At a Glance
- Tasks: Provide 1st and 2nd line IT support to over 1,200 users.
- Company: Join a global software company with a dynamic technical services team.
- Benefits: Competitive salary, hands-on experience, and potential for permanent position.
- Other info: Opportunity for career growth and working with the latest technology.
- Why this job: Be the go-to person for tech issues and make a real difference daily.
- Qualifications: Strong customer service skills and experience in help desk support.
The predicted salary is between 40000 - 45000 £ per year.
Our client is an established global software business with a 12-person technical services team based in their Windsor office, looking after around 1,200 users spread across their international offices. This is the internal corporate IT side of the house, the people who keep the business itself running day to day, not customer-facing product support.
You will be the first port of call for IT incidents and service requests across the business, working first and second line on a standard Microsoft estate: Windows 11, Active Directory, Microsoft 365, Dell laptops and MacBooks, all logged and tracked through ServiceNow. Most users sit in the Windsor office itself, and when nothing is pressing locally you will pick up work for the other international offices. There is a lot of walk-up, desk-side work: going over to someone's desk, building laptops, running inductions for new starters.
Non-Negotiables
- Strong customer service and clear communication, in person and over the phone
- First and second line help desk or service desk experience
- Active Directory (user administration)
- Microsoft 365 (support and administration)
- Windows 11 (end-user support)
What You'll Work With
- ServiceNow (ticket logging, tracking and updates)
- Dell laptops and MacBooks (builds and support)
- New starter inductions and onboarding
- Asset reclamation and day-to-day asset management
- Backups and tape management
- Meeting room AV
Nice to Haves
- ITIL Foundation certification
- VMware (provisioning and building virtual machines)
- CompTIA A+ or equivalent entry-level certification
- Additional languages
Why Join
This is a classic, broad help desk role on a clean, fully up to date Microsoft estate. The business runs the latest stack, so you will not be propping up tired old versions of anything. You also will not be wrestling with networking, servers or storage: specialists in the team own all of that, so your focus stays squarely on end users and getting them working again.
The real draw sits beyond the contract itself. The team is rebuilding, and there is honest intent to move the right people onto permanent headcount once it frees up.
One thing to know up front: there is a short technical assessment as part of the process. It is pitched at the right level for a frontline role, and I'll brief you fully on what to expect before you sit it.
Help Desk Specialist (1st/2nd Line Support) in Windsor employer: Prism Digital
Join a dynamic global software company in Windsor as a Help Desk Specialist, where you will be part of a dedicated technical services team supporting over 1,200 users. Enjoy a collaborative work culture that prioritises employee growth, with opportunities for permanent positions and skill development in a modern IT environment. With a focus on customer service and clear communication, this role offers a rewarding experience in a supportive setting, ensuring you are equipped to thrive in your career.
StudySmarter Expert Advice🤫
We think this is how you could land Help Desk Specialist (1st/2nd Line Support) in Windsor
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Prism Digital. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Prism Digital before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Help Desk Specialist (1st/2nd Line Support) in Windsor
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Prism Digital:Your cover letter is your chance to shine! Tell us why you want to work at Prism Digital specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Prism Digital!
How to prepare for a job interview at Prism Digital
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
