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- Tasks: Provide top-notch IT support and lead a team of 1st line analysts.
- Company: Join a dynamic tech company focused on exceptional customer service.
- Benefits: Competitive salary, flexible working, and opportunities for professional 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, 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 manage workload effectively under pressure and to tight deadlines.
- 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 attitude, putting the customer at the heart of every interaction.
- Always curious with a willingness to learn and adapt to new technologies and processes.
Senior Service Desk Engineer in Southampton employer: Spectrum IT Recruitment
Contact Detail:
Spectrum IT Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Service Desk Engineer in Southampton
✨Tip Number 1
Get to know the company culture before your interview. Check out their website and social media to see how they interact with employees and customers. This will help you tailor your responses and show that you're a great fit for their team.
✨Tip Number 2
Practice your troubleshooting skills! Think of common IT issues and how you would resolve them. Being able to demonstrate your problem-solving abilities during the interview can really set you apart from other candidates.
✨Tip Number 3
Show off your leadership potential! If you've managed a team or mentored others, share those experiences. Highlighting your ability to inspire and develop talent will resonate well with hiring managers looking for someone to lead their 1st line support analysts.
✨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 Senior Service Desk Engineer in Southampton
Some tips for your application 🫡
Show Your Customer Service Skills: When writing your application, make sure to highlight your experience in providing excellent customer service. We want to see how you've gone above and beyond to help colleagues in the past, so share specific examples that demonstrate your commitment to a seamless user experience.
Emphasise Team Management Experience: If you've managed or inspired a team before, let us know! Talk about how you’ve developed your team members and ensured high-quality support services. We’re looking for someone who can lead and motivate, so don’t hold back on showcasing your leadership skills.
Be Proactive in Your Approach: We love candidates who take initiative! In your application, mention any proactive measures you've taken to prevent technical issues or improve processes. This shows us that you’re not just reactive but also forward-thinking, which is key for this role.
Tailor Your Application to Us: Make sure your application reflects our values and the specifics of the job description. Use language that resonates with what we’re looking for, and don’t forget to apply through our website. We can’t wait to see how you fit into our team!
How to prepare for a job interview at Spectrum IT Recruitment
✨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 principles, and any specific technologies mentioned in the job description, like Azure or O365.
✨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 and developed others in previous roles. Highlight your ability to foster a positive team environment and your proactive approach to minimising service failures.
✨Emphasise Customer Service
This position is all about providing exemplary customer service. Think of specific instances where you've gone above and beyond for a colleague or client. Show that you understand the importance of empathy and patience in every interaction.
✨Prepare for Scenario Questions
Expect to face scenario-based questions that test your problem-solving skills. Practice how you would handle common technical issues or team dynamics. This will demonstrate your ability to think on your feet and your proactive nature in addressing challenges.
