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- Tasks: Provide first-line technical support and resolve IT issues for users across multiple sites.
- Company: Join Sureserve, a leader in compliance and energy services with a commitment to quality.
- Benefits: Earn £24,000 - £27,000 plus a great benefits package and pension scheme.
- Why this job: Make a real impact by helping users and enhancing their IT experience.
- Qualifications: Customer-focused with problem-solving skills; previous ICT support experience preferred.
- Other info: Strong career growth opportunities in a diverse and inclusive workplace.
The predicted salary is between 24000 - 27000 £ per year.
Sureserve is a trusted partner for housing associations, local authorities, and residents, delivering high-quality compliance and energy services. Our focus on energy efficiency, safe and compliant homes, and enhanced quality of life makes us a leader in the industry. With nationwide reach, regional expertise, and a commitment to excellent service, we are well-positioned to support our clients now and in the future.
We are looking for an ICT Associate based in Bathgate, to provide first-line technical support to Sureserve users across multiple sites. In this role, you will handle and resolve incoming IT support requests via our ICT Service Desk System, ensuring a smooth and efficient resolution process. While primarily office-based, occasional travel to other Sureserve locations may be required alongside another technician.
Key Responsibilities- Technical Support & Troubleshooting: Act as the first point of contact for IT-related issues, logging and managing support tickets from initial report to resolution. Provide expert advice on IT best practices, ensuring users can operate systems efficiently and securely. Diagnose and resolve faults using technical expertise, aiming for first-contact resolution.
- Customer & Communication: Maintain excellent customer service by keeping users informed and ensuring a positive experience. Communicate technical issues in a clear, non-technical way to support all users effectively. Provide guidance and technical advice to both customers and team members.
- System Monitoring & Administration: Use IT tools to diagnose and administer systems remotely when required. Monitor Sureserve's IT infrastructure, flagging potential issues and escalating when necessary. Stay up to date with scheduled system changes and planned maintenance.
- Operational Efficiency: Ensure compliance with ITIL service management principles in daily operations. Help the Service Desk meet targets such as Service Level Agreements (SLAs). Assist with the deployment, relocation, and maintenance of IT hardware across company sites.
- Customer-focused with strong problem-solving skills
- Excellent communicator who can explain technical issues in simple terms
- Previous experience in an ICT support role
- Familiarity with ITIL frameworks and best practices
- Knowledge of Microsoft Technologies & Active Directory – Desirable
Why Join Us?
- £24,000 - £27,000, and benefits package.
- Employer contributed pension scheme.
- Employee Assistance Programme with 24 hours telephone and online access.
- Employee engagement events to bring together colleagues.
- Strong opportunities for career growth and development within the Sureserve Group.
- A diverse, inclusive, and supportive workplace that values equality.
If you are passionate about IT support and delivering exceptional service, we would love to hear from you. Apply now and be part of our growing ICT team at Sureserve.
ICT Associate in Basildon employer: Sureserve
Contact Detail:
Sureserve Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land ICT Associate in Basildon
✨Tip Number 1
Get to know the company! Research Sureserve's values and services so you can tailor your approach. When you understand what they stand for, you can show how you fit right in.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. A friendly chat can sometimes lead to insider tips or even a referral!
✨Tip Number 3
Prepare for the interview by practising common ICT support scenarios. Think about how you'd handle specific technical issues and be ready to explain your thought process clearly.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar!
We think you need these skills to ace ICT Associate in Basildon
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your previous ICT support roles and any relevant technical expertise to show us you’re the right fit for the ICT Associate position.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re passionate about IT support and how you can contribute to our team. Keep it concise, but make sure to include specific examples of how you've provided excellent customer service in the past.
Showcase Your Communication Skills: Since you'll be explaining technical issues to non-technical users, it's important to demonstrate your communication skills. Use clear and simple language in your application to show us you can bridge that gap effectively.
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 regarding your application status.
How to prepare for a job interview at Sureserve
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around Microsoft Technologies and Active Directory. Be ready to discuss your previous ICT support experiences and how you've resolved issues in the past.
✨Customer Service is Key
Since this role is all about providing excellent support, think of examples where you've gone above and beyond for a customer. Prepare to share how you maintain a positive experience for users, even when troubleshooting tricky problems.
✨Communicate Clearly
Practice explaining technical concepts in simple terms. You might be asked to demonstrate how you'd communicate with non-technical users, so think of ways to break down complex issues into easy-to-understand language.
✨Familiarise Yourself with ITIL Principles
Since compliance with ITIL service management principles is crucial, make sure you understand the basics. Be prepared to discuss how you would apply these principles in your daily operations to help meet SLAs and improve operational efficiency.
