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- Tasks: Provide first-line technical support and resolve IT issues for users across multiple sites.
- Company: Join Sureserve, a diverse and inclusive workplace in Bathgate.
- Benefits: Earn £24,000 - £27,000 with a great benefits package and pension scheme.
- Why this job: Make a real impact by delivering exceptional IT support and enhancing user experience.
- Qualifications: Customer-focused with strong problem-solving skills and previous ICT support experience.
- Other info: Strong opportunities for career growth and development within the Sureserve Group.
The predicted salary is between 24000 - 27000 £ per year.
We’re 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.
Skills & Experience Required
- 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’d love to hear from you! Apply now and be part of our growing ICT team at Sureserve!
ICT Associate in Essex employer: Sureserve
Contact Detail:
Sureserve Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land ICT Associate in Essex
✨Tip Number 1
Get to know the company! Research Sureserve and understand their values and culture. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills. Since you'll be explaining technical issues to non-tech users, it’s crucial to convey your thoughts clearly. Try role-playing with a friend to get comfortable with simplifying complex concepts.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insights about the company and might even give you a heads-up on job openings or tips for your application.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the Sureserve team!
We think you need these skills to ace ICT Associate in Essex
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your relevant experience in ICT support. We want to see how your skills match the job description, so don’t be shy about showcasing your problem-solving abilities and customer service experience!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about IT support and how you can contribute to our team. Keep it friendly and professional, and make sure to mention any specific experiences that relate to the role.
Show Off Your Communication Skills: Since you'll be dealing with users who may not be tech-savvy, it’s important to demonstrate your ability to communicate technical issues clearly. In your application, give examples of how you've successfully explained complex concepts in simple terms.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing applications come in through our own platform!
How to prepare for a job interview at Sureserve
✨Know Your Tech Stuff
Make sure you brush up on your technical knowledge, especially around Microsoft Technologies and Active Directory. Be ready to discuss how you've tackled IT issues in the past and demonstrate your troubleshooting skills.
✨Communicate Clearly
Since you'll need to explain technical issues to non-tech users, practice simplifying complex concepts. Think about examples where you've successfully communicated with customers or team members to resolve issues.
✨Show Your Customer Focus
Highlight your customer service experience during the interview. Share specific instances where you went above and beyond to ensure a positive user experience, as this role is all about keeping users happy.
✨Familiarise Yourself with ITIL Principles
Since compliance with ITIL service management principles is key, do some research on these frameworks. Be prepared to discuss how you can apply these principles to improve operational efficiency in your role.
