At a Glance
- Tasks: Provide top-notch technical support and resolve customer queries in a dynamic environment.
- Company: Join a leading tech firm committed to excellence and innovation.
- Benefits: Competitive pay, flexible work arrangements, and opportunities for professional growth.
- Other info: Work in a collaborative team with a focus on customer satisfaction.
- Why this job: Be the first point of contact for tech issues and make a real difference.
- Qualifications: Experience in IT support and a passion for helping others.
The predicted salary is between 25000 - 30000 £ per year.
We have an exciting job opportunity for a role based in Leeds, UK (weekly 2 days onsite).
Job Type: Contract (inside IR 35)
Note: Need Active SC Clearance Candidates
Job Summary: We are looking for a motivated and skilled L1 Technical Service Desk Engineer to join our team. In this role, you will be responsible for providing onsite service and support to our customers. As part of the Technical Service Desk, you will act as the first point of contact for all technical queries and issues, providing Level 1 Support. You will investigate, diagnose, and resolve alerts and incidents, and manage a variety of cases from members of the public, Reliant Parties (onboarded services from other Government departments), and suppliers ensuring a high-quality service that aligns with our business goals.
Key Responsibilities:
- Update support call documentation within the Service Desk management system, ensuring accurate incident details and history.
- Work within agreed Service Desk procedures at all times.
- Resolve user requests in accordance with service level agreements.
- Own issues until they are mitigated, resolved, or transferred to a new owner.
- Stay informed about new products and services used in customer deployments.
- Produce relevant training documentation.
- Achieve KPIs to ensure service quality and support Mastek’s service management.
- Demonstrate knowledge of specific technologies and develop technical expertise across supported services.
- Resolve user requests, providing clear and concise updates.
- Maintain confidentiality per data protection policies and procedures.
- Collaborate with the Contact Centre and L2 colleagues to enhance shift left strategies and create self-service materials to reduce incident volumes.
- Focus on customer satisfaction by demonstrating empathy and going the extra mile.
- Undertake other duties as required by the manager.
Role Requirements:
- ITIL V4 Certification desirable; ITIL V4 training preferred.
- Proven experience in an IT/Application Support helpdesk, providing direct user support.
- Advocate of ITIL best practice processes.
- Experience in a customer-facing environment.
Please share your updated CV.
L1 Technical Service Engineer (SC Cleared) in Leeds employer: LSA Recruit
Join a dynamic team in Leeds as an L1 Technical Service Desk Engineer, where you will be part of a supportive work culture that prioritises employee growth and development. With a focus on customer satisfaction and collaboration, we offer opportunities to enhance your technical skills while working on meaningful projects that impact the community. Enjoy the benefits of flexible onsite arrangements and a commitment to maintaining a high-quality service in a government-related environment.
StudySmarter Expert Advice🤫
We think this is how you could land L1 Technical Service Engineer (SC Cleared) in Leeds
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like LSA Recruit.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like LSA Recruit. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace L1 Technical Service Engineer (SC Cleared) in Leeds
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to LSA Recruit.
How to prepare for a job interview at LSA Recruit
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in LSA Recruit's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services LSA Recruit offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
