At a Glance
- Tasks: Provide first-line IT support and troubleshoot technical issues for diverse business clients.
- Company: Join a growing Managed Services team in a supportive, collaborative environment.
- Benefits: Competitive salary, 24 days annual leave, and opportunities for professional growth.
- Other info: Dynamic role with excellent career development opportunities.
- Why this job: Kickstart your IT career while making a real difference in customer satisfaction.
- Qualifications: 1-2 years' IT support experience and strong communication skills.
The predicted salary is between 28000 - 29000 £ per year.
Are you passionate about technology and delivering exceptional customer service? We're looking for a Level 1 Service Desk Engineer to join a growing Managed Services team, providing first-line IT support to a diverse range of business clients. This is an excellent opportunity for someone with 1-2 years' IT support experience who is looking to develop their technical skills within a supportive, collaborative environment.
Location: Maidenhead, Berkshire
Salary: £28,000-£29,000 per annum
What You'll Be Doing
As a Level 1 Service Desk Engineer, you'll be the first point of contact for technical support, ensuring users receive prompt, professional assistance while maintaining high levels of customer satisfaction. Your responsibilities will include:
- Providing first-line technical support via phone, email and remote support tools.
- Managing user accounts across Active Directory and Microsoft 365.
- Troubleshooting Windows 10/11 and Microsoft Office issues.
- Supporting networking fundamentals, including DNS, DHCP and email-related issues.
- Managing support tickets in line with Service Level Agreements (SLAs), ensuring effective prioritisation and queue management.
- Assisting with device builds, deployments and general system maintenance.
- Accurately documenting incidents, resolutions and updates within the ticketing system.
- Escalating more complex issues where required while maintaining ownership through to resolution.
About You
You'll have a genuine enthusiasm for IT, enjoy solving technical problems and thrive in a customer-focused environment.
Essential Skills & Experience
- 1-2 years' experience in an IT Support or Managed Service Provider (MSP) environment (strong candidates with transferable experience will also be considered).
- Excellent communication and customer service skills.
- Strong troubleshooting and problem-solving abilities.
- Ability to prioritise workload and manage multiple support requests.
Technical Knowledge
You'll have experience with:
- Active Directory
- Windows Server (2012 onwards)
- Windows 10/11
- Microsoft Office
- Microsoft 365 Administration
- Networking fundamentals (DNS, DHCP and email)
Experience with any of the following would be advantageous:
- Microsoft Intune
- Microsoft Entra ID
- Microsoft Teams
- SharePoint Online
- VoIP systems (particularly Gamma)
- Apple device support
- ConnectWise
- ITIL Foundation, CompTIA A+/Network+ or Microsoft certifications
What's on Offer
Competitive salary of £28,000-£29,000
24 days annual leave plus
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Engineer in Maidenhead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Proactive Appointments. 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 Proactive Appointments 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 Service Desk Engineer in Maidenhead
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 Proactive Appointments:Your cover letter is your chance to shine! Tell us why you want to work at Proactive Appointments 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 Proactive Appointments!
How to prepare for a job interview at Proactive Appointments
✨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.
