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- Tasks: Provide 2nd line tech support to colleagues via phone, email, or in person.
- Company: Join a leading luxury fashion brand with a focus on innovation and service.
- Benefits: Competitive salary, flexible hours, and opportunities for professional growth.
- Why this job: Be part of a dynamic team enhancing tech support in a stylish environment.
- Qualifications: Experience in IT support, strong communication skills, and a passion for problem-solving.
- Other info: Opportunity to work with senior executives and make a real impact.
The predicted salary is between 36000 - 60000 £ 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.
Senior Service Desk Specialist employer: Peregrine
Contact Detail:
Peregrine Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Service Desk Specialist
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know someone who knows someone, and a personal recommendation can really give you the edge.
✨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.
✨Tip Number 3
Showcase your skills in real-time! If you get the chance, demonstrate your technical abilities during the interview. We love seeing candidates who can think on their feet and solve problems right then and there.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can keep you fresh in the interviewer’s mind. We recommend mentioning something specific from your conversation to make it personal.
We think you need these skills to ace Senior Service Desk Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Senior Service Desk Specialist role. Highlight your technical support experience and any relevant IT certifications to catch our eye!
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're the perfect fit for this position. Share specific examples of how you've provided exceptional customer service and resolved technical issues in the past.
Show Off Your Communication Skills: Since communication is key in this role, ensure your application is clear and concise. Use straightforward language and avoid jargon to demonstrate your ability to 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’re considered for the role without any hiccups!
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 other relevant tools mentioned in the job description. Be ready to discuss how you've used these technologies in past roles, as this will show your technical prowess and ability to hit the ground running.
✨Showcase Your Customer Service Skills
Since the role involves 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 clearly to non-technical staff.
✨Demonstrate Your Organisational Skills
The job requires effective workload management and prioritisation. Think of specific instances where you've successfully managed multiple tasks or projects simultaneously. This will illustrate your ability to stay organised and meet SLA targets.
✨Dress to Impress
Given the emphasis on smart business attire, make sure you dress appropriately for the interview. First impressions matter, especially when interacting with senior executives. A polished appearance can set a positive tone for the conversation.