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- Tasks: Provide top-notch support to clients and resolve issues efficiently.
- Company: Join a dynamic team dedicated to exceptional customer service in tech.
- Benefits: Enjoy flexible working options and opportunities for professional growth.
- Why this job: Be part of a supportive culture that values teamwork and customer satisfaction.
- Qualifications: Technical skills and certifications are essential; strong communication is a must.
- Other info: Ideal for tech-savvy individuals looking to kickstart their career in IT.
The predicted salary is between 28800 - 43200 £ per year.
The 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 a 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.
Service Desk Engineer employer: Zenzero
Contact Detail:
Zenzero Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Engineer
✨Tip Number 1
Familiarise yourself with common service desk tools and ticketing systems. Being able to demonstrate your knowledge of these platforms during the interview can set you apart from other candidates.
✨Tip Number 2
Brush up on your technical skills relevant to the role, especially around Microsoft products and any specific technologies mentioned in the job description. Consider taking a quick online course or certification to bolster your confidence.
✨Tip Number 3
Practice your communication skills, both verbal and written. Since you'll be interacting with customers regularly, being able to convey information clearly and professionally is crucial.
✨Tip Number 4
Network with current or former Service Desk Engineers if possible. They can provide insights into the role and the company culture, which can help you tailor your approach during the interview.
We think you need these skills to ace Service Desk Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Service Desk Engineer role. Emphasise your technical capabilities, customer service experience, and any certifications you hold.
Craft a Strong Cover Letter: Write a cover letter that showcases your passion for providing exceptional customer support. Mention specific examples of how you've resolved issues in the past and how you can contribute to the team’s success.
Highlight Communication Skills: Since this role requires strong interpersonal and communication skills, ensure you provide examples in your application that demonstrate your ability to communicate effectively, both verbally and in writing.
Showcase Technical Proficiency: If you have relevant technical certifications or experience, make sure to include them in your application. Mention any tools or systems you are familiar with that would be beneficial for the Service Desk Engineer position.
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 or experiences that demonstrate your ability to handle the technical aspects of the role, such as troubleshooting and resolving issues efficiently.
✨Demonstrate Excellent Communication
Since the role involves significant customer interaction, practice articulating your thoughts clearly and professionally. Use examples from past experiences where you successfully communicated with clients or resolved conflicts.
✨Familiarise Yourself with SLAs and KPIs
Understand the importance of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) in a service desk environment. 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 enthusiasm for the role and the company, and express your desire to contribute positively to the team and customer experience.
