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- Tasks: Monitor alerts, manage incidents, and provide top-notch client support.
- Company: Pulsant is a leading UK digital infrastructure provider with a focus on innovative solutions.
- Benefits: Enjoy hybrid work, private healthcare, free snacks, and extensive learning opportunities.
- Why this job: Join a supportive team that values career growth and a positive work-life balance.
- Qualifications: Experience in client-facing technical roles and strong communication skills are essential.
- Other info: Pulsant promotes diversity and inclusivity, welcoming all applicants.
The predicted salary is between 30000 - 42000 £ per year.
Hybrid working, with a choice of office locations (Edinburgh Park or Gateshead)
Working Hours: 24/7 shift pattern – 12 hour shifts, 4 on / 4 off
Extensive learning and development opportunities on offer
The Company:
Pulsant is a leading UK digital infrastructure provider, offering innovative edge infrastructure solutions through our PlatformEdge. With 12 strategically located data centres and a dedicated team of over 330 professionals, we support 1000+ clients services across the UK with cloud, connectivity, and compute services.
The Role:
In this role you will monitor alerts and manage incident cases, ensuring swift action and resolution. You will be the first point of contact for our clients, ensuring their services issues are addressed smoothly and efficiently. Your role is to deliver an effortless experience for our clients—owning cases, providing timely updates and ensuring our clients feel supported every step of the way by focusing on communication, problem-solving, and collaboration. You will be provided with full training in a supportive environment and an opportunity to develop your skills in incident management and service excellence.
What You’ll Do:
- Monitoring system alerts and ensuring prompt response to potential issues.
- Managing incident cases, ensuring swift resolution and clear communication with clients.
- Providing a professional, friendly, and efficient service to clients via phone and our service management system.
- Taking ownership of client queries and ensuring they are resolved with minimal effort on their part.
- Keeping clients informed at every stage, using clear, jargon-free language.
- Coordinating with internal teams and external vendors to ensure a smooth resolution process.
- Ensuring every client interaction leaves a positive impression and reinforces trust in Pulsant’s service.
- Adhering to response times and service levels to maintain high standards of support.
- Contributing to our knowledge base and continuous improvement efforts to enhance client experience.
What We’re Looking For:
- Time spent in a client-facing technical role, with experience managing client interactions via phone, email, and / or ticketing systems.
- Understanding of incident management and client service best practices.
- Knowledge of networking and servers.
- Excellent communication skills.
Why join Pulsant:
- Supportive work environment with a focus on career growth, development, work life balance and well-being.
- A friendly, family-like atmosphere where almost half of employees have been with Pulsant for 5+ years.
- Benefits include hybrid working, pension, private healthcare, cycle to work scheme, free breakfast and snacks, Udemy license and more.
To hear more about working at Pulsant check out:
linkedin.com/company/pulsant-limited/life/
Search @lifeatpulsant on LinkedIn and Instagram.
Pulsant is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all our people. If you require reasonable accommodation to participate in the job application or interview process, please reach out to us by email:
#J-18808-Ljbffr
Service Desk Engineer employer: Pulsant ltd
Contact Detail:
Pulsant ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Engineer
✨Tip Number 1
Familiarize yourself with incident management best practices. Understanding how to effectively manage incidents will not only help you in the role but also show your potential employer that you are proactive and knowledgeable.
✨Tip Number 2
Brush up on your communication skills. Since you'll be the first point of contact for clients, being able to communicate clearly and effectively is crucial. Practice explaining technical concepts in simple terms to ensure client understanding.
✨Tip Number 3
Gain some hands-on experience with networking and server management. Even if it's just through online courses or labs, having a solid understanding of these areas will make you stand out as a candidate.
✨Tip Number 4
Research Pulsant's culture and values. Understanding the company’s focus on career growth and a supportive work environment can help you tailor your approach during interviews and demonstrate that you align with their mission.
We think you need these skills to ace Service Desk Engineer
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the Service Desk Engineer position at Pulsant. Understand the key responsibilities, such as monitoring alerts and managing incident cases, to tailor your application accordingly.
Highlight Relevant Experience: In your CV and cover letter, emphasize any previous experience in client-facing technical roles. Mention specific instances where you managed client interactions effectively, showcasing your communication skills and problem-solving abilities.
Showcase Your Skills: Clearly outline your understanding of incident management and client service best practices. If you have knowledge of networking and servers, make sure to include that as well, as it is relevant to the role.
Personalize Your Application: Address your cover letter to the hiring team at Pulsant and express why you are excited about the opportunity to work with them. Mention their supportive work environment and focus on career growth, which aligns with your professional goals.
How to prepare for a job interview at Pulsant ltd
✨Showcase Your Client-Facing Experience
Make sure to highlight your previous experience in client-facing technical roles. Discuss specific instances where you successfully managed client interactions, whether through phone, email, or ticketing systems.
✨Demonstrate Communication Skills
Since excellent communication is key for this role, practice explaining complex technical concepts in simple, jargon-free language. Be prepared to give examples of how you've effectively communicated with clients in the past.
✨Understand Incident Management
Familiarize yourself with incident management best practices. Be ready to discuss how you would handle various scenarios, including monitoring alerts and managing incident cases, ensuring swift resolution and clear communication.
✨Emphasize Team Collaboration
Pulsant values collaboration, so be prepared to talk about your experience working with internal teams and external vendors. Share examples of how you've coordinated efforts to ensure smooth resolution processes in previous roles.
