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- Tasks: Provide first-line support and resolve IT issues for users daily.
- Company: Join a dynamic Group IT Service Desk in Bristol with a supportive culture.
- Benefits: Enjoy 21 days holiday, free onsite parking, and discounted gym memberships.
- Why this job: Kickstart your career in IT while making a real difference for users.
- Qualifications: Strong customer service skills and experience with Microsoft Windows 11.
- Other info: Great opportunities for growth and a fun work environment with free croissants!
The predicted salary is between 21000 - 28000 £ per year.
First Line Support
Location: Bradley Stoke, Bristol (2 days in the Cardiff office)
Salary: £21,000 – £28,000
Hours: Rotating Shift Pattern – 8:00-16:30 & 9:00-17:00
We are looking for a candidate to join our Group IT Service Desk as a First Line Support Engineer. You will be responsible for the day-to-day 1st line calls and ticket triage to support end users at the desktop level. You will ensure tickets are up to date and logged to the highest quality, correctly identified and prioritised, and responses are timely, containing meaningful feedback, thus ensuring an excellent service to all staff across the group.
Responsibilities
- Responsible for the day-to-day 1st line calls and ticket triage and first-time fix of incidents and requests.
- Ensuring that SLAs are met, and tickets are kept up to date, being the first point of contact for all users within the business.
- Contribute to request and incident resolution by way of remote analysis and support to end users at the desktop level, with an emphasis on first time fix before escalating to 2nd line.
- Escalate incidents and requests to 2nd line or where appropriate and necessary to the Group IT Service Desk Supervisor and Group IT Service Desk Manager.
- Ensure tickets are up to date and logged to the highest quality, correctly identified and prioritised, and responses are timely, containing meaningful feedback.
- Track user inventory and status for desktop hardware and software throughout the Group.
- Review monitoring alerts.
- Organise repair, when necessary for IT equipment.
- Ensuring that BAU Services are available day-to-day for the business by supporting and maintaining the user, desktop, peripheral and software environment.
Skills
- Customer service and effective communication.
- Organisational and time management skills.
- Ability to define issues and requests, collect data, establish facts, and draw valid conclusions.
- Experience using Microsoft Windows 11 and Microsoft Office products.
Benefits
- 21 days holiday increasing to 22 days after 3 years and to 25 days after 5 years
- Extra day off for your birthday
- Buy holiday scheme
- Employee Assistance Programme
- Free onsite parking
- Enhanced company sick pay
- Discounted retail vouchers
- Reduced gym membership
- Annual salary review
- SCG mobile benefit
- Employee referral bonus
- Onsite canteen offering free croissants and freshly made soup
SCG is proud to be an equal opportunities employer. We welcome applications from all parts of the community and are committed to upholding the principles of the Equality Act 2010.
We are committed to supporting applicants with disabilities. We will endeavour to make necessary adjustments to ensure a fair and accessible recruitment process.
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First Line Support Engineer employer: SCG South West
Contact Detail:
SCG South West Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land First Line Support Engineer
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on the company values and work environment. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of a mirror. Focus on how your skills align with the First Line Support Engineer role, especially your customer service and communication skills.
✨Tip Number 3
Show off your problem-solving skills! During the interview, be ready to discuss specific examples where you've successfully resolved issues or provided excellent support. This will demonstrate your ability to handle the day-to-day challenges of the role.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace First Line Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the First Line Support Engineer role. Highlight your customer service skills and any relevant experience with Microsoft Windows 11 and Office products. We want to see how you can contribute to our team!
Craft a Catchy Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about IT support and how your skills align with our needs. Keep it friendly and professional, just like we are at StudySmarter.
Showcase Your Communication Skills: Since effective communication is key in this role, make sure to demonstrate your ability to convey information clearly in your application. Whether it's through your CV or cover letter, let us see your knack for keeping things straightforward and helpful.
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’re considered for the role. Plus, it’s super easy – just follow the prompts and you’ll be on your way!
How to prepare for a job interview at SCG South West
✨Know Your Tech
Brush up on your knowledge of Microsoft Windows 11 and Office products. Be ready to discuss how you've used these tools in past roles, as this will show your technical competence and readiness for the First Line Support Engineer position.
✨Customer Service is Key
Prepare examples that highlight your customer service skills. Think about times when you effectively communicated with users or resolved issues quickly. This will demonstrate your ability to provide excellent support and maintain a positive user experience.
✨Practice Ticket Management
Familiarise yourself with ticketing systems and how to prioritise tasks. You might be asked how you would handle multiple tickets at once, so have a strategy in mind for managing SLAs and ensuring timely responses.
✨Show Your Problem-Solving Skills
Be ready to discuss how you approach troubleshooting. Prepare a few scenarios where you successfully identified and resolved issues, especially focusing on first-time fixes. This will showcase your analytical skills and ability to think on your feet.