At a Glance
- Tasks: Provide 1st line IT support and resolve technical issues for users.
- Company: Join Emeria, a leader in residential real estate services in the UK & Ireland.
- Benefits: Competitive salary, training, exclusive discounts, and supportive work environment.
- Other info: Dynamic team with opportunities for growth and development.
- Why this job: Be the go-to tech hero and make a difference in people's work lives.
- Qualifications: Experience in IT support, knowledge of Microsoft 365, and customer service skills.
The predicted salary is between 40000 - 45000 £ per year.
Hours: 35 hours per week, Monday to Saturday - Shift Pattern between 8am to 6pm.
Emeria UK operates in the residential real estate sector through its operating brands of FirstPort, Innovus, Knight Square and Campions. As the Payroll Administrator you will be contributing to Emeria’s vision to be the leader of residential real estate services in the UK & Ireland.
The Role
We are seeking a customer-focused IT Service Desk Technician to provide 1st line support across our organisation. You will be the first point of contact for IT issues via phone, email, and the ITSM portal. The role focuses on resolving common technical problems, accurately logging and triaging tickets, and escalating to 2nd line, Applications Support, or Infrastructure teams when required. You will play a key role in ensuring users receive prompt, professional, and effective IT assistance.
Key Accountabilities
- Answer and manage incoming calls on the IT Service Desk line, ensuring users receive a friendly and professional service.
- Log all incidents and service requests into the ITSM system with accurate details and categorisation.
- Provide 1st line troubleshooting for hardware, software, Microsoft 365, and network-related issues.
- Escalate tickets promptly to 2nd line, Applications Support, or Infrastructure teams when outside 1st line scope.
- Guide users through basic “how-to” fixes, password resets, and account access issues.
- Ensure all support interactions are documented clearly and updated regularly in the ITSM system.
- Monitor and manage open tickets, ensuring SLAs and response times are met.
- Assist with device setup, installations, and configuration of standard software packages.
- Contribute to Service Desk knowledge base articles to help improve first-time fix rates.
- Maintain a high standard of customer service and act as the voice of IT for the business.
Person Specification
Experience
- Experience working in a 1st line IT support or customer service role.
- Exposure to IT Service Desk / call centre environments.
- Experience supporting Microsoft 365 applications and Windows 10/11.
- Familiarity with Active Directory for password resets and account changes.
- Knowledge of logging and escalating incidents via an ITSM tool.
Technical Skills
- Strong knowledge of Microsoft 365 (Outlook, Teams, OneDrive, SharePoint).
- Ability to perform password resets, account unlocks, and basic AD administration.
- Good understanding of Windows 10/11 and standard troubleshooting steps.
- Familiarity with mobile devices, laptops, and peripheral support.
- Basic networking awareness (Wi-Fi, VPN, internet connectivity checks).
Qualifications
- Microsoft 365 Fundamentals (desirable).
- CompTIA A+ or equivalent entry-level IT certification advantageous.
- Relevant IT qualification or equivalent hands-on experience.
The Benefits
Our customers deserve the best and the same applies to our people. We’ll support you with all of the technology, training and support that you need to do your job well. We offer competitive salaries and a range of benefit packages. In addition to the core benefits, we also offer a range of exclusive discounts on extra benefits to help you and your family make the most of your money, safeguard your future and look after your health.
Diversity
We’re committed to promoting diversity at Emeria and recruit on merit. We will consider applications from job share applicants.
IT Service Desk Technician employer: Mainstay
Emeria UK is an exceptional employer, offering a dynamic work environment where IT Service Desk Technicians can thrive. With a strong commitment to employee development, competitive salaries, and a comprehensive benefits package, we ensure our team members have the resources they need to excel. Our inclusive culture promotes diversity and collaboration, making it a rewarding place to contribute to the future of residential real estate services in the UK & Ireland.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Desk Technician
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Mainstay values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Mainstay might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Mainstay!
✨Direct Apply to Mainstay
Let's not forget to apply directly through the Mainstay website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace IT Service Desk Technician
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Mainstay.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Mainstay. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Mainstay
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
