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- Tasks: Lead a team to provide top-notch IT support and resolve technical issues.
- Company: Join a dynamic tech company focused on innovation and collaboration.
- Benefits: Enjoy competitive pay, flexible working options, and opportunities for growth.
- Why this job: Make a real difference by enhancing the tech experience for your colleagues.
- Qualifications: Experience in 1st line support and a passion for team management.
- Other info: Embrace a proactive approach in a fast-paced, ever-evolving tech environment.
The predicted salary is between 36000 - 60000 £ per year.
Provide exemplary IT technical support to our internal colleagues whilst demonstrating excellent customer service. Additionally, the role holder will be responsible for all 1st line analysts operating in the region and therefore the ability to manage and inspire your team to deliver exemplary 1st line support services is key. While the service offer is consistent across all our geographies, presence and accessibility are key. Understanding the challenges and opportunities that our colleagues experience will allow us to bespoke our approach to delivering technical support.
Key duties and responsibilities:
- Encompass line manager responsibilities for a group of 1st line support analysts based in the South region.
- Manage, inspire and develop a group of individuals to successfully deliver high quality regional 1st line support services, ensuring quality customer experience is maintained.
- Troubleshoot and resolve 1st line technical issues, hardware and application support queries and requests.
- Act as a gatekeeper to ensure only necessary escalations occur and encourage an 'always learning' approach to minimise unnecessary delays to ticket resolution.
- Provide a proactive service that seeks to minimise the impact of technical issues by stopping them before they occur.
- Independently evolve skills to respond to the ever-changing challenges associated with a rapidly changing IT offer.
- Understand the technology offer, how to support it, and ensure the colleague experience is seamless.
- Prepare endpoints, manage their life cycle support and subsequent decommissioning.
- Travel within the local geography to support specific issues and field-based colleagues.
- Exhibit empathy and patience, considering the user experience in every interaction.
- Carry out additional duties commensurate to the role.
Technical Skill Set:
- Effective troubleshooting skills with the ability to diagnose and resolve hardware and software issues.
- Experience of Operating Systems, basic networking, software installation and configuration, remote support skills and IT administrative tasks.
- Proactive nature and the ability to act upon initiative and effectively manage workload with the ability to prioritise and work under pressure.
- Highly effective interpersonal skills: flexible, committed, enthusiastic, takes ownership, promotes sharing of ideas and supports team members.
- Possess initiative, excellent organisational and communication skills with the ability to work independently.
- Self-motivated and enthusiastic with a solution-focused, positive 'can do, will do' attitude, putting the customer at the heart of every interaction.
- Always curious with a willingness to learn and adapt to new technologies and processes.
Technologies: Azure, Windows, O365, Entra, Active Directory, VMWare, Networking Principles.
Senior Service Desk Engineer in Southampton employer: Spectrum It Recruitment Limited
Contact Detail:
Spectrum It Recruitment Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Service Desk Engineer in Southampton
✨Tip Number 1
Get your networking game on! Reach out to current employees or connections in the industry. A friendly chat can give you insider info about the company culture and maybe even a referral. We all know that referrals can give your application a serious boost!
✨Tip Number 2
Prepare for the interview like it’s a big match day! Research the company, understand their tech stack, and think about how your experience aligns with their needs. We want you to show them you’re not just another candidate, but the perfect fit for their team.
✨Tip Number 3
Practice makes perfect! Get a friend to do mock interviews with you. Focus on those tricky questions about managing teams and troubleshooting issues. We want you to feel confident and ready to impress when it’s your turn in the hot seat.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can keep you fresh in their minds. It shows you’re genuinely interested in the role and gives you another chance to highlight why you’d be a great addition to their team. And remember, apply through our website for the best chance!
We think you need these skills to ace Senior Service Desk Engineer in Southampton
Some tips for your application 🫡
Show Your Customer Service Skills: In your application, make sure to highlight your experience in providing top-notch customer service. We want to see how you've gone above and beyond to help colleagues or clients, as this role is all about delivering an excellent experience.
Demonstrate Your Technical Know-How: Don’t shy away from showcasing your technical skills! Mention specific tools, systems, or troubleshooting techniques you’ve used. We’re looking for someone who can handle hardware and software issues like a pro, so let us know what you’ve got!
Emphasise Team Management Experience: If you’ve managed a team before, we want to hear about it! Talk about how you’ve inspired and developed your team members to deliver great support services. This role involves leading 1st line analysts, so show us your leadership chops.
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 team at StudySmarter!
How to prepare for a job interview at Spectrum It Recruitment Limited
✨Know Your Tech Inside Out
Make sure you brush up on your technical skills, especially around troubleshooting hardware and software issues. Be ready to discuss your experience with Operating Systems, networking, and remote support. The more confident you are in your knowledge, the better you'll impress the interviewers.
✨Showcase Your Leadership Skills
Since this role involves managing a team of 1st line analysts, be prepared to share examples of how you've inspired or developed others in previous roles. Highlight any experiences where you've successfully led a team or improved service delivery through effective management.
✨Emphasise Customer Service
This position is all about providing excellent customer service, so think of specific instances where you've gone above and beyond for a colleague or client. Demonstrating empathy and patience in your responses will show that you truly understand the importance of user experience.
✨Be Proactive and Solution-Focused
Prepare to discuss how you've taken initiative in past roles to prevent issues before they arise. Share examples of how you've learned from previous tickets to reduce repeat problems. This proactive mindset is key to minimising failure demand in service.
