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- Tasks: Provide top-notch technical support and resolve customer queries with a smile.
- Company: Join a dynamic team dedicated to delivering exceptional service in tech.
- Benefits: Competitive pay, flexible hours, and opportunities for growth in your tech career.
- Why this job: Be the hero who solves problems and makes a difference for customers every day.
- Qualifications: Experience in IT support and a passion for helping others.
- Other info: Work in a vibrant environment with a focus on teamwork and innovation.
The predicted salary is between 25000 - 32000 £ per year.
We are looking for a motivated and skilled L1 Technical Service Desk Engineer to join our team. In this role, you will be responsible for providing onsite service and support to our customers. As part of the Technical Service Desk, you will act as the first point of contact for all technical queries and issues, providing Level 1 Support. You will investigate, diagnose, and resolve alerts and incidents, and manage a variety of cases from members of the public, Reliant Parties (onboarded services from other Government departments), and suppliers ensuring a high‑quality service that aligns with our business goals.
Responsibilities
- Update support call documentation within the Service Desk management system, ensuring accurate incident details and history.
- Work within agreed Service Desk procedures at all times.
- Resolve user requests in accordance with service level agreements.
- Own issues until they are mitigated, resolved, or transferred to a new owner.
- Stay informed about new products and services used in customer deployments.
- Produce relevant training documentation.
- Achieve KPIs to ensure service quality and support service management.
- Demonstrate knowledge of specific technologies and develop technical expertise across supported services.
- Resolve user requests, providing clear and concise updates.
- Maintain confidentiality per data protection policies and procedures.
- Collaborate with the Contact Centre and L2 colleagues to enhance shift‑left strategies and create self‑service materials to reduce incident volumes.
- Focus on customer satisfaction by demonstrating empathy and going the extra mile.
- Undertake other duties as required by the manager.
Qualifications
- ITIL V4 Certification desirable; ITIL V4 training preferred.
- Proven experience in an IT/Application Support helpdesk, providing direct user support.
- Advocate of ITIL best practice processes.
- Experience in a customer‑facing environment.
- Experience in fault finding and improving first‑time fix ratios.
Location: Leeds, UK
L1 Technical Service Desk Engineer in Leeds employer: Qualient Technology Solutions UK Limited
Contact Detail:
Qualient Technology Solutions UK Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land L1 Technical Service Desk Engineer in Leeds
✨Tip Number 1
Get to know the company and its culture before your interview. Research their values, recent projects, and any news related to them. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice common interview questions related to technical support roles. Think about how you would handle specific scenarios, like resolving a user issue or managing a difficult customer. We can help you with mock interviews to boost your confidence!
✨Tip Number 3
Showcase your problem-solving skills during the interview. Use examples from your past experiences where you successfully diagnosed and resolved issues. This will demonstrate your ability to think on your feet and provide excellent service.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can go a long way in leaving a positive impression. Plus, it shows your enthusiasm for the role. And remember, apply through our website for the best chance at landing that job!
We think you need these skills to ace L1 Technical Service Desk Engineer in Leeds
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the L1 Technical Service Desk Engineer role. Highlight your experience in IT/Application Support and any relevant ITIL certifications. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about providing top-notch customer support and how you can contribute to our team. Keep it concise but engaging – we love a good story!
Show Off Your Technical Skills: In your application, don’t forget to mention specific technologies you’re familiar with. We’re keen on seeing your technical expertise, especially if it relates to the services we provide. Be clear and confident about your abilities!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re serious about joining our awesome team at StudySmarter!
How to prepare for a job interview at Qualient Technology Solutions UK Limited
✨Know Your Tech
Brush up on the specific technologies mentioned in the job description. Familiarise yourself with common issues and solutions related to Level 1 support. This will not only help you answer technical questions but also show your enthusiasm for the role.
✨Showcase Your Customer Service Skills
Since this role involves direct user support, be ready to share examples of how you've handled customer queries in the past. Highlight instances where you went the extra mile to ensure customer satisfaction, as this aligns perfectly with the company's focus on empathy.
✨Understand ITIL Principles
If you have ITIL V4 Certification or training, make sure to mention it! Even if you don’t, understanding the basics of ITIL best practices can set you apart. Be prepared to discuss how you’ve applied these principles in previous roles to improve service quality.
✨Prepare Questions
Interviews are a two-way street, so think of insightful questions to ask about the team dynamics, the tools they use, and how they measure success. This shows your genuine interest in the role and helps you assess if it's the right fit for you.