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For Companies At a Glance
- Tasks: Provide top-notch support to internal employees via voice and chat channels.
- Company: Join a leading player in the investment banking industry.
- Benefits: Enjoy a competitive salary and hybrid work options.
- Why this job: Gain valuable IT experience while building relationships globally in a dynamic team.
- Qualifications: Strong customer care skills and multitasking ability are essential; tech experience is a plus.
- Other info: Background checks will be conducted for all hires.
The predicted salary is between 28800 - 43200 £ per year.
Service Desk Engineer
Duration: 12 Months (Possibility for extension)
Location: Chester/Hybrid (4 days per week on site)
Rate: A highly competitive salary is available for suitable candidates
Role Profile
Our client, a prominent player in the investment banking industry, is seeking a dedicated and customer-oriented Service Desk Engineer to join their team. As a Service Desk Engineer, you will play a crucial role in providing first-line support to internal employees via voice and chat channels as part of their 24/7 Global Service Desk.
Key Responsibilities:
- Delivering best-in-class client care by partnering with regional and international partners.
- Effectively managing multiple live chats simultaneously with internal customers, ensuring core metrics for operations and quality are met.
- Basic troubleshooting of Microsoft applications and proprietary systems via phone/chat.
- Providing technology support for up to 2 clients simultaneously through chat channels.
- Documenting tickets clearly for 2nd line teams to fix when first-line resolution is not attainable.
- Collaborating with peers and subject matter experts to continuously expand your skills and knowledge within IT.
- Building strong relationships with global partners and working well as part of a team.
Skills & Qualifications:
- Excellent customer care skills with a strong desire to expand your skills and knowledge within IT.
- Exceptional communication and written skills.
- Strong attention to detail and organisational skills, with the ability to prioritise workload.
- Ability to multitask and maintain focus on all areas of responsibility concurrently.
- Experience in a technology call centre and/or customer service role.
- Ability to utilise multiple resources to determine causes and resolutions of problems and incidents.
- Experience with Windows 10/11, MS Office suite, Office 365, SharePoint, Skype, Citrix, VPN, and Cisco AnyConnect is a plus.
- ITSM Remedy experience is not essential but desirable.
Candidates will need to show evidence of the above in their CV in order to be considered.
If you feel you have the skills and experience and want to hear more about this role ‘apply now’ to declare your interest in this opportunity with our client. Your application will be observed by our dedicated team.
We will respond to all successful applicants ASAP however, please be advised that we will always look to contact you further from this time should we need further applicants or if other opportunities arise relevant to your skillset.
Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone’s chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.
As part of our standard hiring process to manage risk, please note background screening checks will be conducted on all hires before commencing employment.
Pontoon Solutions | Service Desk Engineer employer: Pontoon Solutions
Contact Detail:
Pontoon Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Pontoon Solutions | Service Desk Engineer
✨Tip Number 1
Familiarize yourself with the tools and technologies mentioned in the job description, such as Windows 10/11, MS Office suite, and Citrix. Having hands-on experience or knowledge about these systems will give you an edge during the interview.
✨Tip Number 2
Practice your multitasking skills by simulating a busy service desk environment. Try managing multiple chat conversations at once to improve your ability to prioritize and respond effectively under pressure.
✨Tip Number 3
Highlight any previous experience in customer service or technology call centers during your discussions. Be ready to share specific examples of how you provided excellent client care and resolved issues efficiently.
✨Tip Number 4
Demonstrate your communication skills by being clear and concise in your interactions. Whether it's during a phone call or a chat, showing that you can articulate your thoughts well will be crucial for this role.
We think you need these skills to ace Pontoon Solutions | Service Desk Engineer
Some tips for your application 🫡
Highlight Relevant Experience: Make sure to emphasize your experience in technology call centers or customer service roles. Clearly outline your skills in troubleshooting Microsoft applications and any relevant technologies mentioned in the job description.
Showcase Communication Skills: Since exceptional communication is key for this role, provide examples in your CV or cover letter that demonstrate your strong written and verbal communication skills. Consider including specific instances where you successfully managed multiple live chats or provided excellent client care.
Detail Your Technical Proficiency: List your familiarity with Windows 10/11, MS Office suite, Office 365, SharePoint, and other relevant technologies. If you have experience with ITSM Remedy, be sure to mention it, even if it's not essential.
Tailor Your Application: Customize your CV and cover letter to align with the job description. Use keywords from the posting to ensure your application stands out and clearly shows how you meet the qualifications and responsibilities outlined by the company.
How to prepare for a job interview at Pontoon Solutions
✨Showcase Your Customer Care Skills
Since the role emphasizes excellent customer care, be prepared to share specific examples of how you've successfully handled customer interactions in the past. Highlight your ability to remain calm under pressure and resolve issues effectively.
✨Demonstrate Multitasking Abilities
The job requires managing multiple live chats simultaneously. During the interview, discuss your experience with multitasking and provide examples of how you prioritize tasks while maintaining quality service.
✨Familiarize Yourself with Relevant Technologies
Make sure you have a good understanding of the technologies mentioned in the job description, such as Windows 10/11, MS Office suite, and VPNs. Be ready to discuss your experience with these tools and how they relate to the role.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your troubleshooting skills and ability to document issues clearly. Practice articulating your thought process when resolving technical problems, as this will demonstrate your analytical skills.
