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For Companies At a Glance
- Tasks: Provide expert desktop support and improve service desk efficiency for critical operations.
- Company: Leading tech solutions provider supporting law enforcement across the UK.
- Benefits: Competitive salary, flexible remote work, and opportunities for career development.
- Other info: Work in a supportive environment with a focus on sustainability and employee well-being.
- Why this job: Join a dynamic team making a real impact in technology for essential services.
- Qualifications: Experience in desktop support and strong problem-solving skills required.
The predicted salary is between 35000 - 45000 ÂŁ per year.
Must have MSP Experience - 5 days a week on site
About Us
We provide critical technology solutions built on solid foundations. We help organisations that rely on technology for critical operations, achieve and maintain a high-performance steady state. We have delivered projects for almost every police force and law enforcement agency in the UK, providing secure resilient networks and managed IT solutions. If you’re looking to develop your career in a high performing, dynamic team, where you can truly make a difference by delivering the technology that supports critical operations across the UK, this could be your ideal role. We are firm supporters of environmental, social and corporate governance and recognise that this is key to building a sustainable, investible business. The majority of staff work remotely with occasional office days, and we have systems in place to support employees to achieve their best work no matter their location.
About the role
The primary purpose is to build, sustain and continually improve an efficient, effective and profitable service desk delivering fast, reliable, friendly, proactive and expert 24x7 customer support. This role is based in the office of one of our most important customers, based in Central London and will require scheduled (and emergency) visits to other London based customers.
Responsibilities will include:
- Working with the team to maintain a CSAT score of 8+ for all customers.
- Ensure 100% of new user requests are delivered on time and 100% of leaver requests are completed the day the user leaves.
- Acting as a technical point of escalation for service desk colleagues to help them resolve tickets the same day (preferably the same hour).
- Log tickets for the customer and ensure you are following the Incident Management process every time – “if it’s not in the ticket, it didn’t happen”.
- Maintain ticket Q so all tickets include a daily update. The standard is to avoid having tickets older than 2 weeks that do not have a full plan of action to move to resolution.
- Change Management – Ensure that you always log a change in accordance with our change management process to fix a fault or satisfy a work request.
- Help the Service Desk and wider teams quickly identify security or major incidents.
- Update the customer every 30 minutes.
- React to monitoring alerts as soon as they are raised and work with Service Desk colleagues to ensure the incident is resolved as quickly as possible and to ensure we do not receive the alert again.
- Keep Knowledge Base updated so that others can resolve the issue if the alert is repeated in the future.
- Reduce ticket numbers by resolving the problem.
- Identify, apply and manage any required routine tasks and maintenance i.e. pro-active server reboots and/or apply automation to remove manual work/process.
- Conduct weekly ticket reviews and monthly Service reviews with the customer.
- Manage and Maintain all Licensing and certificates.
- Patching
Desktop Support Engineer - Second Line (MSP) employer: Prince Talent & Resourcing Group
Contact Detail:
Prince Talent & Resourcing Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Desktop Support Engineer - Second Line (MSP)
✨Tip Number 1
Network, network, network! Get out there and connect with people in the industry. Attend tech meetups or local events where you can chat with other Desktop Support Engineers. You never know who might have a lead on a job or can give you insider info about companies hiring.
✨Tip Number 2
Show off your skills! If you’ve got a portfolio of projects or a GitHub account, make sure to share it during interviews. Demonstrating your technical prowess can really set you apart from the competition and show that you’re ready to hit the ground running.
✨Tip Number 3
Prepare for those tricky interview questions! Research common queries for Desktop Support roles and practice your responses. We want you to be able to showcase your MSP experience and problem-solving skills confidently when it’s your turn to shine.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive and take the initiative to reach out directly.
We think you need these skills to ace Desktop Support Engineer - Second Line (MSP)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Desktop Support Engineer role. Highlight your MSP experience and any relevant technical skills that match the job description. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your experience aligns with our mission. Keep it friendly and professional, just like us at StudySmarter.
Showcase Your Problem-Solving Skills: In your application, don’t forget to mention specific examples of how you've tackled challenges in previous roles. We love candidates who can demonstrate their ability to resolve issues quickly and effectively, just like we do for our customers.
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. Plus, it shows you’re keen to join our dynamic team!
How to prepare for a job interview at Prince Talent & Resourcing Group
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around desktop support and incident management processes. Be ready to discuss specific tools and technologies you've used in previous roles, as well as how you've handled challenging support tickets.
✨Showcase Your MSP Experience
Since the role requires MSP experience, be prepared to share examples of how you've contributed to service desk efficiency and customer satisfaction in a managed service environment. Highlight any metrics or achievements that demonstrate your impact.
✨Demonstrate Your Communication Skills
Effective communication is key in this role. Practice explaining complex technical issues in simple terms, as you'll need to update customers regularly. Think about how you can convey your proactive approach to keeping clients informed during incidents.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle high-pressure situations. Prepare examples from your past experiences where you successfully resolved issues quickly and efficiently, particularly in a team setting.