At a Glance
- Tasks: Be the go-to person for all electronic security service issues and provide top-notch support.
- Company: Join Reliance High-Tech, the UK's largest independent security solutions integrator.
- Benefits: Enjoy competitive pay, personal development opportunities, and a dynamic work environment.
- Other info: Great career growth potential in a supportive team atmosphere.
- Why this job: Make a real difference in the security industry while growing your skills.
- Qualifications: Experience in Service Desk roles and a passion for customer service.
The predicted salary is between 30000 - 40000 £ per year.
Do you want to join a team of outstanding and dedicated individuals within one of the most dynamic and forward‑thinking companies in the security and lone worker industry?
If your skills, ambition, and ethos match our values below – call us.
A 1st Line Service Desk Analyst acts as the Single Point of Contact (SPOC) for all Incidents, Service Requests, and Events relating to electronic security systems. Operating within a Service Desk framework, the role ensures issues are logged, prioritised, resolved, or escalated in line with agreed Service Level Agreements (SLAs).
About Us
Reliance High-Tech is the UK’s largest independent integrator of security solutions. It is trusted by leading brands and organisations to protect their people, assets and reputations through innovative technology and specialist expertise. Unique in the industry, Reliance High-Tech combines the capability and footprint of a large organisation, with the agility and customer focus of an independent business. The team at Reliance High-Tech draw on their considerable IT expertise and sector experience to serve organisations across a wide range of industry sectors that require advanced, bespoke security solutions and the highest‑level security clearances.
- Act as the Single Point of Contact (SPOC) for electronic security service issues
- Log, categorise, and prioritise Incidents, Service Requests, and Events
- Provide first‑line Incident diagnosis and resolution
- Escalate unresolved Incidents in line with Service Desk escalation procedures
- Support CCTV, access control, intruder alarm, and intercom systems
- Ensure SLA compliance and accurate ticket updates
- Adhere to security, compliance, and confidentiality requirements
- Provide remote support for on‑site engineers
- Contribute to Knowledge Management and Continual Service Improvement
- Participate in team meetings and actively contribute towards the business’ activities
- Strive to maximise personal development and performance and take active part in performance reviews and personal development plans
- Maintain up to date technical knowledge through internal and external training provision.
- Operate according to the requirements of business‑specific applications and processes and the broad application environments (e.g. order submission, stock control, timesheet submission, job closing, etc.)
Experience in a Service Desk or Helpdesk environment
- Working knowledge of ITIL Incident Management and Request Fulfilment
- Excellent communication and customer service skills
- Basic technical knowledge of electronic security systems
- Understanding of Windows operating systems
- Technical knowledge of TCP/IP and remote connection tools
- Strong attention to detail and process adherence
- Ability to prioritise workload and work to SLAs
- Professional, reliable, and security‑conscious
Your Profile
- Permit to Work
- Ability to complete full personal security screening
- Ability to complete SC level clearance
- Working as part of a team
- Good written and spoken English
- Commercially aware
Competencies for Success
- SLA compliance for response and resolution
- Accuracy of incident logging and categorisation
- Call quality and procedure adherence
- Escalation timeliness for priority incidents
- Inquisitive – Have a desire to learn/research, and develop personally and professionally
Contact Us
To express an interest in this role please send your CV and a covering letter to careers@reliancehightech.co.uk. This must include your home location. All job candidates will be screened to BS7858 standards to meet Reliance High‑Tech’s / Reliance Protects vetting standards.
Thank you for your interest in joining our team. If you have not heard from us within two weeks of submitting your application, unfortunately, it means your application has not been successful at this time. We will, however, keep your details on file, and if your skills and experience align with future opportunities, we may contact you directly.
Service Desk Engineer in Bracknell employer: Reliance High-Tech Limited
At Reliance High-Tech, we pride ourselves on being a dynamic and forward-thinking employer in the security industry, offering our Service Desk Engineers a collaborative work culture that values innovation and personal development. Our Bracknell office provides a supportive environment where employees can thrive through continuous training and growth opportunities, all while contributing to meaningful projects that protect people and assets across various sectors. Join us to be part of a team that combines the resources of a large organisation with the agility of an independent business, ensuring a rewarding career path in a vital industry.
Contact Details:
Reliance High-Tech Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Engineer in Bracknell
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Reliance High-Tech Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Reliance High-Tech Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Engineer in Bracknell
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Reliance High-Tech Limited:Your cover letter is your chance to shine! Tell us why you want to work at Reliance High-Tech Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Reliance High-Tech Limited!
How to prepare for a job interview at Reliance High-Tech Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
