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- Tasks: Be the go-to person for tech support, managing incidents and requests for over 1000 users.
- Company: Join a dynamic team in a vibrant London office near Bond St, with great facilities.
- Benefits: Enjoy flexible holiday options, private medical insurance, gym discounts, and a competitive pension scheme.
- Why this job: Gain hands-on experience in IT, work with cutting-edge technology, and contribute to service improvements.
- Qualifications: Must have at least one year of IT Service Desk experience and knowledge of ITIL concepts.
- Other info: Work hours are 8:00am - 4:30pm or 10:00am - 6:30pm, with a supportive team environment.
The predicted salary is between 36000 - 60000 £ per year.
This is a London role, located close to Bond St, Tube. It is a permanent role based five days per week in great offices with a supportive team, access to cafés, bars and all onsite facilities. Rostered basis. Hours are 8:00am - 4:30pm and 10:00am - 6:30pm.
You will be a central point of contact for technical support services, owning the coordination of responses to incidents and requests along with customer-related engagement. Your key responsibilities will be to:
- Maintain the Service Desk function which customers will access for all their technology service requests, incidents, and queries (over 1000 users, two service desks, team of 8 excluding manager).
- Ensure details are captured and recorded in the Service Management call logging system and prioritised accordingly.
- Track, update and manage calls through to resolution, escalating when necessary.
- Monitor and manage call queues, ensuring incidents and requests are addressed within agreed service level targets.
- Verify customer satisfaction before resolving incidents and requests.
- Provide desk side and meeting room services, liaising with colleagues and customers to ensure effective communication, escalation, and knowledge sharing.
- Maintain a technology asset database and Digital Services catalogue.
- Execute scheduled system checks to ensure desktop software is up-to-date and at the required standard.
- Liaise with Service Desk Management, ensuring they remain updated regarding incidents that require escalation or further attention.
- Pro-actively identify opportunities for automation to minimise repetitive tasks and enhance productivity across the firm.
- Submit improvement ideas into a continual service improvement register, implementing those that are approved either individually or as part of a team.
- Carry out in-depth analysis of incidents and problems involving planning, testing and implementing fixes or workarounds.
- Carry out project work either individually or as part of a team as directed.
What skills and experience will you need?
- At least one-year continuous IT Service Desk experience.
- Demonstrable knowledge and experience with:
- ITIL concepts and their application.
- Enterprise service management toolset.
- Remote support tools.
- Windows 10-11, Microsoft Office 2016 and Office365.
- Desktop hardware and printer troubleshooting and support.
- Laptop builds and upgrades.
- IT networking concepts in an enterprise environment.
- Backup and disaster recovery solutions and concepts.
- Active Directory and Azure Active Directory.
- Office365 Admin suite.
Salary: Competitive
Benefits:
- 26 days annual leave (pro-rata for part-time working) plus bank holidays (most of which can be taken flexibly!) with options to buy & sell holiday.
- Private medical insurance.
- Discounted gym memberships, critical illness and dental insurance through our flexible benefits.
- Eye care vouchers.
- Cycle to work scheme.
- Digital GP services.
- Competitive pension scheme.
- Discretionary bonus scheme.
- High street discounts.
2nd Line Service Desk, ITIL, Automation of tasks, PowerShell... employer: Nesta Consulting Ltd
Contact Detail:
Nesta Consulting Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Service Desk, ITIL, Automation of tasks, PowerShell...
✨Tip Number 1
Familiarise yourself with ITIL concepts and their practical applications. Since this role heavily relies on ITIL principles, demonstrating your understanding during conversations can set you apart from other candidates.
✨Tip Number 2
Brush up on your PowerShell skills, as automation of tasks is a key responsibility. Being able to discuss specific examples of how you've used PowerShell to streamline processes will show your proactive approach to improving service delivery.
✨Tip Number 3
Network with current or former employees in similar roles. They can provide insights into the company culture and expectations, which can help you tailor your approach when discussing your fit for the position.
✨Tip Number 4
Prepare to discuss your experience with customer engagement and satisfaction. This role involves a lot of interaction with users, so having concrete examples of how you've successfully managed customer relationships will be beneficial.
We think you need these skills to ace 2nd Line Service Desk, ITIL, Automation of tasks, PowerShell...
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT Service Desk roles, particularly focusing on ITIL concepts, automation tasks, and PowerShell. Use specific examples to demonstrate your skills.
Craft a Strong Cover Letter: Write a cover letter that addresses the key responsibilities mentioned in the job description. Explain how your previous experiences align with their needs, especially in managing service desk functions and customer engagement.
Showcase Technical Skills: In your application, clearly list your technical skills related to Windows 10-11, Microsoft Office, and any remote support tools you have used. Mention your foundational knowledge of IT networking and Active Directory.
Highlight Problem-Solving Abilities: Provide examples of how you've successfully resolved incidents or improved processes in past roles. This will demonstrate your ability to carry out in-depth analysis and implement fixes or workarounds effectively.
How to prepare for a job interview at Nesta Consulting Ltd
✨Showcase Your ITIL Knowledge
Make sure to highlight your understanding of ITIL concepts during the interview. Be prepared to discuss how you've applied these principles in your previous roles, especially in managing service desk functions and improving service delivery.
✨Demonstrate Technical Proficiency
Since the role requires experience with Windows 10-11, Microsoft Office, and remote support tools, be ready to provide examples of how you've used these technologies. You might even want to mention any specific troubleshooting scenarios you've successfully handled.
✨Emphasise Automation Skills
The job involves identifying opportunities for automation to enhance productivity. Think of instances where you've automated tasks or processes in your previous roles and be ready to discuss the impact it had on efficiency.
✨Prepare for Customer Engagement Scenarios
As a central point of contact for technical support, you'll need strong customer engagement skills. Prepare to share examples of how you've effectively communicated with users, resolved their issues, and ensured their satisfaction with the service provided.
