At a Glance
- Tasks: Provide top-notch tech support and solve problems for users in our Newcastle office.
- Company: Join Trimble, a values-driven tech company focused on innovation and growth.
- Benefits: Enjoy competitive pay, career development, and a supportive team environment.
- Other info: Dynamic workplace with opportunities to learn and grow in the tech field.
- Why this job: Be the face of IT, helping others while enhancing your tech skills.
- Qualifications: Experience in tech support and excellent communication skills are essential.
Your Title: IS Help Desk Technician (IT Area)
Job Location: UK, Newcastle - on site
Our Department: Corporate Information Systems
About the Role
Are you interested in technology and enjoy solving problems so that customers can get back to work quickly and efficiently? The IS Help Desk Technician is a key player on the front lines of Trimble Corporate IS. This position is perfect for someone looking to leverage their expertise in being the face of the IS department. Not only do you provide help desk support services, you are also at the front line of our department and maintain the image and credibility of the department as a whole. Critical core competencies for this position are customer service, professionalism, communication, and strong technical skills. The focus for this position is on service desk support, ticket queue coordination, process ownership, inventory control and project participation.
What You Will Do
- You will support a variety of end-users onsite in our Newcastle office.
- You will interface and collaborate with other IS departments to ensure that the office and users are working efficiently and that their technical needs are met.
- You’ll provide world-class customer service and work with a cohesive global IS team.
- Support end users with desktop support and deployment of hardware and software.
- Display a high-level of customer service and professionalism.
- Resolve issues individually or in conjunction with other IS staff and resources in a timely and effective manner.
- Communicate with peers, other IS staff, IS management, business group managers, and other employees in support of end users and the corporate IS infrastructure.
- Demonstrate and utilize excellent troubleshooting skills for all hardware used in support of Trimble’s computer user community, with a specific focus on Dell, Apple, and various mobile phones and tablets.
Who You Are
- Builds Trust: You honor your word by doing what you say you are going to do. End-users and colleagues alike need to view the Corporate Information Systems team as a world-class team.
- Customer-centric: You have a commitment to delivering genuine customer service.
- Implementation / Execution: You are good at multitasking, organizing, and managing multiple priorities.
- Patience: You are able to work well with end-users who are not computer savvy and can communicate about technical terms in a non-technical manner.
- Timeliness: End-users and colleagues expect and deserve the fastest turnaround time for communication and support.
- Sense of urgency: This is a fast paced environment which requires immediate attention to issues that may impact company revenue.
- Active listening: Analyze user feedback to streamline troubleshooting efforts.
- Adaptable: You are adaptable to new situations and problems and have a flexible mindset.
- Independence: Proactively address local issues using the analytics and administrative tools available.
- Tech savvy: You enjoy learning new technologies and supporting end-users with their technology experience.
What Skills & Experience You Should Bring
- Ability to select from several predefined tools to solve problems.
- Ability to document technical information in ITSM systems and maintain ticket lifecycle management effectively.
- Ability to effectively communicate in English both verbal and written.
- Excellent organization skills.
- Relevant IT certifications such as ITIL, CompTIA A+, etc.
- 2-3 years of related experience.
- Skills to set up, operate, and troubleshoot a wide variety of equipment and systems.
- Thorough experience with Windows, mobile devices, tablets, printers, conference room equipment.
- Basic network troubleshooting experience.
- Basic experience with macOS and Linux to deploy and troubleshoot the OS using existing tools and documentation.
- Experience with Google Workspace for enterprise collaboration is a plus.
How to Apply: Please submit an online application for this position by clicking on the ‘Apply Now’ button located in this posting.
Join a Values-Driven Team: Belong, Grow, Innovate. At Trimble, our core values of Belong, Grow, and Innovate aren't just words—they're the foundation of our culture. We foster an environment where you are seen, heard, and valued (Belong); where you have an opportunity to build a career and drive our collective growth (Grow); and where your innovative ideas shape the future (Innovate). We believe in empowering local teams to create impactful strategies, ensuring our global vision resonates with every individual. Become part of a team where your contributions truly matter.
If you need assistance or would like to request an accommodation in connection with the application process, please contact careers@trimble.com.
Help Desk Technical Support employer: Trimble
Trimble is an excellent employer that fosters a collaborative and innovative work culture, where employees are encouraged to grow their skills and advance their careers. With a focus on cutting-edge technology and a commitment to employee well-being, working in Leeds or remotely offers unique flexibility and the opportunity to make a meaningful impact in the world of 3D modeling software.
StudySmarter Expert Advice🤫
We think this is how you could land Help Desk Technical Support
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Trimble. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Trimble before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Help Desk Technical Support
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Trimble:Your cover letter is your chance to shine! Tell us why you want to work at Trimble specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Trimble!
How to prepare for a job interview at Trimble
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
