At a Glance
- Tasks: Provide first-contact technical support for users globally via phone, chat, and ticketing systems.
- Company: Join a dynamic IT service desk team with a global reach.
- Benefits: Enjoy a comprehensive benefits package including 401K, medical, dental, and flexible work options.
- Other info: Fast-paced environment with opportunities to grow and learn in IT.
- Why this job: Kickstart your tech career while helping people solve their IT issues every day.
- Qualifications: High school diploma or GED; experience in tech support is a plus.
The predicted salary is between 25000 - 32000 £ per year.
The Service Desk Technician I (Tier 1) serves as the first point of contact for end users across a global, follow-the-sun IT Service Desk. This role provides first-line technical support for account administration, hardware, software, access, and authentication issues while ensuring incidents and service requests are managed effectively through established IT service management processes.
What You Will Do
- Provide first-contact technical support via phone, chat, and ticketing systems for account administration, hardware, software, and access-related issues.
- Answer and triage incoming support contacts while meeting established service level objectives.
Why It Might Be a Fit
The ideal candidate is customer-focused, detail-oriented, and comfortable working in a fast-paced support environment. Success in this role requires strong communication skills, adherence to service levels, accurate ticket documentation, and the ability to collaborate effectively with colleagues and end users across multiple regions, time zones, and cultures.
Requirements
- High school diploma or GED
- Associate degree in Information Technology, Computer Science, or a related field
- Zero (0) to two (2) years of experience in a service desk, help desk, technical support, or customer support environment
- Experience utilizing ServiceNow ITSM or a comparable enterprise ticketing platform
- Working knowledge of Microsoft 365 applications and Windows desktop operating systems
- Experience supporting Active Directory, Azure AD, password management, and multi-factor authentication solutions
- Familiarity with remote support tools and collaboration platforms such as Microsoft Teams
- Understanding of incident management, service request fulfillment, and basic troubleshooting methodologies
- Ability to document support activities accurately and follow established support procedures
Benefits
- 401K plan with company match
- Medical, dental, vision, life insurance, AD&D, flexible spending account, disability, paid time off, or flexible work schedule
Global Tier 1 Service Desk Technician employer: KBR, Inc
KBR, Inc. is an exceptional employer that fosters a dynamic work culture where innovation and collaboration thrive. With a strong commitment to employee development, we offer extensive growth opportunities in a hybrid work environment, allowing you to balance professional aspirations with personal life. Join us to lead impactful engineering programmes in a supportive atmosphere that values your expertise and contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Global Tier 1 Service Desk Technician
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at KBR, Inc. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like KBR, Inc before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Global Tier 1 Service Desk Technician
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to KBR, Inc:Your cover letter is your chance to shine! Tell us why you want to work at KBR, Inc specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at KBR, Inc!
How to prepare for a job interview at KBR, Inc
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
