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- Tasks: Manage Service Desk activities and ensure timely resolution of incidents and service requests.
- Company: Join a dynamic team in Westhill, Aberdeen, focused on delivering top-notch IT support.
- Benefits: Enjoy a full-time role with opportunities for growth and skill development.
- Why this job: Be part of a collaborative culture that values communication and problem-solving skills.
- Qualifications: Must be a graduate with 3+ years of experience in a service desk environment.
- Other info: Onsite position requiring excellent English communication skills and a Versant Score of 70.
The predicted salary is between 36000 - 60000 £ per year.
Role :Technical Service Desk
Location :Westhill, Aberdeen(Onsite)
Duration: Full-time
- Graduate with Minimum 3+ years of experience in service Desk .
- Excellent communication and conversation skills in English with a Versant Score of 70.
- Good Knowledge of Incident, Change and Problem Management
- Manage Service Desk activities, including
- Owning overall responsibility for Incident and Service Request process handling on the Service Desk
- Liaise with the Service Manager
- Help with the development and issuance of Service Desk Operational Reports
- Liaise with the designated Change lead as requested
- Logging and triaging the incidents in ITSM for all the end user related incidents, service requests, problems etc
- Triage the tickets to respective Workplace Services, Applications Services Team and the Infrastructure Operations Team members based on the ticket severity and priority
- Track the incidents/service requests/ problem and Change tickets to ensure resolution within SLA, escalate the unresolved incidents/ problems / Service / Change requests as per the escalation mechanism
- Analyze the ticket trend and provide reports with improvement actions, create basic documents and knowledgebase articles.
- Attend voice calls
- Good Documentation skills on the technical, process, ticket status and other relevant updates suggested by the Quality Lead on the ticket.
- Use Remote Desktop to assist the end users as require
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Technical Service Desk employer: N Consulting Limited
Contact Detail:
N Consulting Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Service Desk
✨Tip Number 1
Familiarise yourself with ITSM tools and processes, as this role heavily relies on logging and triaging incidents. Being able to demonstrate your knowledge of these systems during the interview will show that you're ready to hit the ground running.
✨Tip Number 2
Brush up on your communication skills, especially in a technical context. Since you'll be liaising with various teams and end users, being able to convey complex information clearly will set you apart from other candidates.
✨Tip Number 3
Prepare to discuss your experience with incident, change, and problem management. Have specific examples ready that highlight how you've successfully managed these processes in previous roles.
✨Tip Number 4
Show your analytical skills by thinking about how you would track and report on ticket trends. Be ready to suggest improvement actions based on hypothetical scenarios, as this demonstrates your proactive approach to service desk management.
We think you need these skills to ace Technical Service Desk
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in service desk roles, particularly focusing on your knowledge of Incident, Change, and Problem Management. Use specific examples to demonstrate your skills and achievements.
Craft a Strong Cover Letter: Write a cover letter that addresses the key responsibilities mentioned in the job description. Emphasise your communication skills and any relevant experience you have with ITSM tools and ticket management.
Showcase Relevant Skills: In your application, clearly outline your technical skills, especially those related to remote desktop support and documentation. Mention your Versant Score if it meets the requirement, as this is crucial for the role.
Follow Up: After submitting your application through our website, consider sending a polite follow-up email after a week or two. This shows your enthusiasm for the position and keeps you on their radar.
How to prepare for a job interview at N Consulting Limited
✨Showcase Your Communication Skills
Since excellent communication is key for this role, practice articulating your thoughts clearly and confidently. Prepare to discuss how you've effectively communicated with team members and clients in past roles.
✨Demonstrate Your Technical Knowledge
Brush up on your knowledge of Incident, Change, and Problem Management. Be ready to discuss specific tools and processes you've used in previous positions, as well as any relevant certifications you may have.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills. Think of examples where you've successfully triaged incidents or managed service requests, and be prepared to explain your thought process during those situations.
✨Highlight Your Documentation Skills
Since good documentation is crucial for this role, prepare to discuss your experience in creating knowledge base articles and operational reports. Bring examples if possible, and emphasise your attention to detail.
