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- Tasks: Support clients by resolving issues and managing service tickets efficiently.
- Company: Join a dynamic team dedicated to exceptional customer service and support.
- Benefits: Enjoy flexible working options and opportunities for professional growth.
- Why this job: Be part of a collaborative culture that values your input and promotes positive customer experiences.
- Qualifications: Technical skills validated by certifications; strong communication skills required.
- Other info: Fluency in English is essential; training and development opportunities available.
The predicted salary is between 28800 - 48000 £ per year.
The Service Desk Engineer role is essential for providing effective and continuous support to clients. You will deliver exceptional customer service across various products, services, and platforms. Collaborating with the Lifecycle Coordinator(s) and Service Desk Manager, you will ensure tickets are handled efficiently, meet SLAs, and promote a positive customer experience.
Responsibilities:
- Answer calls from end-users and resolve issues on first contact when possible.
- Manage assigned tickets logged via phone, portal, booking systems, email, or chat.
- Accurately record work and time, utilizing tools to enhance accuracy and timeliness.
- Communicate professionally with customers through appropriate channels, ensuring clarity and standards are met.
- Adhere to performance targets, including KPIs and SLAs.
- Build strong relationships within the Service Desk team, other Managed Services teams, and the wider organization.
- Collaborate with Team Managers, Team Leaders, and Account Managers to achieve positive customer outcomes.
Key Skills:
- Demonstrate relevant technical skills, validated via a Zenzero assessment or recognized vendor certifications.
- Possess Pluralsight Foundation certification at or above the average level.
- Hold a Foundation level Microsoft certification or equivalent.
- Exhibit strong interpersonal and communication skills.
- Fluent in English, both written and spoken.
Service Desk Engineer employer: JR United Kingdom
Contact Detail:
JR United Kingdom Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Engineer
✨Tip Number 1
Familiarise yourself with common service desk tools and ticketing systems. Being well-versed in these platforms will not only help you during the interview but also demonstrate your readiness to hit the ground running.
✨Tip Number 2
Brush up on your technical skills relevant to the role, especially those related to Microsoft certifications. Consider taking practice assessments or online courses to ensure you're confident in your knowledge.
✨Tip Number 3
Prepare for situational questions by thinking of examples from your past experiences where you successfully resolved customer issues. This will showcase your problem-solving abilities and customer service skills.
✨Tip Number 4
Network with current or former Service Desk Engineers, if possible. They can provide insights into the company culture and expectations, which can be invaluable during your interview.
We think you need these skills to ace Service Desk Engineer
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and key skills required for the Service Desk Engineer position. Tailor your application to highlight how your experience aligns with these requirements.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous roles where you provided customer support or worked in a service desk environment. Use specific examples to demonstrate your problem-solving skills and ability to meet SLAs.
Showcase Technical Skills: Mention any relevant technical skills or certifications you possess, such as the Pluralsight Foundation certification or Microsoft certification. If you have completed a Zenzero assessment, include this information to validate your technical capabilities.
Craft a Professional Cover Letter: Write a compelling cover letter that reflects your enthusiasm for the role and the company. Address how you can contribute to a positive customer experience and your ability to collaborate effectively with team members.
How to prepare for a job interview at JR United Kingdom
✨Showcase Your Technical Skills
Make sure to highlight your relevant technical skills during the interview. Be prepared to discuss any certifications you hold, such as the Pluralsight Foundation certification or Microsoft certification, and how they relate to the role of a Service Desk Engineer.
✨Demonstrate Customer Service Excellence
Since this role is all about providing exceptional customer service, be ready to share examples from your past experiences where you resolved issues effectively. Emphasise your ability to handle calls and manage tickets efficiently while maintaining a positive attitude.
✨Communicate Clearly and Professionally
Effective communication is key in this role. Practice articulating your thoughts clearly and professionally, as you will need to interact with clients and colleagues alike. Consider preparing answers to common questions that demonstrate your communication skills.
✨Understand SLAs and KPIs
Familiarise yourself with the concepts of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Be prepared to discuss how you have met these targets in previous roles and how you plan to do so in this position.
