At a Glance
- Tasks: Provide top-notch IT support and build strong relationships with clients.
- Company: Join a friendly, growing IT Managed Service Provider with 17 years of success.
- Benefits: Competitive salary, 25 days leave, structured training, and overtime opportunities.
- Other info: Background checks required; dynamic role with great career growth potential.
- Why this job: Be the face of IT and work with diverse technologies in a supportive team.
- Qualifications: 3+ years IT support experience and strong knowledge of Microsoft 365.
The predicted salary is between 30000 - 30000 £ per year.
Wilmslow (4 days on-site, 1 day HQ in Cheadle)
About Novem
At Novem, we’re a growing IT Managed Service Provider with over 17 years of success supporting businesses across the North West. Our reputation is built on long‑term partnerships, exceptional service, and helping our clients succeed through technology. We’re a close-knit, friendly team of technical specialists who genuinely care about delivering great customer experiences.
The Role
We’re looking for a customer-focused Service Desk Engineer to become the face of IT for one of our key clients in Wilmslow. This is a hands‑on, highly visible role where you’ll:
- Act as the primary IT contact on‑site
- Support a fast‑paced business environment
- Build strong relationships with stakeholders
- Deliver high‑quality technical support and service
You’ll spend 4 days onsite with the client and 1 day at our HQ, collaborating with the wider team and contributing to service improvements.
What You’ll Be Doing
- Providing 1st & 2nd line support to users on‑site
- Managing tickets from logging to resolution, meeting SLAs
- Troubleshooting hardware, desktop, and network issues
- Supporting Microsoft 365 (Exchange, Teams, SharePoint)
- Handling device builds, deployments, and onboarding/offboarding
- Acting as the key IT contact for the customer
- Working closely with 2nd/3rd line teams when needed
- Maintaining documentation (IT Glue) and ticket updates (Autotask)
- Monitoring systems via Datto RMM
What We’re Looking For
- 3+ years’ IT support experience (MSP experience ideal)
- Strong knowledge of:
- Active Directory & Group Policy
- Microsoft 365 stack
- Excellent communication and customer service skills
- Ability to prioritise, multitask, and stay calm under pressure
- A proactive mindset with a passion for learning and development
Nice to Have
- Experience with Autotask, Datto, IT Glue
- Industry certifications (Microsoft, CompTIA, CCNA etc.)
Why Join Novem?
- Be the face of IT for a key client
- Work across a variety of technologies and environments
- Join a supportive, collaborative team
- Structured training & development plan after probation
- Overtime opportunities (paid at enhanced rates)
Additional Info
- Background checks required (DBS/CRB)
- NDA required due to client data access
Package
- Salary up to £30k (dependent on experience)
- 25 days annual leave plus bank holidays
- Permanent contract, 37.5 hours per week
Service Desk Engineer in Wilmslow employer: Novem
At Novem, we pride ourselves on being an exceptional employer, offering a supportive and collaborative work culture that fosters employee growth and development. As a Service Desk Engineer in Wilmslow, you'll enjoy the benefits of structured training plans, opportunities for overtime, and the chance to work with a close-knit team dedicated to delivering outstanding customer experiences. With our commitment to long-term partnerships and a focus on technology-driven success, Novem is the ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Engineer in Wilmslow
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Novem. 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 Novem 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 Engineer in Wilmslow
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 Novem:Your cover letter is your chance to shine! Tell us why you want to work at Novem 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 Novem!
How to prepare for a job interview at Novem
✨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.
