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For Companies At a Glance
- 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 contract extension, and a dynamic work environment.
- Why this job: Engage with diverse users and enhance your skills in a secure setting.
- 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 - GBP100-GBP120 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.
Job Overview
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).
Candidates must already hold active Security Clearance (SC) in line with National Security Vetting requirements.
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 such as password resets and account unlocks. Being able to discuss these tasks confidently during interviews will demonstrate your readiness for the role.
✨Tip Number 3
Engage with professionals in the defence and aviation sectors through LinkedIn or relevant forums. Building connections in these industries can provide valuable insights and potentially lead to referrals.
✨Tip Number 4
Prepare to discuss your experience with service management tools. Being able to articulate how you've used these tools in past roles will show that you're equipped to handle the responsibilities of this position.
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 Proficiency: 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 required for the position. This is a crucial requirement, so make it prominent in your application.
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 interview. This will demonstrate that you meet one of the key requirements and can start contributing immediately.
✨Demonstrate Customer Service Skills
Prepare examples from your previous experience where you successfully resolved customer issues. Focus on your communication skills and how you ensured a positive customer experience, as this is crucial for the role.
✨Familiarise Yourself with IT Support Tasks
Brush up on common IT support tasks like password resets and account unlocks. Being able to discuss these tasks confidently will show your technical competence and readiness for the job.
✨Understand Service Level Agreements (SLAs)
Research what SLAs are and why they matter in a helpdesk environment. Be prepared to discuss how you would ensure response times meet these standards, as this is a key responsibility in the role.
