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- Tasks: Provide essential IT support and ensure excellent customer experience.
- Company: Join a leading UK IT services provider in defence and aviation sectors.
- Benefits: Competitive pay, potential for contract extension, and a dynamic work environment.
- Why this job: Engage with innovative tech solutions while making a real impact in security sectors.
- Qualifications: Must hold active SC clearance and have customer service experience.
- Other info: Full-time onsite role in Bristol, Monday to Friday, with clear performance targets.
Customer service Help Desk Support needs SC clearance.
Outside IR35 - £100-£120 p/d dependent on experience.
Onsite - Bristol - Stoke Gifford 5 days per week.
6 Month Contract - Likely extension. Start - ASAP.
SR2 are supporting a UK-based IT services provider specialising in delivering high-quality IT solutions for clients in the defence and aviation sectors. We focus on innovation, customer satisfaction, and dependable services across areas like SAP, Software Development, and IT Service Management.
We are looking for a skilled and motivated Customer Service/Helpdesk Support professional to join our team. In this role, you'll provide essential support to users, assisting them with IT service issues and ensuring an excellent customer experience. This is a full-time, on-site role (not hybrid), Monday to Friday, during standard office hours (7-8 hours per day).
Key Responsibilities:
- Perform common IT support tasks such as password resets, account unlocks, and access permissions.
- Deliver frontline support by handling service desk calls and providing first-line resolutions for users.
- Engage with users in a secure, professional environment, often involving personnel from the defence and aviation sectors.
- Manage customer interactions across a wide range of services (62 in total), ensuring efficient and responsive service.
- Use service management tools to locate knowledge articles that support troubleshooting and problem-solving.
- Escalate more complex issues to technical teams, including both in-house and external vendors.
- Document resolutions and actions in the service management system for accurate records and reporting.
- Ensure response times meet the standards outlined in Service Level Agreements (SLAs).
- Assign incidents to the correct technical teams for swift handling.
- Meet monthly targets by addressing a minimum of 175 calls and 55 emails.
- Maintain a customer feedback score of over 95%.
Requirements:
- Security Clearance: Must currently hold active Security Clearance (SC) in accordance with national vetting standards.
- Communication Skills: Strong written and verbal communication skills are essential.
- Experience: Previous experience in customer service or helpdesk support is required.
- Technical Skills: Ability to navigate service management tools and locate relevant articles for troubleshooting.
- Organisational Skills: Capable of managing multiple service requests efficiently.
Apply with your CV today for immediate consideration.
SC Cleared Customer service Help Desk Support employer: SR2 - Socially Responsible Recruitment
Contact Detail:
SR2 - Socially Responsible Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land SC Cleared Customer service Help Desk Support
✨Tip Number 1
Make sure you highlight your active Security Clearance (SC) in any conversations or networking opportunities. This is a crucial requirement for the role, and mentioning it upfront can set you apart from other candidates.
✨Tip Number 2
Familiarise yourself with common IT support tasks like password resets and account unlocks. Being able to discuss these tasks confidently during interviews will demonstrate your readiness for the role.
✨Tip Number 3
Research the company’s focus on the defence and aviation sectors. Understanding their specific needs and challenges can help you tailor your responses and show that you're genuinely interested in contributing to their mission.
✨Tip Number 4
Prepare examples of how you've successfully managed customer interactions in previous roles. Being able to share specific instances where you met targets or received positive feedback will strengthen your case as a candidate.
We think you need these skills to ace SC Cleared Customer service Help Desk Support
Some tips for your application 🫡
Highlight Relevant Experience: Make sure to emphasise your previous experience in customer service or helpdesk support. Use specific examples that demonstrate your ability to handle IT service issues and provide excellent customer experiences.
Showcase Communication Skills: Since strong written and verbal communication skills are essential for this role, include examples of how you've effectively communicated with customers or team members in past positions.
Detail Your Technical Skills: Mention your familiarity with service management tools and any relevant technical skills. Provide examples of how you've used these tools to troubleshoot issues or improve service delivery.
Include Security Clearance Information: Clearly state that you hold active Security Clearance (SC) as per the job requirements. This is crucial for your application, so make it prominent in your CV.
How to prepare for a job interview at SR2 - Socially Responsible Recruitment
✨Showcase Your SC Clearance
Since the role requires active Security Clearance, make sure to highlight your current SC status early in the conversation. This will demonstrate your eligibility and save time during the interview process.
✨Demonstrate Customer Service Skills
Prepare examples from your previous experience that showcase your ability to handle customer queries effectively. Use the STAR method (Situation, Task, Action, Result) to structure your responses and illustrate how you’ve provided excellent support in challenging situations.
✨Familiarise Yourself with IT Support Tasks
Brush up on common IT support tasks such as password resets and account unlocks. Being able to discuss these tasks confidently will show that you understand the day-to-day responsibilities of the role and can hit the ground running.
✨Prepare for Technical Questions
Expect questions related to service management tools and troubleshooting techniques. Review any relevant software or systems you’ve used in the past, and be ready to explain how you would approach resolving common IT issues.
