At a Glance
- Tasks: Join our 2nd Line Helpdesk Team and support over 500 users with software solutions.
- Company: Kreston Reeves, a forward-thinking firm with a focus on inclusivity.
- Benefits: Competitive salary, hybrid working, health plans, and generous leave.
- Other info: Opportunities for growth, training, and community involvement through volunteering.
- Why this job: Make a real difference by resolving IT issues and enhancing user experience.
- Qualifications: GCSE Maths and English C or equivalent; A Level or IT course preferred.
The predicted salary is between 24750 - 30250 £ per year.
Description
Being part of the 2nd Line Helpdesk Team.
Support 500+people with all software used by the firm, including Accountancy, Tax, Practice management and Document management software as well as Microsoft Office by answering and logging calls in a prompt professional manner, resolving problems where possible and escalating to 3rd line level support if required.
Department
Central Services
Employment Type
Permanent - Full Time
Location
- London
- Scope, Reach & Key Relationships
- Seeking to understand and resolve Helpdesk enquiries as promptly as possible.
- Build working relationships with key suppliers
- Passing unresolved problems to the appropriate party, either within the IT team or externally and chasing for a resolution as required, however, retaining responsibility to ensure the user gets a resolution.
- Understanding how the role affects the business and the firm’s priorities.
- Works in close collaboration with Senior service desk technicians
- Deals confidently with Employee queries
- Positive liaison and representation of the Firm with all possible candidates
- Principal Accountabilities / Responsibilities: Helpdesk
- Answering and logging IT Helpdesk enquiries within the helpdesk software.
- Answering enquiries in a prompt and professional manner.
- Good working knowledge of our IT system.
- Routinely visit other offices and run the Helpdesk from that location and working with staff/partners one to one.
- Set up of a new user
- Deletion of a leaver
- Excellent Communication Skills
- Collaborate with other Team members
- Work efficiently
- Complete Core work unsupervised
- Action data Restores
- Remote Support Routine System Checks
- Day to day operation of routine system monitoring.
- Responsible for monitoring allocated areas of the Kreston Reeves IT infrastructure and reporting issues to the IT Manager/IT Systems Manager. Software
- Microsoft Office Applications Development
- Develop Technical expertise
- Being involved with project work as required.
- Continue development knowledge
- Attend any recommend courses.
- Hardware
- Support devices i. e. laptops
What we're looking for
- Maths and English GCSE C or equivalent
- A Level or IT course equivalent
- What we can offer
- Financial wellbeing – competitive salary, contributory pension scheme, Life Assurance, Health Cash Plan, Income Protection Scheme and Perks at Work discounts and rewards.
- Leave – 25.5 days plus bank holidays, holiday buying Mental wellbeing – hybrid working (3 days in the office/2 from home) and flexible working policies, Employee Assistance Programme and counselling
- Physical wellbeing –Private Medical Insurance, Critical Illness Insurance and an annual flu jab.
- Recognition – monthly nominations for financial awards based on culture and values
- Development – we offer continuous support and development with clear mapped progression routes across the business, as well as access to internal and external training courses
- Diversity, inclusion and belonging – we operate several family-friendly policies and take proactive steps to create an inclusive environment
- ESG – give as you earn, 1 extra day off each year to take up volunteering opportunities. Opportunities to support our commitment to charitable causes
- Travel – other optional benefits include: cycle to work scheme, interest-free season ticket loan (London only), interest-free car/motorbike loan
At Kreston Reeves, we are committed to creating an inclusive and accessible workplace for all.
We understand that everyone has unique needs, and we strive to accommodate them through reasonable adjustments.
Whether it's adapting work environments, providing assistive technologies, or modifying processes, we are dedicated to supporting our employees in realising their full potential.
If you require any reasonable adjustments to participate in our recruitment process or thrive in your role, please don't hesitate to reach out by emailing recruitment@krestonreeves. com.
Please remember, you only need to share what you are comfortable to for us to support your request.
Your success is important to us, and we're here to ensure a supportive and inclusive experience for all.
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Service Desk Technician employer: Kreston Reeves
Kreston Reeves is an exceptional employer, offering a dynamic work environment in London where you can play a pivotal role in shaping internal communications during a significant integration period. With a strong focus on employee wellbeing, professional development, and a commitment to diversity and inclusion, we provide our team with the tools and support needed to thrive. Join us to be part of a collaborative culture that values your contributions and fosters meaningful growth opportunities.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Technician
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Kreston Reeves. 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 Kreston Reeves 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 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 Kreston Reeves:Your cover letter is your chance to shine! Tell us why you want to work at Kreston Reeves 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 Kreston Reeves!
How to prepare for a job interview at Kreston Reeves
✨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.
