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- Tasks: Provide first-line IT support, troubleshoot issues, and enhance customer satisfaction.
- Company: Established IT consultancy working within government and defence sectors.
- Benefits: Competitive salary, excellent benefits, yearly bonus, and hybrid work options.
- Why this job: Kickstart your IT career with hands-on experience and growth opportunities.
- Qualifications: 1-2 years in technical support; familiarity with ITSM tools and Microsoft technologies.
- Other info: Join a dynamic team and contribute to impactful projects in a secure environment.
The predicted salary is between 27000 - 35000 £ per year.
Location: Corsham - hybrid
Salary: £27,000 - £35,000 + excellent company benefits + yearly bonus
You must be SC Cleared and eligible to get DV clearance or be DV cleared and be a sole British citizen due to the nature of the work.
NexGen Associates are currently working with an established IT Consultancy client who work within the government and defence verticals. They are now looking to take an experienced IT Service Desk Technician. This is an excellent opportunity for individuals with 1-2 years of service desk experience or those looking to progress from an entry-level IT role.
The Service Desk Technician will be the first point of contact for IT-related support for our customers. The role involves troubleshooting, diagnosing, and resolving technical issues for end-users while ensuring high levels of customer satisfaction. The technician will also document issues, escalate complex problems, and contribute to the improvement of IT processes and support systems.
Duties:
- Respond to IT support requests via phone, email, chat, or ticketing systems.
- Provide first-line technical support for hardware, software, network, and application issues.
- Create and manage user accounts and user access for multiple line-of-business applications.
- Guide users through troubleshooting steps and document resolutions.
- Log, categorise, and prioritise incidents and service requests in the ITSM tool.
- Escalate unresolved issues to the appropriate second or third-line support teams.
- Assist with the build, installation, and configuration of desktops, laptops, printers, and mobile devices.
- Assist with software installation, updates, and licensing management.
- Maintain accurate documentation of issues and solutions in the knowledge base.
- Contribute to creating and updating user guides and FAQs.
- Monitor system alerts and logs to proactively identify potential issues.
- Perform routine system checks and updates to ensure optimal performance.
- Deliver a high standard of customer service and ensure timely follow-up on open tickets.
- Communicate clearly with technical and non-technical users.
Requirements for the role:
- Minimum 1-2 years of experience in a technical support or help desk role in a 1st Line role.
- Experience working with ITSM ticketing tools (e.g., ServiceNow, Jira, Autotask, Freshdesk, ConnectWise, HaloITSM/HaloPSA).
- Experience working with RMM toolsets (e.g., N-Able, Pulseway, ManageEngine).
- Knowledge of Windows and macOS, with some experience of Linux operating systems.
- Familiarity with Microsoft technologies including Microsoft 365, Office, and Azure.
- Basic understanding of networking concepts (e.g., TCP/IP, DNS, DHCP).
- Experience with Active Directory, Microsoft Entra/AAD, and user account management.
- Experience with laptop/PC diagnostics, upgrades, and repairs.
- Experience working with third-party software vendors or solution providers.
- Experience working with UK Government Security Classifications.
- Willingness to work in a shift-based schedule if required.
- Willingness to participate in on-call rotations or respond to critical incidents after hours.
- Ability to travel to customer sites when necessary.
Service Desk Technician employer: NexGen Associates
Contact Detail:
NexGen Associates Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Technician
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT field, especially those who work in service desks or similar roles. A friendly chat can lead to insider info about job openings that aren't even advertised yet.
✨Tip Number 2
Prepare for the interview by brushing up on common technical questions and customer service scenarios. We all know that first impressions count, so practice your responses and show off your troubleshooting skills!
✨Tip Number 3
Don’t forget to showcase your soft skills! As a Service Desk Technician, communication is key. Be ready to demonstrate how you handle difficult customers or complex issues with ease and professionalism.
✨Tip Number 4
Apply through our website for the best chance at landing the role! We’re always on the lookout for passionate individuals, and applying directly can help us see your enthusiasm right away.
We think you need these skills to ace Service Desk Technician
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Desk Technician role. Highlight your relevant experience, especially in 1st line support and any ITSM tools you've used. We want to see how your skills match what we're looking for!
Craft a Catchy Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background makes you a great fit. Keep it concise but engaging – we love a bit of personality!
Show Off Your Technical Skills: In your application, don't forget to mention your technical skills, especially with Windows, macOS, and any networking knowledge. We’re keen on seeing how you can troubleshoot and resolve issues effectively.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at NexGen Associates
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Windows, macOS, and basic networking concepts. Be ready to discuss your experience with ITSM tools and how you've used them in past roles.
✨Show Off Your Customer Service Skills
As a Service Desk Technician, customer satisfaction is key. Prepare examples of how you've handled difficult situations or resolved issues for users in the past. Highlight your communication skills and ability to explain technical concepts to non-technical users.
✨Familiarise Yourself with the Company
Research the consultancy and its work within the government and defence sectors. Understanding their mission and values will help you tailor your responses and show that you're genuinely interested in the role.
✨Prepare Questions to Ask
Interviews are a two-way street! Think of insightful questions about the team dynamics, the tools they use, or the challenges they face. This shows your enthusiasm and helps you gauge if the company is the right fit for you.
