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- Tasks: Provide 2nd line tech support to colleagues via phone, email, or in person.
- Company: Join a dynamic team in the luxury fashion industry.
- Benefits: Competitive salary, professional development, and a vibrant work culture.
- Why this job: Make a real difference by solving tech issues and enhancing user experience.
- Qualifications: Experience with Microsoft tools and a passion for customer service.
- Other info: Opportunity to work with senior executives and grow your IT skills.
The predicted salary is between 28800 - 43200 £ per year.
To provide 2nd line technical support to internal employees, assisting them with problems via phone, email or onsite visits with professionalism and efficiency, maintaining a high degree of customer service.
Duties and responsibilities:
- Provide exceptional Customer service support to the business either face to face or verbally escalating to the Service Desk Manager where necessary.
- Work towards achieving SLA targets for the service disciplines (incident and request).
- Prioritising and managing workload effectively, utilising ServiceNow, which may include mini projects simultaneously.
- Take ownership of assigned incidents/requests, resolving, or fulfilling to the end Customer.
- Ticket management, providing clear and regular updates on progress of assigned tickets through to closure.
- Provide solution(s)/work around(s) to incidents and problems.
- Ensure operational procedures are adhered to and, where appropriate offer recommendations for possible improvements/enhancements.
- Knowledge management – Creation of simple knowledge articles and imparting knowledge to colleagues.
- Carry out systems & performance monitoring.
- Carry out trend analysis and problem management.
- Establishing and maintaining excellent working relationships with the business and 3rd parties.
- Installing authorised software to laptops and mobile devices.
- Ensuring all logs for equipment (asset management) and users are maintained.
- Review of patching and anti-virus.
- Work with a variety of business and technical teams to enhance service.
- Supporting users on both hardware and Software applications.
- Laptop and mobile device build and deployments.
- Answer 1st line calls when required.
Technical Skills:
- Good knowledge of Microsoft Active Directory, O365, InTune and Azure.
- AV / teleconferencing experience (Teams/Zoom/Cisco/Immersive).
- A basic understanding of networking.
- Printing/Scanning: Multifunction / MFA / MFP / Zebra.
- Imaging/configuring laptops and iDevices (iPhone/iPad/MacBook’s).
- Remote Access tools such as Bomgar and Remote Desktop.
- Good understanding of PC hardware and software set-up and configuration.
- Any relevant IT certification would be beneficial.
- Provide training/mentoring to other members of the team, hands on and presentation based.
Other Skills:
- ITIL v3 Foundation level is a minimum requirement.
- Experience interacting with Senior Execs/Board level up to and potentially including the CEO.
- Smart business attire – Attention to appearance.
- Experience of working in the luxury fashion industry would be beneficial.
- Conflict management skills.
- Communication skills (written and verbal) – Must be able to clearly and concisely articulate information to all levels in a ‘layman’s’ language.
- Attention to detail is a necessity.
- Organised and structured working methodology.
- Preparing documents, meeting materials and correspondence.
- Performing basic administrative support duties, as required, to meet specific operational objectives.
- Performing miscellaneous job-related duties as assigned by IT management.
- Being adaptable to working extra hours to meet deadlines, as required on rare occasions.
- Providing assistance and support to colleagues in IT-related matters.
- Enthusiastic individual who is up for a challenge.
Mid-level Service Desk Specialist employer: Peregrine
Contact Detail:
Peregrine Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Mid-level Service Desk Specialist
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to the role. We suggest doing mock interviews with friends or using online resources to boost your confidence and polish your responses.
✨Tip Number 3
Showcase your skills! Bring along examples of your previous work or projects that highlight your technical abilities and customer service experience. We want to see how you’ve tackled challenges in the past!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Mid-level Service Desk Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Mid-level Service Desk Specialist role. Highlight your technical support experience, especially with tools like ServiceNow and Microsoft Active Directory, to show us you’re the right fit.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you’re passionate about providing exceptional customer service and how your background in IT aligns with our needs. Keep it professional but let your personality come through!
Showcase Your Communication Skills: Since this role involves interacting with various stakeholders, make sure your written application demonstrates your ability to communicate clearly and concisely. Use straightforward language and avoid jargon to show us you can articulate information effectively.
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 don’t miss out on any important updates. Plus, it shows us you’re keen to join the StudySmarter team!
How to prepare for a job interview at Peregrine
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft Active Directory, O365, and Azure. Be ready to discuss how you've used these tools in past roles, as well as any troubleshooting experiences you've had. This will show that you're not just familiar with the tech but can also apply it effectively.
✨Showcase Your Customer Service Skills
Since this role is all about providing exceptional customer service, prepare examples of how you've handled difficult situations or resolved issues for users in the past. Highlight your communication skills and ability to articulate technical information in a way that's easy to understand.
✨Demonstrate Your Organisational Skills
Be ready to talk about how you prioritise and manage your workload, especially when juggling multiple tasks. Discuss any tools or methods you use to stay organised, like ticket management systems or project management techniques, to show that you can handle the demands of the role.
✨Dress to Impress
First impressions matter! Make sure you dress smartly for the interview, reflecting the professional standards expected in the luxury fashion industry. This shows that you take the opportunity seriously and understand the importance of appearance in a client-facing role.