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For Companies At a Glance
- Tasks: Provide top-notch IT support, troubleshoot issues, and manage incidents to resolution.
- Company: Sureserve, a leader in compliance and energy services for housing associations.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Why this job: Join a dynamic team and make a real difference in tech support and customer service.
- Qualifications: Previous IT experience, strong communication skills, and ITIL Foundation knowledge.
- Other info: Be part of a supportive environment with excellent career advancement opportunities.
The predicted salary is between 30000 - 42000 £ 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.
Role Overview
The ICT Technician position will be a dynamic, self-motivated IT professional with the opportunity to perform a 360-degree role. The position holder will be responsible for providing high-quality remote and on-site technical support for various issues and problems on both hardware and software in varying configurations. You will be required to adopt a hands-on approach to problem solving and take ownership of assigned incidents and manage them to resolution. The technician will be able to make the role their own, bringing fresh ideas and new tech to the forefront of the organisation.
Key Responsibilities
- Understand and promote the ITIL framework in the daily role of service operations. Incident management will be of paramount importance, as will the other service components of ITIL.
- To provide advice to customers within Sureserve on the efficient and safe use of computer systems.
- To be fully abreast of all Sureserve Security policies and processes, being able to fully endorse and enforce these in the live environment.
- Ensure that the efficient resolution of faults and customer feedback is addressed as a matter of priority.
- Maintain ownership of calls and maintain communication with customers to achieve response targets defined by the Business.
- Use technical knowledge to interpret customer requirements, troubleshoot calls, provide advice and fault resolution on first contact following the Service Level Agreement.
- Will act as the escalation point for Service Desk colleagues.
- Providing technical advice to customers and colleagues.
- Gather detailed, complex and sensitive information, inputting this accurately into ICT Systems where appropriate.
- Utilise existing technologies to obtain and manipulate software/hardware information and to remotely administer systems.
- Assist in the monitoring of Sureserve ICT infrastructure, raising support calls and escalating when appropriate.
- Responsible for monitoring the forward schedule of change to remain informed about planned infrastructure outages.
- Within own sphere of responsibility, ensure the Service Desk achieve targets.
- Maintenance and administration of telephony systems across the group.
- Report Writing and analytical analysis.
Skills & Experience
- Previous IT experience
- Strong communication skills
- ITIL Foundation
- CompTIA A+ (or equivalent)
- CompTIA N+ (or equivalent)
Second Line Service Desk Operative in Glasgow employer: Sureserve
Contact Detail:
Sureserve Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Second Line Service Desk Operative in Glasgow
✨Tip Number 1
Get to know the company! Research Sureserve and understand their values, services, and culture. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your technical skills! Brush up on your ITIL knowledge and be ready to discuss how you've applied it in past roles. Being able to demonstrate your expertise will set you apart from other candidates.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insights into the interview process and might even put in a good word for you!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and serious about joining the Sureserve team.
We think you need these skills to ace Second Line Service Desk Operative in Glasgow
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Second Line Service Desk Operative role. Highlight your IT experience and any relevant qualifications like ITIL or CompTIA certifications. We want to see how your skills match what we're looking for!
Craft a Catchy Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about the role and how you can contribute to Sureserve's mission. Keep it engaging and personal – we love to see your personality come through!
Show Off Your Problem-Solving Skills: In your application, give examples of how you've tackled technical issues in the past. We’re all about hands-on problem solving, so share specific instances where you took ownership and resolved incidents 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’re considered for the role. Plus, it shows you’re keen on joining our team at Sureserve!
How to prepare for a job interview at Sureserve
✨Know Your ITIL Framework
Make sure you brush up on the ITIL framework before your interview. Understand how incident management works and be ready to discuss how you've applied these principles in past roles. This will show that you're not just familiar with the theory but can also implement it effectively.
✨Showcase Your Technical Skills
Be prepared to talk about your technical experience, especially with hardware and software troubleshooting. Have specific examples ready where you resolved issues efficiently. This will demonstrate your hands-on approach and problem-solving abilities, which are crucial for the role.
✨Communicate Clearly
Strong communication skills are key for this position. Practice explaining complex technical concepts in simple terms, as you may need to advise customers who aren't tech-savvy. Clear communication can set you apart from other candidates.
✨Demonstrate Ownership and Initiative
During the interview, highlight instances where you took ownership of incidents and drove them to resolution. Discuss any fresh ideas or technologies you’ve introduced in previous roles. This shows that you’re proactive and ready to make a positive impact at Sureserve.
