At a Glance
- Tasks: Coordinate IT incidents, provide 1st line support, and ensure smooth operations.
- Company: Join the UK Hydrographic Office, a leader in hydrographic services for over 200 years.
- Benefits: Enjoy hybrid working, competitive salary, and opportunities for career development.
- Other info: Dynamic team environment with a structured shift pattern and training opportunities.
- Why this job: Make a real impact by supporting users and resolving IT issues across the organisation.
- Qualifications: Experience in customer service, strong communication, and analytical skills required.
The predicted salary is between 31500 - 38500 £ per year.
You will be joining the Technology Operations team as an Incident Co-ordinator, working as part of our Service Desk team.
You will be assessing incoming IT Incidents, assigning them an appropriate priority, and escalating them to the correct Support Team.
You will perform 1st line IT support for the business, resolving incidents and completing requests that are directed at the Service Desk as well as other occasional more complex fixes.
Other responsibilities include carrying out other ad hoc weekly/monthly tasks when required and ensuring that daily checks assigned to the early/day/late shifts are completed and signed off.
We pride in keeping our teams up to date with the latest technology, providing opportunities to learn and develop in keys areas to help you progress in your career.
The United Kingdom Hydrographic Office (UKHO) is a world leading hydrographic agency that has been helping people safely navigate the oceans for over 200 years and we employ just under 1000 people.
You will have a great impact in assisting users from all over the business, answering questions, giving advice and supporting them in the work that they do.
The Service Desk team work on a rota, covering from 6am-10pm Monday to Friday and 9am-5pm on weekends.
- To find out more about our Technology Team and careers within the UKHO visit us here:
- Our teams at the UK Hydrographic Office (UKHO)
- Hybrid working and shift pattern
Our Service Desk team work to a 5-week rota pattern.
Weekday shifts are broken into 3 shifts
- Early (6am-2pm)
- Day (8am-4pm) and
Late (2pm-10pm).
There is always one early shift and one day shift working onsite.
The 5-week pattern we use allows for 2 weeks onsite, followed by 3 weeks working from home.
There will be an initial 4 to-6-week period of onsite working to allow for training and induction.
Once training and induction is complete there is also scheduled weekend shifts within the rota.
Please note our Policy on informal hybrid working (arrangements available as agreed with the line manager) applies within the UK, and does not extend to working overseas.
- Monitoring IT Incidents using a range of tools, ensuring they triaged correctly.
- Answering customer enquiries regarding open incidents in person and via teams
- Providing 1st line support for a range of hardware and software across the organisation.
- Liaising with technical teams about open incidents, keeping the customer updated with progress made.
- Proactively monitoring system statuses, raising high priority incidents when necessary.
- Assisting new starters and helping to familiarise them with the technology at UKHO.
- Completing daily/weekly tasks assigned to the Service Desk.
Person specification
Please note that we will only score against the sift and interview criteria and not the essential and desirable information below.
- Experience of working within a busy customer service-based environment.
- Good analytical skills.
- Good communication skills, both verbal and written, with the ability to convey technical updates to non-technical stakeholders.
- Good organisational and multitasking skills
- Behaviours
- We'll assess you against these behaviours during the selection process:
- Managing a Quality Service
- Working Together
- Technical skills
- We'll assess you against these technical skills during the selection process:
- Knowledge of Technology Incident procedures, based around ITIL guidelines.
- Experience working with Windows 11 Microsoft SCCM, Active Directory, Exchange and the M365 suite of applications.
- Hands-on knowledge of troubleshooting common hardware and software faults.
- Basic knowledge of common IT Security principals.
- Ideally familiar with using ITSM tooling for logging, tracking and updating incidents.
- #J-18808-Ljbffr
Incident Coordinator in Taunton employer: UK Hydrographic Office
The UK Hydrographic Office (UKHO) is an exceptional employer, offering a dynamic work environment that champions data-driven decision-making and innovation. With a strong focus on employee growth, the company provides opportunities for professional development within a collaborative culture that values diverse perspectives. Located in Taunton, the hybrid working model allows for flexibility while contributing to critical maritime safety and defence initiatives, making it a rewarding place to advance your career as a Senior Data Architect.
StudySmarter Expert Advice🤫
We think this is how you could land Incident Coordinator in Taunton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at UK Hydrographic Office. 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 UK Hydrographic Office 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 Incident Coordinator in Taunton
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 UK Hydrographic Office:Your cover letter is your chance to shine! Tell us why you want to work at UK Hydrographic Office 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 UK Hydrographic Office!
How to prepare for a job interview at UK Hydrographic Office
✨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.
