnsley. You’ll provide 1st/2nd line support as part of an IT Service Desk, in addition to maintaining systems, software and infrastructure functions to ensure a professional and efficient service is delivered. You’ll also provide support to both onsite staff and offsite users via remote access tools and 1st line support to client-facing portals. If you’re looking for a role with lots of learning opportunities, then this could be the ideal next move for you!
What you’ll be doing:
- Performing 1st/2nd line support and escalating to 3rd line support where necessary, and working effectively as part of a Service Desk team.
- Prioritising incoming requests via the ticketing system, categorising and logging issues accordingly.
- Ensuring Service Level Agreements (SLAs) are met, and tickets are completed within target.
- Actively troubleshooting problems/issues to provide end user resolution.
- Demonstrating excellent customer service skills when assisting users in a professional and approachable manner and being able to empathise with user issues.
- Supporting IT services within the business and across multiple remote worker locations.
- Providing support to the wider IT & Change team for ongoing IT initiatives and projects.
Qualifications - Who we’re looking for:
- Some general technology knowledge in areas such as Windows 10/11, Microsoft 365, One Drive, SharePoint, Teams, Intune, Azure AD/Active Directory, Exchange.
- An understanding of all major elements of the IT infrastructure including networking, infrastructure, telephony, operating systems, application servers, firewalls, and mobile devices.
- 1st & 2nd Line Service Desk experience would be useful - minimum 2 years.
- Excellent customer service skills, the ability to build rapport and sympathise with end users with a confident telephone manner.
- You’ll also be adept in managing multiple concurrent streams of work, managing all within time and resource constraints.
Service Desk Technician employer: James Grace
Contact Detail:
James Grace Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Technician
✨Tip Number 1
Get to know the company before your interview! Research their values, culture, and recent projects. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your troubleshooting skills! Since you'll be providing 1st/2nd line support, brush up on common issues related to Windows 10/11 and Microsoft 365. Being able to demonstrate your problem-solving abilities can really impress during the interview.
✨Tip Number 3
Show off your customer service skills! Prepare examples of how you've helped users in the past, especially in tricky situations. Remember, empathy and communication are key in IT support roles.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect with us directly.
We think you need these skills to ace Service Desk Technician
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience with 1st/2nd line support and any relevant tech knowledge. We want to see how your skills match up with what we're looking for, so don’t be shy about showcasing your expertise!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Tell us why you’re excited about the Service Desk Technician role and how your customer service skills can make a difference. Keep it friendly and professional – we love a good story!
Show Off Your Problem-Solving Skills: In your application, give examples of how you've tackled tricky IT issues in the past. We’re all about troubleshooting here at StudySmarter, so let us know how you’ve resolved problems and helped users out!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the easiest way for us to get your application and ensures you don’t miss out on any important updates. Plus, we love seeing applications come in through our own platform!
How to prepare for a job interview at James Grace
✨Know Your Tech
Brush up on your knowledge of Windows 10/11, Microsoft 365, and other tools mentioned in the job description. Being able to discuss these technologies confidently will show that you're ready to hit the ground running.
✨Master the Ticketing System
Familiarise yourself with how ticketing systems work. Be prepared to discuss how you would prioritise and categorise incoming requests, as this is crucial for meeting SLAs and ensuring efficient service delivery.
✨Show Off Your Customer Service Skills
Prepare examples of how you've provided excellent customer service in past roles. Think about times when you empathised with users and resolved their issues effectively, as this will be key in a Service Desk role.
✨Practice Problem-Solving
Be ready to tackle some hypothetical troubleshooting scenarios during the interview. Practising how you would approach common IT issues can demonstrate your analytical skills and readiness to support end users.
