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For Companies At a Glance
- Tasks: Be the first point of contact for customer IT queries and troubleshoot issues.
- Company: Join a dynamic helpdesk team in Waterlooville with a focus on customer service.
- Benefits: Competitive salary, full-time hours, and opportunities for professional growth.
- Why this job: Make a real difference by solving tech problems and helping customers daily.
- Qualifications: Strong communication skills and a passion for delivering quality service.
- Other info: Collaborative environment with a focus on continuous improvement and learning.
IT Helpdesk Engineer
Candidates should take the time to read all the elements of this job advert carefully Please make your application promptly.
Waterlooville
Permanent, Full Time
£26,208
Position Overview
I am looking for a proactive and skilled Triage Engineer/IT Helpdesk to join a busy helpdesk team based in Waterlooville.
In this role, you will act as the initial point of contact for all customer queries. Your responsibilities will include responding to incoming tickets via phone and email, delivering first-line fixes where possible, escalating issues appropriately, and tracking daily tasks to ensure they are completed within agreed service levels.
Key Duties
* Serve as the first line of support for all incoming incidents and service requests.
* Carry out initial investigation and troubleshooting of software issues and system errors.
* Assess and prioritise incidents based on severity and business impact.
* Keep customers informed throughout the triage process with regular updates and clear expectations.
* Capture and document common issues and solutions to build a stronger internal knowledge base.
* Monitor performance logs and system alerts to identify and flag potential issues before they escalate.
* Escalate critical incidents promptly to management and relevant stakeholders.
* Support post-incident reviews by helping to identify root causes and suggest preventative actions.
Skills & Experience Required
* Strong customer focus and commitment to delivering a high-quality service.
* Confident, self-motivated, and able to work under pressure.
* Excellent verbal and written communication skills.
* Collaborative team player with a willingness to share knowledge.
* Keen to contribute to process improvements and service quality.
* Familiarity with ITIL processes and Cyber Essentials frameworks is an advantage.
Apply now or call Lynsey at Key Recruitment for more information
It Support Engineer employer: Key Recruitment Limited
Contact Detail:
Key Recruitment Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land It Support Engineer
✨Tip Number 1
Get to know the company! Research their values, culture, and recent projects. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills. As an IT Support Engineer, you'll need to explain technical issues clearly to customers. Try role-playing with a friend or family member to get comfortable with this.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider info about the company and might even lead to a referral.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining the team.
We think you need these skills to ace It Support Engineer
Some tips for your application 🫡
Read the Job Description Thoroughly: Before you start your application, take a moment to really digest the job description. It’s packed with info about what we’re looking for, and tailoring your application to match those points can make a huge difference!
Show Off Your Communication Skills: Since this role is all about helping customers, make sure your written application reflects your excellent communication skills. Use clear and concise language, and don’t forget to showcase your customer-focused attitude!
Highlight Relevant Experience: When detailing your experience, focus on roles or tasks that relate directly to IT support and helpdesk duties. Mention any specific tools or processes you’ve used, especially if they align with ITIL or Cyber Essentials.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you get the best chance to shine in front of our hiring team!
How to prepare for a job interview at Key Recruitment Limited
✨Know Your Stuff
Make sure you brush up on your IT knowledge, especially around troubleshooting and common software issues. Familiarise yourself with ITIL processes and Cyber Essentials frameworks, as these are likely to come up during the interview.
✨Customer Service is Key
Since this role is all about helping customers, be prepared to discuss your approach to customer service. Think of examples where you've successfully resolved issues or improved a customer's experience, and be ready to share those stories.
✨Practice Your Communication Skills
As an IT Helpdesk Engineer, you'll need to communicate clearly and effectively. Practice explaining technical concepts in simple terms, and consider doing mock interviews with a friend to refine your verbal and written communication skills.
✨Show Your Team Spirit
This role requires collaboration, so be ready to talk about how you work within a team. Share examples of how you've contributed to team success or helped colleagues, and express your willingness to share knowledge and learn from others.
