At a Glance
- Tasks: Provide first-level technical support and troubleshoot hardware/software issues for users.
- Company: Join Ultima, a diverse and inclusive tech company that values your unique contributions.
- Benefits: Enjoy competitive pay, a supportive team, and opportunities for professional growth.
- Other info: Flexible working hours and a collaborative environment await you!
- Why this job: Make a real difference by helping others solve their tech problems every day.
- Qualifications: 1 year of IT support experience and great customer service skills required.
The predicted salary is between 30000 - 42000 £ per year.
Location: Reading (Onsite)
Shift pattern: Monday to Friday (8 hour shifts between 7am and 7pm)
KEY ACCOUNTABILITIES / ROLE PURPOSE
This position is the first point of contact for users experiencing technical issues, providing timely and effective resolutions. The role encompasses a broad range of responsibilities, including troubleshooting hardware and software problems, maintaining user accounts, and assisting with IT-related escalations. The 1st Line IT Support Engineer collaborates closely with the IT team to deliver exceptional support and contribute to the overall objectives, KPIs and SLAs.
MAIN DUTIES AND RESPONSIBILITES
- Provide first-level technical support to end-users via various channels including phone, email, and live chat.
- Troubleshoot and resolve hardware and software issues related to desktops, laptops, printers, mobile phones, and peripherals.
- Assist users in setting up and configuring software applications, email accounts, and network connections.
- Document and prioritize user-reported incidents within the ITSM tool.
- Document and prioritize user requests within the ITSM tool.
- Ensure incidents are resolved within agreed service level agreements (SLAs) and escalate when necessary.
- Ensure requests are completed within agreed service level agreements (SLAs) and escalate when necessary.
- Identify knowledge gaps and flag them.
- Updating of knowledge articles.
- Creation of articles.
- Meet the required monthly threshold for call and ticket quality.
- Improve on problem areas once highlighted by the Quality Manager.
- Adhere to all service desk policies.
- Adhere to all Ultima policies.
- Keep up to date on all policies.
- Keep to scheduled working hours.
ESSENTIAL KNOWLEDGE, SKILLS & EXPERIENCE
- MS-900 certified.
- At least 1 year experience working within an MSP on an ITIL service desk.
- Great customer service skills.
- Ability to communicate effectively both verbally and in written format.
- An understanding of how to operate a Windows computer.
- Ability to use MS Office applications.
- Ability to multitask.
- Customer First Behaviour.
- Required to apply for DBS clearance.
DESIRED KNOWLEDGE, SKILLS & EXPERIENCE
- A basic understanding of Active Directory and Exchange admin.
- AZ-900 certified.
- SC-900 certified.
- Proficient in MS Office Suite, 2013, 2016, 0365.
- Ability to organise and plan to ensure all deadlines are met.
- Possess excellent problem-solving skills.
- Have good computer hardware and software knowledge.
- Previous experience in a service desk/support role supporting multiple locations/customers.
- Ability to work under pressure and to tight deadlines.
- Proven ability to build effective relationships with colleagues and customers, and within a team.
- Be able to contribute to individual, team and company targets and objectives.
- Be commercially minded with ability to work independently.
- Be conscientious with an attention to detail.
- Preferred experience using a Ticket Management Software, creating/updating & logging tickets.
- ITIL Foundation Certified.
KEY COMPETENCIES REQUIRED FOR ROLE
- Adaptable – able to change tact or approach to ever changing circumstances with a proven ability to prioritise and plan.
- Collaborative – you don’t operate in silos; you break them down and make connections.
- A Listener – you listen to your customers and to the Ultima people working with those customers.
- Creative – you’ll be flexible in your thinking.
- Empathetic – you can see the Customer’s perspective and Ultima’s perspective and find the middle ground.
- Challenging – sometimes the customer is right, and sometimes they are not – and you can spot the difference.
- Passionate – about delivering quality and success for your Customers.
Our Commitment to You
We’re proud to be an equal opportunity, Disability Confident employer. At Ultima, we celebrate our differences and strive to build an environment where everyone feels respected, valued, and able to succeed.
Not sure you meet every single requirement? People from underrepresented groups may be less likely to apply unless they meet every qualification. At Ultima, we’re committed to building a diverse and inclusive workplace, so even if your experience doesn’t align perfectly, we encourage you to apply. You might be exactly who we’re looking for.
Apply now, or reach out to our Talent team if you have any questions. We’re always happy to chat about how we can make work, work for you.
Service Desk Engineer in Reading employer: Ultima
Trustmarque Ultima is an excellent employer for those seeking a meaningful career in security architecture, particularly within the vibrant tech landscape. With a commitment to employee growth, a diverse working environment, and flexible benefits, we empower our team to thrive while designing secure and compliant solutions for our clients. Join us in a role that not only values your expertise but also fosters innovation and collaboration.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Engineer in Reading
✨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 Ultima 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 Ultima 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 Ultima!
✨Direct Apply to Ultima
Let's not forget to apply directly through the Ultima 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 Engineer in Reading
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 Ultima.
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 Ultima. 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 Ultima
✨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.
