At a Glance
- Tasks: Resolve challenging tech issues and support clients with top-notch service.
- Company: Join a leading Managed Services Provider with a focus on innovation.
- Benefits: Enjoy competitive pay, flexible work options, and ongoing training opportunities.
- Other info: Dynamic role with opportunities for growth and learning in a collaborative environment.
- Why this job: Make a real difference by helping clients and mentoring fellow engineers.
- Qualifications: 3+ years in tech support, strong troubleshooting, and team leadership skills.
The predicted salary is between 40000 - 50000 £ per year.
The Senior Service Desk Engineer role is critical to ensure the effective and continuous provision of service desk support to clients. You will be responsible for resolving technically challenging, time sensitive, and VIP tickets in accordance with agreed KPIs and SLAs. You will provide coaching and mentoring of Service Desk Engineers and deputise for the Service Desk Team Leader, as required. You will communicate with customers, using appropriate channels, whilst ensuring all communications, ticket notes and time entries meet our quality standards.
Tasks:
- Action technically demanding, time sensitive, and VIP tickets.
- Ensure that tickets are dealt with according to SLA, whilst considering customer urgency and their wider needs.
- Assist with coaching and mentoring the Service Desk Engineers.
- Act as an escalation point for the Service Desk Engineers.
- Assist the Service Desk Team Leader where required.
- Ensure all tickets are accurately logged and have all required detail before accepting escalation.
- Ensure adherence to performance targets including SLAs and KPIs.
- Take ownership of logged tickets, tracking the progress of all calls/ticket updates and follow-up with the customer to ensure that they are satisfied with the resolution.
- Follow processes to ensure that a high quality of service is provided, at all times.
- Build good working relationships within the Service Desk team(s), the Service Engineering department, and the wider organisation.
Secondary tasks include:
- Assist in planned and unplanned service disruptions.
- Help maintain the accuracy and relevance of support documentation and guides.
- Understand the business and its objectives.
Responsibilities:
- Ensure that information and time entries are accurately recorded in the service management tool both before starting work and before escalating and completing a ticket.
- Maintaining the successful operation of the service desk, according to the agreed KPIs and SLAs.
- Monitor, moderate and create process documents and regularly check for adherence to these processes.
- Co-ordinate with other teams and third parties to ensure that service outages or other activities are correctly communicated to the business or affected users.
- Work with the Service Assurance team to ensure Change Control and Problem Management processes are followed.
- Represent the Service Desk at knowledge transfer sessions.
- Assist with staff training and business awareness.
- Be aware of organisational changes that might impact the Service Desk.
- Plan and prioritise work to ensure that deadlines and targets are met.
- Identify potential areas for improvement.
- Involve and seek feedback from stakeholders.
- You may on occasion be required to work on customer sites.
Key Skills:
- Working for a Managed Services Provider (MSP, or MSSP), for at least 3 years, in a technical capacity.
- Knowledge and technical understanding of Microsoft 365, Azure, Active Directory, Intune, MS Office, Win11, Mac OS, Malware, Security fundamentals (e.g. anti-virus, Phishing, IP Spoofing).
- Experience using ConnectWise, or another ITSM tool, e.g. ServiceNow, Remedy, or Autotask.
- Operational understanding and experience working in ITIL aligned environment(s), including understanding of SLA’s incident Management, Service Request Fulfilment and Change Management.
- Ability to demonstrate excellent troubleshooting skills.
- Ability to demonstrate strong team working and team leadership skills.
- Project work at mid-level.
Qualifications:
- AWS Cloud Practitioner
- CCNA
- CompTIA Security+
- ITIL Foundation
- MS Certified: Azure Fundamentals or Administrator
Senior Service Desk Engineer in Slough employer: Zenzero
As a Senior Service Desk Engineer, you will thrive in a dynamic and supportive work environment that prioritises employee growth and development. Our company fosters a collaborative culture where your expertise is valued, and you will have the opportunity to mentor others while tackling technically challenging issues. Located in a vibrant area, we offer competitive benefits and a commitment to maintaining a high standard of service, ensuring that you can make a meaningful impact in your role.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Service Desk Engineer in Slough
✨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 Zenzero 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 Zenzero 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 Zenzero!
✨Direct Apply to Zenzero
Let's not forget to apply directly through the Zenzero 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 Senior Service Desk Engineer in Slough
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 Zenzero.
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 Zenzero. 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 Zenzero
✨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.
