Service Desk Technician - 1st Line

As a Service Desk Technician – 1st Line at IOSH, you will be responsible for providing first-level IT support to internal business users. This includes troubleshooting technical issues, configuring new and replacement equipment, managing user accounts, and documenting all support activities in the Technology Service Desk. You’ll also escalate tickets to the second-line team when necessary, ensuring the seamless resolution of issues.

To apply for the Service Desk Technician – 1st Line position at IOSH, you should have relevant experience in an IT support environment. A strong working knowledge of Microsoft applications, especially Microsoft Office 365 and Active Directory, is essential. Strong interpersonal and communication skills are also crucial, as you’ll need to communicate effectively with various colleagues.

The work schedule for a Service Desk Technician – 1st Line at IOSH typically includes 35 hours per week. You’ll work from our head office in Wigston from Monday to Thursday, with the flexibility to work from home on Fridays. This arrangement allows you to maintain a positive work-life balance while providing top-notch IT support.

IOSH offers a comprehensive benefits package for Service Desk Technicians, including hybrid working options, 25 days of annual leave (plus bank holidays), private medical insurance, a salary sacrifice pension scheme, and up to five paid volunteering days a year. Additionally, there’s an Employee Assistance Programme to support your well-being.

Key IT skills for a Service Desk Technician – 1st Line at IOSH include a good understanding of Microsoft Office 365, user account management using Active Directory, and basic IT security knowledge. Strong troubleshooting skills and the ability to adapt communication styles to different users are also paramount for success in this role.

In answering this question, provide specific examples of troubleshooting issues you've encountered in previous roles. Detail the steps you took to identify the problem, the solutions you implemented, and the outcome. Tailor your response to highlight your experience relevant to the Service Desk Technician position at IOSH.

When responding, discuss your approach to assessing the urgency and impact of each request. You can talk about using a system or criteria to prioritize tasks, ensuring that critical issues are addressed first while still providing timely support for all requests. This demonstrates your ability to manage workload effectively.

It's essential to convey complex information in a straightforward manner. In your response, give examples of how you’ve successfully communicated with non-technical users in the past, such as using analogies, visual aids, or avoiding jargon to ensure clarity. This will demonstrate your interpersonal skills essential for the Service Desk Technician role at IOSH.

Sharing a specific success story where you went above and beyond to help a user could make a strong impact. Highlight how your actions improved the user's experience and what feedback you received. This showcases your commitment to customer service, which aligns with the values of IOSH.

In your answer, focus on the specific applications within Office 365 that you’ve used, your proficiency level, and specific features you’re familiar with. This could include skills like managing shared drives, setting up Teams, or troubleshooting issues users have with the software—all relevant to your role as a Service Desk Technician at IOSH.

Be concise in your response about the importance of accurate documentation in IT support roles. Discuss how you ensure that every issue and its resolution are thoroughly recorded, and mention any tools or systems you’ve used for ticketing or documentation in previous roles, showing your organizational skills.

Discuss your coping mechanisms, such as maintaining a calm demeanor, focusing on one task at a time, or communicating effectively with your team. Providing examples of how you've managed stressful situations in the past will help convey your problem-solving skills, which are vital for the Service Desk Technician position at IOSH.

Emphasize the collaborative nature of IT support and how working as a team can enhance the user experience. Discuss experiences where you've successfully worked with others to resolve issues, showing that you value teamwork—integral at IOSH.

When answering, detail any specific tasks you've performed using Active Directory, such as managing user accounts, permissions, or handling password resets. Providing real-life examples can illustrate your familiarity with this essential tool for a Service Desk Technician at IOSH.

This is your chance to align your response with IOSH’s mission and culture. Share what excites you about the role and the company, mentioning aspects like their benefits, commitment to employee well-being, or their mission of creating a safer work-life balance, showing you've done your homework.