At a Glance
- Tasks: Provide first line support via voice and chat for internal employees.
- Company: Join a high-profile banking client with a focus on inclusivity.
- Benefits: Hybrid working, in-house training, and a supportive team environment.
- Other info: Fast-paced role with opportunities for growth and development.
- Why this job: Kickstart your career in tech while helping others solve their issues.
- Qualifications: Customer service skills and basic troubleshooting experience required.
The predicted salary is between 25000 - 35000 £ per year.
12 Month Contract (Initial) Chester Hybrid Working
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.
We are happy to be recruiting for one of our high-profile Banking clients. They are currently looking for Service Desk Engineers to join their team for an initial 12-month contract. However, there may be scope for extension.
Role Overview:
Providing first line support for the internal employee's resources via voice and chat channels as part of the 24*7 Global Service Desk. Partnering with regional and international partners to deliver best in class client care.
Requirements for the Role:
- The role involves basic troubleshooting of Microsoft applications and proprietary systems via phone/chat.
- The successful candidate will have attention to detail and be able to document tickets clearly for the 2nd line teams to fix - for when First Line resolution cannot be attained.
- Excellent communications and written skills are a necessity.
- In-house technical training will be provided backed up with real time support from peers and subject matter experts.
- Working in a fast-paced environment you will be required to effectively manage multiple live chats simultaneously with internal customers whilst achieving core metrics for operations and quality.
Skills & Experience:
- Excellent Client Care / Customer Service skills.
- Work well as a team and build relationships with global partners.
- Excellent organisational skills, with the ability to prioritise workload.
- Ability to multitask and maintain focus on all areas of responsibility concurrently.
- Ability to consistently meet or exceed performance targets and goals correlated with customer service and call/chat handling.
- Able to work in a fast-paced environment.
- Technology Call Center and/or Customer Service experience.
- Ability to utilise multiple resources to determine causes and resolutions of problems and incidents.
- Experience of ticketing systems.
Knowledge:
- Hardware Support - Windows 10/11, Software - MS Office suite, Office 365, SharePoint, Skype, Teams, ServiceNow, Copilot.
Location:
This is a hybrid working role with a requirement to work from the client's Chester office 5 days a week whilst training commences (approx. 2-3 months) before going hybrid, 4 days in office.
Working hours:
Working hours are 09:00 to 18:00 Monday - Friday with some flex where required.
If you feel that this is a role that would suit you then please apply today. If you do not hear from us within 48 hours of your application, please assume that you have been unsuccessful on this occasion.
We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.
Pontoon Solutions are an equal opportunities company.
Locations
Service Desk Engineer in Cheshire, Chester employer: Pontoon
Pontoon Solutions is an exceptional employer that values diversity and inclusivity, creating a supportive environment for all employees. With a strong focus on employee growth, the company offers in-house technical training and real-time support from peers, ensuring that Service Desk Engineers can thrive in their roles. The hybrid working model, combined with a vibrant office culture in Chester, allows for a balanced work-life experience while engaging with a high-profile banking client.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Engineer in Cheshire, Chester
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Pontoon.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Pontoon. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Service Desk Engineer in Cheshire, Chester
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Pontoon.
How to prepare for a job interview at Pontoon
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Pontoon's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Pontoon offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
