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- Tasks: Be the go-to person for IT issues, providing top-notch support and solutions.
- Company: Join a dynamic Managed Services team focused on customer satisfaction.
- Benefits: Flexible shift patterns, competitive pay, and opportunities for growth.
- Other info: Work in a fast-paced environment with a supportive team.
- Why this job: Perfect for problem-solvers who love tech and helping others.
- Qualifications: Experience in IT support and a passion for customer service.
The predicted salary is between 25000 - 32000 £ per year.
We are looking for an experienced and customer-focused IT Service Desk Analyst to act as the first point of contact for IT Incidents and Service Requests. You will take ownership of customer issues from initial logging through to resolution, ensuring excellent service delivery in line with agreed Service Level Agreements (SLAs). This role is ideal for someone who thrives in a fast-paced Managed Services environment, enjoys problem-solving, and is passionate about delivering a positive customer experience while aiming for first-contact resolution wherever possible.
Normal Hours of Work: Monday to Sunday, 24×7×365 Shift Rota. 4 days on, 4 days off, 4 nights on, 4 days off. Shifts will be 12 hours.
Key Responsibilities- Act as the single point of contact for IT Incidents, Requests, and Events
- Log, classify, prioritise, and manage tickets in line with SLAs
- Provide first-line technical support via telephone and remote tools
- Troubleshoot and resolve hardware, software, application, and network issues
- Maintain regular communication with customers throughout the ticket lifecycle
- Monitor alerts from proactive monitoring systems and manage events accordingly
- Escalate incidents to resolver groups or third parties where required
- Liaise with vendors and suppliers, acting as a central communication point
- Allocate and schedule tickets to Field Engineers, ensuring correct resourcing
- Maintain and update the knowledge base and internal documentation
- Administer IT systems, including user account creation and updates
- Ensure accurate and timely ticket updates within the Service Management platform
- Participate in out-of-hours support, on-call, or overtime when required
1st Line Engineer employer: Roc Technologies
Contact Detail:
Roc Technologies Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line Engineer
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT world, attend meetups, and join online forums. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Practice your interview skills! Mock interviews with friends or using online platforms can help you nail those tricky questions. Focus on showcasing your problem-solving skills and customer service experience, as these are key for a 1st Line Engineer role.
✨Tip Number 3
Tailor your approach! When applying through our website, make sure to highlight your relevant experience and skills that match the job description. Show us how you can deliver excellent service and resolve issues efficiently.
✨Tip Number 4
Stay positive and persistent! Job hunting can be tough, but keep your chin up. Follow up on applications and interviews, and don’t hesitate to ask for feedback. We’re rooting for you to land that perfect role!
We think you need these skills to ace 1st Line Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the 1st Line Engineer role. Highlight your customer service experience and any technical skills that match the job description. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about IT support and how your problem-solving skills can help us deliver excellent service. Keep it friendly and professional!
Showcase Relevant Experience: When filling out your application, be sure to showcase any relevant experience you have in IT support or customer service. We love seeing examples of how you've resolved issues and made customers happy!
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to keep track of your application status. We can’t wait to hear from you!
How to prepare for a job interview at Roc Technologies
✨Know Your Stuff
Make sure you brush up on your technical knowledge related to IT support. Familiarise yourself with common hardware and software issues, as well as the tools you'll be using. Being able to confidently discuss troubleshooting methods will impress your interviewers.
✨Customer Service is Key
Since this role is all about customer interaction, prepare examples of how you've provided excellent service in the past. Think about times when you resolved issues quickly or went above and beyond for a customer. This will show that you understand the importance of a positive customer experience.
✨Practice Problem-Solving
Expect some scenario-based questions during your interview. Practice how you would handle specific IT incidents or requests. Demonstrating your thought process and how you approach problem-solving will highlight your suitability for the fast-paced environment.
✨Show Your Team Spirit
This role involves liaising with various teams and vendors, so be ready to discuss your teamwork experiences. Share examples of how you've collaborated with others to resolve issues or improve processes. This will show that you're not just a lone wolf but a team player who can contribute to a cohesive work environment.