At a Glance
- Tasks: Provide second line IT support and resolve complex technical issues for internal users.
- Company: Join a supportive team at SCG, committed to equality and community.
- Benefits: Enjoy 25 days holiday, birthday off, career development, and free onsite food.
- Other info: Dynamic environment with opportunities for growth and learning.
- Why this job: Make a real impact by helping users and enhancing their IT experience.
- Qualifications: Strong communication skills and a customer-focused approach are essential.
The predicted salary is between 40000 - 45000 £ per year.
You will be responsible for providing second line IT support to internal users across SCG, handling escalated issues from first line and resolving more complex technical problems.
Responsibilities:
- Receiving and resolving escalated tickets from First Line Service Desk.
- Diagnosing and resolving more complex technical issues that cannot be resolved at first line.
- Escalating issues to Infrastructure, Security, or specialist teams when required.
- Providing guidance and support to First Line colleagues on technical matters.
- Supporting EUC endpoint protection activities by ensuring end-user devices are covered by protection software.
- Supporting software deployment activities, rolling out EUC software to users.
- Supporting EUC patch management activities to ensure software is updated to the latest, secure versions.
- Supporting identity and access administration activities in compliance with defined IAM policies, including more complex account provisioning and access requests.
- Supporting user training activities to ensure users are trained to use IT systems effectively.
- Supporting the development of end-user documentation to help users utilise systems and services.
- Staying informed about SLA targets and working to achieve them.
- Being kept informed during major service outages to understand the impact on users and support communications.
- Accurately logging all support interactions and resolution details in the ticketing system.
- Contributing to the maintenance and improvement of knowledge base articles and end-user documentation.
Skills and Experience:
- Strong communication skills, with the ability to communicate technical subjects in non-technical ways to users.
- Customer-focused approach with a commitment to delivering excellent service.
- Solid understanding of IT support principles and end-user computing technologies.
- Strong diagnostic and problem-solving skills across a breadth of IT disciplines.
- Experience with identity and access administration, endpoint protection, and software deployment.
- Ability to guide and mentor First Line colleagues to develop their skills.
- An understanding of ITIL service management principles.
Benefits:
- 25 Days Holiday
- Birthday Day Off
- Buy Holiday Scheme
- Career Development and Progression Opportunities
- Employee Assistance Programme
- Enhanced Company Sick Pay
- Discounted Retail Vouchers
- Reduced Gym Membership
- SCG Mobile Benefit
- Employee Referral Bonus
- Annual Salary Reviews
- Pension Scheme
- Onsite Canteen (offering free croissants and free freshly made soup daily)
- Free On-Site Parking
- Charity Events
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.
Helpdesk / 1st Line Support / Service Desk employer: Southern Communications Ltd
SCG is an exceptional employer that prioritises employee well-being and professional growth, offering a supportive work culture where collaboration and innovation thrive. With benefits such as 25 days of holiday, career development opportunities, and a vibrant onsite canteen, employees are encouraged to maintain a healthy work-life balance while advancing their skills in a dynamic IT environment. Located in a community-focused area, SCG fosters inclusivity and is dedicated to providing equal opportunities for all, making it a rewarding place to build a meaningful career.
Contact Details:
Southern Communications Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk / 1st Line Support / Service Desk
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Southern Communications Ltd. 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 Southern Communications Ltd 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 Helpdesk / 1st Line Support / Service Desk
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 Southern Communications Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Southern Communications Ltd 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 Southern Communications Ltd!
How to prepare for a job interview at Southern Communications Ltd
✨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.
