At a Glance
- Tasks: Provide top-notch IT support and resolve user issues in a fast-paced environment.
- Company: Join Roc Technologies, a dynamic team focused on customer satisfaction.
- Benefits: Gain valuable experience, develop your skills, and enjoy a supportive work culture.
- Other info: Perfect for those who thrive in a busy, collaborative setting.
- Why this job: Be the first point of contact for users and make a real difference in their tech experience.
- Qualifications: Experience with Windows 11 and strong customer service skills are essential.
The predicted salary is between 25000 - 30000 £ per year.
Roc Technologies is seeking a proactive and customer-focused 1st Line Service Desk Engineer to join our onsite support team at Dounreay. Working as part of the front-line IT support function, you will be the first point of contact for users, responding to incidents, service requests, and queries while delivering an excellent customer experience. This is an ideal opportunity for someone who enjoys working directly with customers, has strong problem-solving skills, and thrives in a fast-paced support environment.
Key Responsibilities
- Log emails, queries, incidents, and faults within ServiceNow.
- Resolve issues through first-call fixes where possible or appropriately triage and escalate incidents to 2nd or 3rd Line Support teams.
- Assign and dispatch IT stock and manage waste item processes.
- Perform first-line support activities including password resets and user guidance.
- Administer user accounts, including disabling and deleting accounts for leavers.
- Answer and transfer switchboard calls as required.
- Produce, maintain, and update 1st Line work instructions and operational procedures.
- Manage the 1st Line mailbox and call queues to ensure Service Level Agreements (SLAs) are consistently met.
- Support other technical teams when required and authorised by the Team Lead or Operations Manager.
- Carry out additional duties appropriate to the role as required.
What We're Looking For
Essential Knowledge & Skills
- Experience supporting Windows 11 environments.
- Familiarity with iOS devices.
- Strong customer service and communication skills.
- Ability to diagnose and resolve common IT issues efficiently.
Desirable Knowledge & Skills
- Experience with Microsoft 365 and Microsoft Teams.
- Understanding of IT service management tools such as ServiceNow.
Key Attributes
- Friendly, approachable, and personable, with a passion for providing excellent customer service.
- Comfortable working in a face-to-face client environment.
- Strong attention to detail and a methodical approach to problem-solving.
- Ability to prioritise workload effectively and remain organised in a busy environment.
Desirable Attributes
- Ability to work to tight timescales without compromising quality.
- Strong task management and follow-through skills.
- Analytical mindset with a commitment to delivering high-quality support.
Service Desk Engineer in Thurso employer: Roc Technologies
Roc Technologies is an exceptional employer that prioritises a supportive and collaborative work culture, making it an ideal place for a Service Desk Engineer to thrive. Located at Dounreay, employees benefit from a dynamic environment that encourages professional growth through hands-on experience and continuous learning opportunities. With a strong focus on customer service and teamwork, Roc Technologies fosters a rewarding atmosphere where your contributions are valued and recognised.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Engineer in Thurso
✨Tip Number 1
Get to know the company culture before your interview. Check out their website and social media to see what they're all about. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your problem-solving skills! Since you'll be dealing with IT issues, try some mock scenarios with friends or family. This will help you think on your feet and demonstrate your ability to resolve common IT problems during the interview.
✨Tip Number 3
Be ready to showcase your customer service skills. Think of examples from your past experiences where you went above and beyond for a customer. This will highlight your friendly and approachable nature, which is key for a Service Desk Engineer.
✨Tip Number 4
Don't forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Service Desk Engineer in Thurso
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Service Desk Engineer role. Highlight your customer service experience and any relevant IT support roles you've had. We want to see how you can bring your unique flair 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 providing excellent customer service and how your problem-solving skills make you a great fit for us. Keep it friendly and engaging, just like we are at StudySmarter.
Show Off Your Technical Skills:Don’t forget to mention your experience with Windows 11, iOS devices, and any IT service management tools like ServiceNow. We love seeing candidates who are tech-savvy and ready to tackle challenges head-on!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows you’re keen to join our awesome team!
How to prepare for a job interview at Roc Technologies
✨Know Your Tech
Make sure you brush up on your knowledge of Windows 11 and iOS devices. Be ready to discuss common issues users face and how you would resolve them. This shows that you're not just familiar with the tech, but you can also think on your feet!
✨Customer Service is Key
Since this role is all about providing excellent customer service, prepare some examples of how you've handled difficult situations in the past. Think about times when you went above and beyond for a customer – this will highlight your proactive approach.
✨Familiarise Yourself with ServiceNow
If you have experience with IT service management tools like ServiceNow, be sure to mention it! If not, do a bit of research beforehand. Understanding how to log incidents and manage queries will show that you're ready to hit the ground running.
✨Stay Organised and Prioritise
In a fast-paced environment, being organised is crucial. Think about how you manage your workload and prioritise tasks. Be prepared to discuss your methods for staying on top of things, especially when under pressure – it’ll demonstrate your ability to thrive in a busy support role.
