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For Companies At a Glance
- Tasks: Join our Service Desk team to support clients via tickets, calls, and emails.
- Company: Reed Technology partners with a prestigious telecom network provider in Edinburgh.
- Benefits: Enjoy a hybrid working model and a competitive salary of £24,000 per annum (pro rata).
- Other info: This is a 6-month Fixed-Term Contract with opportunities for growth.
- Why this job: Gain valuable experience in IT support while working in a dynamic and collaborative environment.
- Qualifications: Previous experience in an ITIL-based Service Desk environment is essential.
The predicted salary is between 24000 - 33600 £ per year.
Job Description
Reed Technology is proud to be partnering with a prestigious telecom network provider based in Edinburgh, currently seeking to expand their IT team with the addition of a skilled Customer Service / Service Desk Support Analyst.
This is a 6-month Fixed-Term Contract (FTC), operating on a hybrid working model (2–3 days per week in the office).
Responsibilities:
- Join an established Service Desk team to support clients by handling service requests via tickets, phone calls, and emails.
- Deliver efficient and professional first-line support, ensuring timely resolution or escalation of issues.
- Accurately log and manage incidents and service requests in accordance with standard operating procedures and defined SLAs.
- Triage and categorize incidents appropriately to ensure effective prioritization and resolution.
- Collaborate closely with internal IT teams to resolve issues related to internally hosted platforms and systems.
- Act as point of contact with external technology providers to report, track, and progress ongoing technical issues.
Requirements:
- Previous experience working in an ITIL-based Service Desk environment.
- Strong communication and interpersonal skills, with the ability to engage effectively with both technical and non-technical users.
- A customer-first mindset with a commitment to delivering outstanding service.
- Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
Benefits:
- 6-month Fixed-Term Contract
- £24,000 per annum (pro rata)
- Hybrid working model (2–3 days per week in the office).
Customer Service / Service Desk Support employer: Reed
Contact Detail:
Reed Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service / Service Desk Support
✨Tip Number 1
Familiarise yourself with ITIL principles, as this role requires experience in an ITIL-based Service Desk environment. Brush up on your knowledge of incident management and service request processes to demonstrate your understanding during interviews.
✨Tip Number 2
Practice your communication skills, especially in explaining technical issues to non-technical users. You might be asked to role-play scenarios during the interview, so being able to convey complex information simply will set you apart.
✨Tip Number 3
Showcase your customer-first mindset by preparing examples of how you've gone above and beyond for customers in previous roles. This could involve resolving a challenging issue or providing exceptional support that led to positive feedback.
✨Tip Number 4
Research the company and its services thoroughly. Understanding their products and the common issues customers face can help you tailor your responses and show genuine interest in the role during the interview process.
We think you need these skills to ace Customer Service / Service Desk Support
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the responsibilities and requirements. Tailor your application to highlight your relevant experience in a Service Desk environment and your customer service skills.
Craft a Strong CV: Ensure your CV is up-to-date and clearly outlines your previous experience in IT support roles. Emphasise your familiarity with ITIL processes and any specific tools or software you have used in past positions.
Write a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific examples of how you've successfully handled service requests or resolved issues in previous jobs, showcasing your customer-first mindset.
Proofread Your Application: Before submitting, thoroughly 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 in a customer service role.
How to prepare for a job interview at Reed
✨Showcase Your Customer Service Skills
Make sure to highlight your previous experience in customer service roles. Be prepared to share specific examples of how you've handled difficult situations or resolved customer issues effectively.
✨Understand ITIL Principles
Since the role requires experience in an ITIL-based Service Desk environment, brush up on ITIL principles. Be ready to discuss how you have applied these principles in past roles and how they can benefit the team.
✨Demonstrate Strong Communication Skills
Effective communication is key in this role. Practice articulating your thoughts clearly and concisely. You might be asked to explain technical concepts to non-technical users, so be prepared for that.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about common service desk challenges and how you would approach them, focusing on prioritisation and collaboration with teams.