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- Tasks: Provide top-notch IT support and resolve client issues with a proactive approach.
- Company: Dynamic Managed Service Provider with a diverse and inclusive culture.
- Benefits: 70% remote work, competitive salary, and opportunities for professional growth.
- Why this job: Join a collaborative team and make a real difference in clients' tech experiences.
- Qualifications: 3+ years in IT support, strong troubleshooting skills, and a customer-first mindset.
- Other info: Exciting projects and a chance to enhance your skills in a fast-paced environment.
The predicted salary is between 36000 - 60000 £ per year.
An established Managed Service Provider is looking for an experienced Service Desk Engineer to join their technical support team. This is a great opportunity to work across a varied client base, handling escalations, owning tickets end to end, and getting involved in both reactive and proactive work in a fast-paced MSP setting.
The role offers 70% remote working, with regular collaboration in the office, attendance at client sites when required, and involvement in company training and events.
Our clients and their customers come from diverse backgrounds and so do we. We hire our people from various walks of life, each of whom make our company stronger with their talent, uniqueness, and expertise. This is what makes our company special; if you want to help us grow and take this ethos to our clients, then we cannot wait to collaborate with you!
Responsibilities- Act as the first point of contact for clients via phone, ticketing system, and online chat
- Serve as an escalation point for 1st line engineers, handling more complex issues
- Own incidents through their full lifecycle, keeping clients informed and ensuring issues are resolved properly
- Work to agreed Service Desk SLAs, including response times, resolution targets, and customer satisfaction
- Provide remote support as well as attend client sites when hands-on support is required
- Maintain and update the Service Knowledge Management System
- Contribute to client projects and proactive improvements, not just BAU tickets
- Minimum 3 years' experience as a Service Desk Engineer, ideally within an MSP
- Proven experience handling 2nd line escalations
- Strong troubleshooting skills across hardware, software, and user issues
- Confident communicator, written and verbal, with a customer-first approach
- Ability to manage and prioritise multiple open tickets at once
- Comfortable working autonomously with a proactive mindset
- Solid understanding of internet security and data privacy principles
- Strong knowledge of:
- Windows 10/11 and macOS
- Active Directory and Microsoft Azure / Entra ID
- Microsoft 365 (Outlook, OneDrive, SharePoint, Teams)
IT Helpdesk Support employer: The Bloomsbury
Contact Detail:
The Bloomsbury Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Helpdesk Support
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the lookout for an IT Helpdesk Support role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios you might face. Think about how you'd handle complex issues or escalations, and be ready to share your troubleshooting successes. Confidence is key!
✨Tip Number 3
Show off your skills! If you’ve got a portfolio or examples of past work, bring them along to interviews. This could include documentation of resolved tickets or projects you've contributed to. It’s all about proving you can own incidents from start to finish.
✨Tip Number 4
Don’t forget to apply through our website! We love seeing applications directly from candidates who are excited about joining us. Plus, it gives you a chance to showcase your enthusiasm for our company culture and values.
We think you need these skills to ace IT Helpdesk Support
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your 3+ years as a Service Desk Engineer and any specific tools or technologies you've worked with, like Windows 10/11 or Microsoft 365.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're the perfect fit for this role. Share specific examples of how you've handled escalations or improved client satisfaction in previous roles. We love a good story!
Show Off Your Communication Skills: Since you'll be the first point of contact for clients, it's crucial to demonstrate your strong written communication skills. Keep your application clear, concise, and professional while still showing your personality.
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 us you’re keen on joining our team!
How to prepare for a job interview at The Bloomsbury
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Windows 10/11, macOS, and Microsoft 365. Be ready to discuss troubleshooting methods for common issues, as well as any experience you have with Active Directory and Azure. This will show that you're not just familiar with the tools but can also handle complex problems.
✨Showcase Your Communication Skills
As a Service Desk Engineer, you'll be the first point of contact for clients. Practice explaining technical concepts in simple terms, as you'll need to communicate effectively with non-technical users. Consider role-playing scenarios with a friend to get comfortable with this aspect of the job.
✨Demonstrate Your Problem-Solving Mindset
Prepare examples of how you've handled escalations or tricky support tickets in the past. Highlight your ability to take ownership of incidents and see them through to resolution. This will illustrate your proactive approach and commitment to customer satisfaction.
✨Be Ready to Discuss Your Organisational Skills
In a fast-paced MSP environment, managing multiple tickets is key. Think of specific strategies you use to prioritise tasks and meet deadlines. Sharing your methods for staying organised will show that you can thrive under pressure and keep clients informed throughout the process.
