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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 innovative edge solutions.
- Benefits: Enjoy hybrid work, private healthcare, free snacks, and extensive learning opportunities.
- Why this job: Join a supportive team focused on career growth and delivering exceptional client experiences.
- Qualifications: Experience in client-facing technical roles and strong communication skills required.
- Other info: Work in a friendly atmosphere where employees thrive and grow together.
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.
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Service Desk Engineer employer: Pulsant
Contact Detail:
Pulsant 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 and resolve incidents will not only help you in the interview but also demonstrate your commitment to providing excellent client service.
✨Tip Number 2
Brush up on your technical knowledge, especially regarding networking and servers. Being able to speak confidently about these topics will show that you have the necessary background for a client-facing technical role.
✨Tip Number 3
Practice your communication skills. Since you'll be the first point of contact for clients, being able to convey information clearly and in a friendly manner is crucial. Consider role-playing scenarios to enhance your ability to handle client interactions.
✨Tip Number 4
Research Pulsant's services and values. Understanding what makes Pulsant unique and how they support their clients will allow you to tailor your responses during the interview, showing that you're genuinely interested in being part of their team.
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. Highlight key responsibilities and required skills, such as incident management and client communication, to tailor your application.
Highlight Relevant Experience: In your CV and cover letter, emphasize any previous experience in client-facing technical roles. Mention specific instances where you successfully managed client interactions and resolved issues efficiently.
Showcase Communication Skills: Since excellent communication is crucial for this role, provide examples of how you've effectively communicated with clients in the past. Use clear and concise language in your application to reflect this skill.
Express Enthusiasm for Learning: Pulsant values learning and development opportunities. In your application, express your eagerness to grow within the company and mention any relevant training or certifications you have completed.
How to prepare for a job interview at Pulsant
✨Showcase Your Client-Facing Experience
Make sure to highlight your previous experience in client-facing roles. Discuss specific instances where you successfully managed client interactions, whether through phone, email, or ticketing systems, as this aligns with the expectations of the Service Desk Engineer position.
✨Demonstrate Problem-Solving Skills
Prepare examples that showcase your problem-solving abilities. Be ready to discuss how you've handled incidents in the past, focusing on your approach to resolving issues swiftly and effectively while keeping clients informed throughout the process.
✨Communicate Clearly and Effectively
Since excellent communication skills are crucial for this role, practice explaining technical concepts in simple, jargon-free language. This will help demonstrate your ability to ensure clients feel supported and understand the solutions being provided.
✨Emphasize Team Collaboration
Be prepared to talk about your experience working with internal teams and external vendors. Highlight how collaboration has played a key role in your previous roles, especially in ensuring smooth resolution processes for client issues.
