IT Service Desk & 1st Line Support Officer position

[Sapra]

Hi

I have recently applied for the position of IT Service Desk & 1st Line Support Officer position with West Midlands Trains. I have been successfully invited for the first part which is a video interview. I just want to know if anyone has done anything similar that can give me any hints or tips. I really want this position. I've been a senior conductor (guard) for WMT and been on the railway for 15 years. Ive got a lot of past experience in IT and I know I'm up against alot of candidates with upto date and more experience and qualifications. I hope someone reaches out to me I have till Sunday to do this interview. I know this thread is mostly for drivers and guard roles but please someone help me. Thank you very much. I really appreciate you for even taking the time to read this.

Taj

 

[Horizon22]

I'm afraid I don't think there will be much experience on these forums of IT rail roles. But being proactive, methodical, able to troubleshoot (perhaps use your train crew expertise here) and patient will all probably be beneficial.

All the best for the video interview!

 

[pdq]

I've recruited to IT roles: 2nd/3rd line rather than 1st but the principle's the same. There's likely to be a question on communication skills (think avoiding jargon, explaining clearly to users who may not be IT literate), customer service (doesn't need to be an IT answer), problem solving, etc. I also want to employ someone who's curious about what's under the bonnet of software - so really learning how it works so you can explain it clearly to others.
If you're able to find out what software packages you might be supporting, then look them up, so you can mention something relevant in your answers - again this shows your curiosity.
Also, look up ITIL - will be a good question to ask the interviewers if you can take the course. Shows a desire to learn and get better.

 

[Sapra]

Thank you both for your advice and guidance. I did complete it and will await for the decision.