At a Glance
- Tasks: Handle incoming support requests and troubleshoot common IT and telecoms issues.
- Company: Claritel is a trusted provider of managed IT and telecom services for UK businesses.
- Benefits: Opportunity to progress in a growing Managed Services Team with a strong reputation.
- Other info: Office-based role located in Blackburn.
- Why this job: Perfect for someone looking to advance their career in an MSP environment.
- Qualifications: Experience in IT support and customer service; basic understanding of Windows and Microsoft 365.
The predicted salary is between 25000 - 30000 £ per year.
Who are Claritel
Claritel is a trusted provider of managed IT, cyber security, telecoms and network connectivity services for small and medium-sized businesses across the UK. Established in 2011, we have built a strong reputation for delivering exceptional service and innovative solutions tailored to our clients' needs. With over 10% year on year growth for several years, we are on an exciting trajectory and have ambitious plans to continue this momentum. We work with a diverse client base across multiple sectors, helping them grow, increase efficiency and reduce risk through technology. Our success is driven by our people, a team that is passionate, committed and dedicated to delivering an exceptional experience.
About the Role
We are looking for a motivated and customer focused 1st Line Service Desk Technician to join our growing Managed Services Team. You’ll handle incoming support requests, resolve common IT and telecoms issues, and ensure every interaction delivers a great customer experience. This is the perfect opportunity for someone looking to further their career within an MSP environment.
Key Responsibilities
- Act as the first point of contact for incoming support requests (phone, email ticketing system)
- Logging, prioritizing and managing support tickets effectively
- Troubleshoot common IT and telecoms issues
- Escalating more complex issues to 2nd line support with clear handover notes
- Keeping clients informed with regular updates
- Maintaining accurate ticket notes and documentation
- Follow internal processes and service level agreements (SLAs)
- Assisting with new user setups and basic device configuration
- Contribute to internal knowledge bases
- Promote and follow cyber security best practices
- Participate in out-of-hours or on-call support where required, in line with company policy
What We're Looking For
- A strong customer-first mindset and excellent customer skills
- Experience in IT support and customer service
- Basic understanding of Windows operating systems, Microsoft 365 hosted telephony
- A genuine interest in IT, networking and telecoms, with a desire to learn and progress
- Good organization and time management skills
- A proactive, problem-solving attitude
- Full UK driving licence preferred
Service Desk Technician (L1) IT & Telecoms employer: The FR Group
Located in Blackburn, Claritel offers a full-time position with a focus on customer service. The team is dedicated to delivering exceptional experiences and has seen over 10% growth annually since its establishment in 2011.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Technician (L1) IT & Telecoms
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what The FR Group values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges The FR Group might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at The FR Group!
✨Direct Apply to The FR Group
Let's not forget to apply directly through the The FR Group website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Service Desk Technician (L1) IT & Telecoms
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at The FR Group.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at The FR Group. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at The FR Group
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
