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For Companies At a Glance
- Tasks: Solve IT problems, support users, and keep tech running smoothly.
- Company: Join a dynamic team at UKTL, focused on service delivery.
- Benefits: Flexible working options, great work-life balance, and professional growth.
- Why this job: Make a real difference by helping people with their tech challenges.
- Qualifications: Experience in IT support and a passion for customer service.
- Other info: Opportunity to work in a collaborative environment with career advancement.
The predicted salary is between 30000 - 42000 £ per year.
Are you someone who loves solving problems, helping people, and keeping technology running smoothly? In this role, you’ll be a key member of the UKTL Service Delivery Team, acting as one of our technical escalation points. You’ll be hands on with hardware, software, troubleshooting, incident management and customer support—keeping our users productive and our IT services running efficiently.
What you’ll be doing:
- Service Desk & Ticket Management: Raising, managing and resolving incidents and service requests in Jira Service Management. Ensuring accurate updates, good ticket hygiene, and adherence to ITIL and Information Security processes. Monitoring Jira queues, prioritising tasks based on SLAs and escalation procedures. Communicating clearly with internal and external users throughout the ticket lifecycle.
- Technical Support: Providing 1st and 2nd line support for hardware, software, and network issues. Installing, configuring, upgrading and maintaining user devices while ensuring records and logs are kept updated. Researching and diagnosing technical issues, escalating to 3rd line or the Service Desk Manager where needed. Maintaining accurate asset information and updating the CMDB.
- Knowledge, Training & Documentation: Documenting troubleshooting steps, resolutions, and contribute to a growing knowledge base. Creating user guides, FAQs and delivering training sessions to support new technology adoption. Sharing knowledge with colleagues.
- Customer Service: Providing high-quality customer service and building positive relationships with users. Supporting Audio Visual and meeting room technology for internal and external events.
Successful Applicants must be able to commute to the UKTL offices in Birmingham at least three times a week. We strive to offer a great work life balance - if you are looking for full time, part time or flexible options, we will try to make this work where business possible. This will be dependent on the kind of role you do and part of the business you work in.
Service Desk Technician (1st / 2nd Line Support) employer: NPL
Contact Detail:
NPL Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Technician (1st / 2nd Line Support)
✨Tip Number 1
Get to know the company! Research UKTL and understand their values, culture, and the specific tech they use. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your troubleshooting skills! Since you'll be providing 1st and 2nd line support, brush up on common hardware and software issues. Being able to demonstrate your problem-solving abilities during interviews can really set you apart.
✨Tip Number 3
Show off your customer service skills! Prepare examples of how you've helped users in the past. Highlighting your ability to communicate clearly and build positive relationships will resonate well with the hiring team.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're proactive and keen to join the UKTL Service Delivery Team.
We think you need these skills to ace Service Desk Technician (1st / 2nd Line Support)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience with hardware, software, and customer support. We want to see how you've solved problems in the past, so don’t hold back on those examples!
Show Off Your Communication Skills: Since you'll be communicating with users throughout the ticket lifecycle, it’s important to showcase your clear communication style. Use straightforward language and keep it professional but friendly.
Demonstrate Your Technical Know-How: In your application, mention any specific tools or systems you’ve worked with, like Jira Service Management. We love seeing candidates who are familiar with ITIL processes and can hit the ground running!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at NPL
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge related to hardware, software, and network issues. Be prepared to discuss specific troubleshooting steps you've taken in the past and how you resolved incidents. This will show that you're not just familiar with the tools but can also apply them effectively.
✨Familiarise Yourself with Jira
Since you'll be using Jira Service Management for ticket management, it’s a good idea to get comfortable with it before the interview. Understand how to raise, manage, and resolve tickets, and be ready to explain how you would prioritise tasks based on SLAs. This will demonstrate your readiness to hit the ground running.
✨Showcase Your Customer Service Skills
This role is all about helping people, so be prepared to share examples of how you've provided excellent customer service in the past. Think of specific situations where you built positive relationships with users or handled difficult interactions. This will highlight your ability to communicate clearly and effectively.
✨Prepare Questions About the Role
Interviews are a two-way street, so come armed with questions about the team, the technology you'll be working with, and the company culture. This shows your genuine interest in the position and helps you assess if it's the right fit for you. Plus, it gives you a chance to engage with your interviewers!
