At a Glance
- Tasks: Deliver top-notch IT support and enhance incident resolution for internal teams.
- Company: Join a dynamic team focused on improving IT customer experiences.
- Benefits: Gain valuable experience, flexible hours, and opportunities for professional growth.
- Other info: Exciting environment with chances to learn and advance your career.
- Why this job: Be the go-to person for IT issues and make a real difference in user satisfaction.
- Qualifications: Basic IT knowledge and a passion for helping others are essential.
The predicted salary is between 25000 - 32000 £ per year.
You'll be providing an excellent IT customer experience to the required standards, working closely with the Incident Management Request Fulfilment team to improve the quality of information to be used by 3rd party support teams to improve the incident resolution times.
Contribute to team success by demonstrating values, sharing knowledge and best practice. Being the first-time contact for IT issues, also providing support to management.
Receiving, logging, and managing calls from internal employees via telephone, email, self-service, and Digital Drop-in Clinics. Continually improving the incident resolution times and identifying opportunities to increase first time fix rate.
1st and 2nd line support - troubleshooting of IT related incidents from in-house software, O365 suite to hardware issues such as mobile phones, laptops, PCs, printers etc. Take ownership of user incidents and follow up the status of incidents on behalf of the user and communicate progress in a timely manner.
Within the Digital Drop-in Clinic, providing hands-on support, swapping out of IT equipment. This can grow to office and equipment moves, taking ownership of user incidents, and following up on the status of incidents on behalf of the user, and communicating progress in a timely manner.
Update the Service Now ticketing system, ensuring the call has been logged and all notes, progress and required actions have been input promptly and accurately.
Qualification and Experience required:
- Professional qualifications desirable (ITIL)
- ServiceNow knowledge a bonus but not essential
- Knowledge of Security processes
- Knowledge of the following key technologies:
- Windows 10
- Windows 11
- Office365
- SSCM
- Intune
- Azure/Active Directory
- MFA
- SPR
- PowerBI
- LAPS
- Bitlocker
Service Desk Agent in Reading employer: PRACYVA
As a Service Desk Agent, you'll thrive in a dynamic work environment that prioritises employee development and collaboration. Our commitment to fostering a supportive culture ensures you have access to ongoing training and growth opportunities, while our focus on delivering exceptional IT support allows you to make a meaningful impact on the user experience. Located in a vibrant area, we offer a unique blend of professional challenges and a friendly atmosphere, making us an excellent employer for those seeking rewarding careers in IT.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Agent in Reading
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of digging into the company's values and mission. This way, you can tailor your responses to show how you fit right in with their vibe.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a mate or in front of the mirror. Focus on how your skills in IT support and customer service can shine through in your answers.
✨Tip Number 3
Show off your problem-solving skills! During the interview, share specific examples of how you've tackled IT issues in the past. Highlight your experience with tools like ServiceNow and your troubleshooting prowess.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great chance to reiterate why you’re the perfect fit!
We think you need these skills to ace Service Desk Agent in Reading
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Service Desk Agent role. Highlight any relevant IT support experience, especially with tools like O365 or ServiceNow, to show us you’re the right fit!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about providing excellent IT customer service and how you can contribute to our team’s success. Keep it friendly and professional!
Show Off Your Problem-Solving Skills:In your application, give examples of how you've tackled IT issues in the past. We love seeing candidates who take ownership of incidents and can demonstrate their troubleshooting skills 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 from our team!
How to prepare for a job interview at PRACYVA
✨Know Your Tech
Make sure you brush up on your knowledge of the key technologies mentioned in the job description, like Windows 10, Office 365, and ServiceNow. Being able to discuss these confidently will show that you're ready to hit the ground running.
✨Showcase Your Customer Service Skills
As a Service Desk Agent, you'll be the first point of contact for IT issues. Prepare examples of how you've provided excellent customer service in the past, especially in stressful situations. This will demonstrate your ability to handle calls and emails effectively.
✨Practice Incident Management Scenarios
Think about common IT incidents and how you would troubleshoot them. Practising these scenarios can help you articulate your thought process during the interview, showing that you can take ownership of user incidents and follow through on resolutions.
✨Be Ready to Discuss Teamwork
This role involves working closely with the Incident Management Request Fulfilment team. Be prepared to talk about your experiences in a team setting, how you share knowledge, and how you contribute to team success. Highlighting your collaborative spirit will resonate well with the interviewers.
