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For Companies At a Glance
- Tasks: Provide first-line IT support and resolve technical issues for users.
- Company: Join a friendly tech team in Mansfield with a hybrid work model.
- Benefits: Competitive salary, personal development opportunities, and end-of-year bonus.
- Why this job: Kickstart your IT career while helping others and learning new skills.
- Qualifications: Customer service experience and a passion for technology are preferred.
- Other info: Enjoy a supportive culture focused on teamwork and growth.
The predicted salary is between 21500 - 23500 £ per year.
Overview
Mansfield, hybrid 1 day per week in the office for meetings etc.
£25,000 - £27,000 plus on-call allowance.
37.5 hours - Monday to Friday, plus 1 in 3 on-call weekends.
Key Duties and Responsibilities
- Respond to incoming support requests (phone, email, and ticketing systems).
- Log, categorise, and prioritise tickets following agreed SLAs.
- Provide first-line technical support for everyday IT issues, including password resets, software errors, printing problems, and basic hardware troubleshooting.
- Assist in resolving issues with email, internet connectivity, remote access, and desktop configuration.
- Work closely with senior engineers to escalate complex incidents.
- Communicate regularly with users and customer-based IT teams.
- Support user onboarding tasks.
- Maintain accurate ticket records and internal documentation.
- Identify patterns in recurring issues and escalate for further investigation.
- Contribute to a culture of excellent customer service and teamwork within the service desk.
Person Spec
- Confident and clear in delivering support over the phone.
- Strong communication and interpersonal skills; clear, friendly, and professional with both technical and non-technical users.
- Customer-focused with a positive, can-do attitude.
- Eager to learn and take feedback to improve technical and service delivery skills.
- Organised and dependable; able to manage tasks and follow through on commitments.
- A collaborative team player who supports colleagues and contributes to shared goals.
Knowledge and Experience
- Previous experience in a customer service or IT support role is preferred (can include internships, helpdesk placements, or apprenticeships).
- Demonstrates a logical and analytical approach to diagnosing technical issues.
- Familiarity with Windows OS, Microsoft 365 applications (Outlook, Teams, Word, etc.), and general IT troubleshooting.
- Understanding basic networking concepts (e.g., IP addresses, Wi-Fi issues, VPNs) is beneficial.
- Experience working with ticketing or helpdesk systems is a plus.
- Ability to follow processes, prioritise tasks, and maintain accurate records.
- A genuine interest in IT and a desire to learn and grow within a technical support environment.
Reward & Benefits
- Commitment and dedication to your ongoing personal and professional development.
- A friendly and inclusive culture where teams genuinely strive to do the right thing by their colleagues and customers.
- End of year bonus subject to business performance.
Please note we are only able to respond to those who have been shortlisted. If you haven't had a response within 48 hrs please assume you have been unsuccessful.
Service Desk Associate employer: Kinetic Office Recruitment
Contact Detail:
Kinetic Office Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Associate
✨Tip Number 1
Get to know the company culture! Before your interview, check out their website and social media. This will help you understand their values and how you can fit in, making it easier to connect during your chat.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. This will help you feel more confident and articulate when discussing your experience and skills.
✨Tip Number 3
Show off your problem-solving skills! Be ready to share examples of how you've tackled IT issues in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers and make them impactful.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It shows you're keen and keeps you on their radar as they make their decision.
We think you need these skills to ace Service Desk Associate
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your relevant experience in customer service or IT support. We want to see how your skills match the key duties listed in the job description, so don’t hold back!
Show Off Your Communication Skills: Since this role involves a lot of interaction with users, it’s crucial to demonstrate your strong communication skills. Use clear and friendly language in your application to reflect the professional yet approachable vibe we’re after.
Highlight Your Technical Know-How: Mention any familiarity you have with Windows OS, Microsoft 365, or ticketing systems. If you've tackled technical issues before, share those experiences! We love seeing candidates who are eager to learn and grow in the tech space.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Kinetic Office Recruitment
✨Know Your Tech Basics
Brush up on your knowledge of Windows OS and Microsoft 365 applications. Be ready to discuss common IT issues like password resets and software errors, as these are likely to come up during the interview.
✨Show Off Your Customer Service Skills
Prepare examples from your past experiences where you provided excellent customer service. Highlight your ability to communicate clearly and professionally with both technical and non-technical users, as this is key for a Service Desk Associate.
✨Demonstrate Your Problem-Solving Skills
Think of specific instances where you diagnosed and resolved technical issues. Be ready to explain your logical approach to troubleshooting, as well as how you prioritise tasks and manage your time effectively.
✨Emphasise Teamwork and Collaboration
Since this role involves working closely with senior engineers and supporting colleagues, be prepared to discuss how you contribute to a team environment. Share examples of how you've collaborated in the past and your eagerness to learn from others.
