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For Companies At a Glance
- Tasks: Provide top-notch support to 500 users across the UK, solving tech issues daily.
- Company: Join a dynamic team in London focused on delivering exceptional IT support.
- Benefits: Enjoy competitive pay, remote work options, and paid overtime for extra hours.
- Why this job: Be part of a supportive culture where your problem-solving skills make a real impact.
- Qualifications: Experience with PCs, Macs, and first-line support is essential; strong communication skills required.
- Other info: You'll be on an on-call rota one weekend a month, with additional pay for your time.
The predicted salary is between 20000 - 22000 £ per year.
Our client has a great opportunity for an experienced First Line Support Analyst / Helpdesk Engineer to join a small team in London. In the role, you will be supporting 500 users over 4 different locations throughout the UK. Being the front line support means that you will be responsible for delivering a first-class service.
As a First Line Support Analyst / Helpdesk Engineer, you will be responsible for providing phone, remote, and desktop support to internal users with in-house developed software. Technologies will include PC and Mac hardware, Windows Operating Systems, Active Directory, Exchange, Outlook, basic networking, and Microsoft Office.
Responsibilities:
- Investigating, reproducing, and resolving issues
- Liaising with 2nd and 3rd line support staff
- Assisting Software Developers
- Creating new knowledge base articles for reuse throughout the Support Department
- On Call Rota 1 weekend a month (additional pay provided and worked from home)
- Occasional out of hours work (paid overtime)
Key Skills/Experience Needed:
- Good experience supporting PCs, Laptops, and Macs – this is essential
- Solid first line support experience over the phone, remotely, as well as at the desk side
- Building/maintaining PC, laptop, and Mac hardware
- Active Directory
- Windows OS
- Microsoft Office
- TCP/IP networking
- Previous desktop support experience or service desk experience
- Excellent understanding of Client Server technology, PC hardware, printers, scanners
- Proven troubleshooting skills in Windows, Mac, and Citrix environments using Active Directory
- Knowledge of TCP/IP Networking, DHCP, and DNS
- Good team-working skills
- Ability to think on your feet to find appropriate solutions
- Ability to maintain composure in a fast-paced and pressured environment
- Excellent communication skills (verbal and written)
1st Line Helpdesk Support Agent employer: Recruitment Avenue
Contact Detail:
Recruitment Avenue Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line Helpdesk Support Agent
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Active Directory and Microsoft Office. Having hands-on experience or even a basic understanding of these tools will help you stand out during the interview.
✨Tip Number 2
Practice your troubleshooting skills by setting up scenarios where you can resolve common issues on both Windows and Mac systems. Being able to demonstrate your problem-solving abilities will be crucial in impressing the hiring team.
✨Tip Number 3
Prepare to discuss your previous experiences in first line support. Think of specific examples where you successfully resolved user issues, as this will showcase your ability to deliver excellent customer service under pressure.
✨Tip Number 4
Since communication is key in this role, practice articulating your thoughts clearly and concisely. You might even want to conduct mock interviews with friends to refine your verbal communication skills before the real thing.
We think you need these skills to ace 1st Line Helpdesk Support Agent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in first line support, particularly with PCs, Macs, and the technologies mentioned in the job description. Use specific examples to demonstrate your troubleshooting skills and ability to work under pressure.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention your experience with Active Directory, Windows OS, and any other relevant technologies. Show how your skills align with the responsibilities of the position.
Highlight Communication Skills: Since excellent communication is key for this role, ensure you provide examples of how you've effectively communicated with users in previous positions. This could include resolving issues over the phone or creating knowledge base articles.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a Helpdesk Support Agent.
How to prepare for a job interview at Recruitment Avenue
✨Showcase Your Technical Skills
Make sure to highlight your experience with PC and Mac hardware, Windows Operating Systems, and Active Directory. Be prepared to discuss specific troubleshooting scenarios you've encountered in the past and how you resolved them.
✨Demonstrate Excellent Communication
As a first line support agent, communication is key. Practice explaining technical issues in simple terms, as you'll need to assist users who may not be tech-savvy. Think of examples where you've successfully communicated complex information.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Prepare for scenarios where you might need to troubleshoot an issue on the spot. Think about how you would approach common problems and articulate your thought process clearly.
✨Emphasise Teamwork and Adaptability
This role requires working closely with other support staff and developers. Share experiences that demonstrate your ability to work in a team and adapt to changing situations, especially in a fast-paced environment.
