At a Glance
- Tasks: Be the go-to person for all electronic security service issues and ensure smooth operations.
- Company: Join a leading tech firm focused on security solutions in a supportive environment.
- Benefits: Enjoy competitive pay, training opportunities, and a chance to grow your career.
- Other info: Dynamic team atmosphere with opportunities for personal and professional development.
- Why this job: Make a real difference by solving security challenges and enhancing customer satisfaction.
- Qualifications: Experience in a Service Desk role and basic knowledge of electronic security systems.
The predicted salary is between 30000 - 40000 € per year.
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 the Service Desk framework, the role ensures issues are logged, prioritised, resolved, or escalated in line with agreed Service Level Agreements (SLAs).
Your Responsibilities
- 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.)
Your Competencies
- 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
Essential Personal Qualities
- Permit to Work
- Ability to complete full personal security screening
- Ability to complete SC level clearance
- Working as part of a team
Desirable Personal Qualities
- Good written and spoken English
- Commercially aware
Competencies for Success
- First Contact Resolution (FCR)
- SLA compliance for response and resolution
- Accuracy of incident logging and categorisation
- Customer Satisfaction (CSAT) scores
- 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. Please indicate your home location. All job candidates will be screened to BS7858 standards to meet Reliance High‑Tech’s / Reliance Protects vetting standards.
Service Desk Engineer & Coordinator – Bracknell Office Based employer: Reliance High-Tech
Reliance High-Tech is an exceptional employer, offering a supportive work culture that prioritises employee development and continuous improvement. Based in Bracknell, our office fosters collaboration and innovation, providing opportunities for personal growth through training and performance reviews. With a commitment to security and compliance, we ensure a rewarding environment where your contributions are valued and recognised.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Engineer & Coordinator – Bracknell Office Based
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend local meetups, or join online forums. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to service desk roles. We recommend role-playing with a friend or using mock interview tools to boost your confidence.
✨Tip Number 3
Showcase your skills! Create a portfolio or a personal website that highlights your experience with electronic security systems and customer service. This can really set you apart from other candidates.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team.
We think you need these skills to ace Service Desk Engineer & Coordinator – Bracknell Office Based
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Service Desk Engineer role. Highlight your experience in a Service Desk or Helpdesk environment and any relevant technical knowledge, especially around electronic security systems.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the role. Mention your understanding of ITIL Incident Management and how your skills align with the job description.
Show Off Your Communication Skills:Since excellent communication is key for this role, make sure your application reflects that. Use clear and concise language, and don’t forget to proofread for any errors before hitting send!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates regarding your application.
How to prepare for a job interview at Reliance High-Tech
✨Know Your Stuff
Make sure you brush up on your knowledge of electronic security systems, especially CCTV, access control, and intruder alarms. Familiarise yourself with the basics of ITIL Incident Management and Request Fulfilment, as these will likely come up during the interview.
✨Show Off Your Communication Skills
Since this role requires excellent communication and customer service skills, practice articulating your thoughts clearly. Think about examples from your past experiences where you successfully resolved issues or helped customers, and be ready to share them.
✨Demonstrate Your Problem-Solving Ability
Prepare to discuss how you would handle specific incidents or service requests. Think through scenarios where you had to diagnose and resolve issues quickly, and be ready to explain your thought process and the steps you took.
✨Be a Team Player
This role involves working closely with others, so be prepared to talk about your experience in team settings. Highlight any contributions you've made to team meetings or projects, and express your enthusiasm for collaborating with colleagues to improve service delivery.
