At a Glance
- Tasks: Provide top-notch IT support and customer service to colleagues across our offices.
- Company: Join a leading marine insurer with a collaborative and empowering culture.
- Benefits: Hybrid working, 27 days leave, private medical insurance, and professional development support.
- Other info: Enjoy a dynamic work environment with opportunities for growth and learning.
- Why this job: Be the go-to tech hero and make a real difference in your colleagues' work lives.
- Qualifications: 6 months experience in IT support and strong communication skills required.
The predicted salary is between 33750 - 41250 £ per year.
We're looking for someone to join our Newcastle Technology department as a Service Desk Technician. The purpose of the role is to provide exceptional customer service and support of the IT services to NorthStandard colleagues across our offices. As the first point of contact, you will be providing technical support to end-users who need assistance with their computer hardware or software. This could involve fixing a technical fault, answering a query or fulfilling a service request, anything that is needed to allow the user to return to work satisfactorily. You will also assist with user rights, passwords, user accounts and basic level security administration. We are looking for someone who genuinely enjoys what they do and has a determined ‘can do’ attitude. A confident communicator, you should also be able to liaise and communicate effectively with internal and external partners at all levels. Once established into the role, you will join our On Call rota.
What will you be doing?
- Identifying and diagnosing technical issues and problems
- Supporting colleagues around the business with IT issues and requests
- Escalating issues in a timely manner to relevant contacts
- Taking part in the out of hours rota
You’ll be committed to delivering excellent customer service. Your strong communication skills will help you to diagnose the user’s issue and to explain technical issues in a way that non-experts can understand. Most of your work will take place over the phone, by email and through fault finding programmes that enable you to diagnose and fix customer problems remotely.
About you - Skills/Qualifications/Experience
- At least 6 months experience in a similar role
- Strong communication and knowledge sharing skills
- Experience supporting users in a remote environment
- Independently manage your own workload
- Develop in-house relationships with the Service Desk team and broader IT function
- ITIL Foundation v4
- CompTIA A+
- Service Desk Analyst (SDI - SDA)
Who we are
We are a specialist marine insurer and a member of the International Group of Protection and Indemnity clubs, owned by its shipowner members and controlled by a board of directors drawn from its membership. We’re one of the world’s leading and most influential P&I Clubs. Employing over 600 people globally, we provide an unmatched depth and breadth of expertise to our members.
Our culture and what to expect from us
Our culture is hugely important to us enabling us to fulfil our brand promise, ‘Taking on tomorrow, together’. Together we are empowered, inquisitive and courageous, giving the best of ourselves to our colleagues, customers, members and the communities we serve. We provide excellent service to members, build long-lasting relationships built on trust and understanding, and treat our colleagues in the same way. It doesn’t matter who you are or what you do, we all act as role models and celebrate our cultural principles.
We provide our people with a fantastic benefits package including:
- Hybrid working (3 days in the office each week)
- 27 days annual leave per annum + bank holidays (rising with length of service)
- Private Medical Insurance
- Life Insurance
- Structured learning and development with support towards obtaining professional qualifications that are relevant to your job
- An onsite gym in our Newcastle office and much more…
Salary from £28,000, depending on experience.
Service Desk Technician in Newcastle upon Tyne employer: NorthStandard
As a leading marine insurer, we offer Data Graduates an exceptional opportunity to kickstart their careers in a supportive and dynamic environment. Our culture fosters empowerment and curiosity, ensuring that you not only gain hands-on experience with cutting-edge data technologies but also benefit from structured learning and development programmes. With a generous benefits package, including 27 days of annual leave and private medical insurance, we are committed to your growth and well-being as you contribute to our mission of 'Taking on tomorrow, together'.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Technician in Newcastle upon Tyne
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at NorthStandard. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like NorthStandard before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Technician in Newcastle upon Tyne
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to NorthStandard:Your cover letter is your chance to shine! Tell us why you want to work at NorthStandard specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at NorthStandard!
How to prepare for a job interview at NorthStandard
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
