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- Tasks: Provide top-notch support to clients across various platforms and resolve issues efficiently.
- Company: Join a dynamic IT services company focused on delivering exceptional customer experiences.
- Benefits: Enjoy a full-time position with opportunities for growth and skill development.
- Why this job: Be part of a collaborative team that values communication and positive customer outcomes.
- Qualifications: Technical skills and certifications in IT are essential; fluency in English is a must.
- Other info: Work closely with managers and teams to enhance service delivery and meet performance targets.
The predicted salary is between 36000 - 60000 £ per year.
Senior Service Desk Engineer
The Senior Service Desk Engineer role is critical to ensure the effective and continuous provision of service desk support to clients. You will provide exceptional standards of support to customers, across a variety of products, services, and platforms. You will work with the Lifecycle Coordinator(s) and Service Desk Manager to ensure tickets are worked on in an efficient manner and to support SLAs and provide a positive customer experience.
Responsibilities:
- Answer phone calls from end-users and work to resolve issues on first contact, where possible.
- Work on tickets assigned to you. These may have been logged via telephone, portal, booking systems, email, or chat.
- Record your work and time accurately, reflecting the effort expended. Make use of tooling to increase accuracy and timeliness of time entries.
- Communicate with customers via the appropriate channels, always ensuring that written and verbal communication is professional and meets our standards.
- Ensure appropriate adherence to performance targets including KPIs and SLAs.
- Build excellent working relationships within the Service Desk team(s), with other teams within the Managed Services Department, as well as within the wider organisation.
- Work with Team Managers, Team Leaders, and Account Managers to ensure positive outcomes for our customers.
Key Skills:
- This role requires that you can demonstrate a technical capability that is relevant to achieving the required duties and responsibilities. This may be via a Zenzero technical assessment or by holding recognised vendor certification(s).
- Pluralsight Foundation role at Average or above.
- Foundation level Microsoft certification or equivalent.
- This role requires that you demonstrate the interpersonal and communication skills required to perform the role.
- Fluent in English, both written and spoken.
Seniority level
Not Applicable
Employment type
Full-time
Job function
Information Technology
Industries
IT Services and IT Consulting
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Senior Service Desk Engineer employer: Zenzero
Contact Detail:
Zenzero Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Service Desk Engineer
✨Tip Number 1
Familiarize yourself with common service desk tools and ticketing systems. Being well-versed in these platforms will not only help you during the interview but also demonstrate your readiness to hit the ground running.
✨Tip Number 2
Brush up on your technical skills relevant to the role, especially around Microsoft certifications. If you have any vendor certifications, be prepared to discuss how they apply to the responsibilities of the position.
✨Tip Number 3
Practice your communication skills, both verbal and written. Since you'll be interacting with customers regularly, showcasing your ability to communicate professionally can set you apart from other candidates.
✨Tip Number 4
Research StudySmarter's culture and values. Understanding our approach to customer service and teamwork will help you align your answers during the interview and show that you're a great fit for our team.
We think you need these skills to ace Senior Service Desk Engineer
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Senior Service Desk Engineer position. Make sure you understand the responsibilities and key skills required, as this will help you tailor your application.
Highlight Relevant Experience: In your CV and cover letter, emphasize your previous experience in service desk support or IT roles. Be specific about your technical capabilities and any relevant certifications you hold, such as Microsoft certifications.
Showcase Communication Skills: Since the role requires strong interpersonal and communication skills, provide examples in your application that demonstrate your ability to communicate effectively with customers and team members, both verbally and in writing.
Tailor Your Application: Customize your cover letter to reflect your enthusiasm for the position and how your skills align with the company's goals. Mention your understanding of SLAs and KPIs, and how you can contribute to a positive customer experience.
How to prepare for a job interview at Zenzero
✨Showcase Your Technical Skills
Be prepared to discuss your technical capabilities in detail. Highlight any relevant certifications you hold and be ready to explain how they apply to the role of a Senior Service Desk Engineer.
✨Demonstrate Excellent Communication
Since communication is key in this role, practice articulating your thoughts clearly. Use examples from past experiences where you successfully resolved issues through effective communication with clients.
✨Understand SLAs and KPIs
Familiarize yourself with the concepts of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Be ready to discuss how you have met or exceeded these targets in previous roles.
✨Build Rapport with the Interviewers
Establish a connection with your interviewers by being personable and engaging. Show that you can build excellent working relationships, which is crucial for success in a team-oriented environment.
