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- Tasks: Join us as a Service Desk Analyst, providing essential technical support and resolving IT-related incidents.
- Company: Peregrine builds meaningful partnerships, delivering flexible solutions for diverse resourcing needs.
- Benefits: Enjoy standard benefits, a supportive culture, and opportunities for professional growth.
- Why this job: Be part of a dynamic team that values fresh ideas and social impact while enhancing your tech skills.
- Qualifications: Strong problem-solving skills, proficiency in ticketing systems, and experience in IT support are essential.
- Other info: We celebrate diversity and inclusion, fostering a workplace that reflects various cultures and backgrounds.
The predicted salary is between 24000 - 36000 £ per year.
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Join us as a Service Desk Administrator.
At Peregrine, we’re always seeking Specialist Talent that have the ideal mix of skills, experience, and attitude, to place with our vast array of clients. From Business Analysts in large government organisations to Software Developers in the private sector – we are always in search of the best talent to place, now.
How Specialist Talent Works:
At Peregrine, we find the best talent for our clients. As a permanent employee of Peregrine, with access to all our standard benefits, you will be deployed across our portfolio of clients as a specialist consultant, working on a wide array of complex projects across multiple industries.
The Role:
We are seeking a proactive and customer-focused Service Desk Administrator to join our Service Management team. In this role, you will deliver prompt and professional solutions for customer requests and be the first point of contact for our internal and external users, providing essential technical support. You will receive, triage, and resolve a wide range of IT-related incidents and service requests, ensuring a smooth and efficient user experience. Your ability to communicate effectively, diagnose issues, and escalate appropriately will be crucial to your success.
Responsibilities:
- Receive and log all incoming incidents and service requests through various channels (phone, email, ticketing system).
- Provide first-line support to users, attempting to resolve issues at Level 1.
- Diagnose and troubleshoot hardware, software, and network issues.
- Escalate complex incidents to Level 2 and 3 support teams, providing detailed information.
- Track and monitor incidents, ensuring timely resolution and communication with users.
- Maintain accurate records of all support activities in the ticketing system.
Service Request Management:
- Process and fulfil service requests, such as password resets, software installations, and account creations.
- Ensure adherence to service level agreements (SLAs) for response and resolution times.
- Provide clear and concise instructions to users on how to resolve common issues.
User Management:
- Manage user access and permissions within the Service Desk system.
- Create and update user accounts.
- Define roles and access controls.
- Ensure proper authentication mechanisms are in place.
Change Management:
- Handle change management activities within Service Desk.
- Track changes within the platform.
- Evaluate potential risks associated with changes.
- Ensure proper approvals are obtained before implementing changes.
Knowledge Management:
- Contribute to the development and maintenance of a knowledge base, documenting common issues and solutions.
- Stay up-to-date with the latest IT technologies and best practices.
- Share knowledge and expertise with other team members.
Customer Service:
- Communicate effectively with users, providing clear and concise updates on incident and service request status.
- Always maintain a professional and courteous manner.
- Gather customer feedback to improve support.
Level 2 Support:
- Perform more in-depth troubleshooting than Level 1, including remote desktop support and more in-depth software and hardware diagnosis.
- Assist with software deployments and updates.
- Troubleshoot network connectivity issues.
- Proactively identify opportunities for process improvements and optimizations within the Service Desk environment.
Skills & Experience:
You’ll have a demonstrable passion for delivery with the following skills or proven experience in:
Problem-Solving & Analytical Skills:
- Strong analytical and problem-solving skills
- Excellent troubleshooting and problem-solving skills
- Ability to troubleshoot system issues, investigate, and recommend permanent solutions and workarounds.
Communication & Interpersonal Skills:
- Good communication and interpersonal skills
Technical Proficiency:
- Proficiency in using ticketing systems (e.g., Jira Service Management, ServiceNow)
- Strong knowledge of Windows and/or macOS operating systems
- Understanding of basic networking concepts
Service Management Expertise:
- Knowledge of ITIL best practices
- Expertise in Service Desk delivery best practices
- Expertise in Service Desk configuration, administration, and usage
- Strong understanding of IT service management principles
- Experience in ITSM processes and workflows
- Proven experience in a Service Desk or IT support role.
About us:
At Peregrine, we see beyond the immediate and look to the horizon. We build lasting, meaningful partnerships with our clients, and deliver flexible solutions for every resourcing need, both now and in the future. Together, we help our clients to engage, develop and harness the skills they need to achieve and grow the workforce they want. We have a range of benefits you will receive alongside your salary.
Our culture:
At Peregrine we embrace fresh ideas, and we love learning fast. Our solutions are trusted and established, so we have the confidence of knowing we have a solid foundation. We rely on openness and honesty, and we’re always ready to help each other out. And we believe that our work can benefit society – whether it’s finding the digital talent of the future or being a driver for social mobility.
Our commitment to diversity:
At Peregrine, we’re proudly committed to championing diversity and inclusion, with company-wide initiatives to drive greater social mobility and reduce our environmental impact. Our teams represent a huge breadth of cultures, languages, and ethnicities, and over 20 different nationalities. We also employ candidates from a range of educational and socioeconomic backgrounds. Our partnerships with numerous charities ensure that we can stay well-informed and continue to improve our practices for the future. It reflects in the way we recruit for our clients as we assist them in becoming more diverse.
Seniority level
-
Seniority level
Mid-Senior level
Employment type
-
Employment type
Full-time
Job function
-
Job function
Administrative
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Industries
Defense and Space Manufacturing
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Service Desk Analyst employer: Peregrine
Contact Detail:
Peregrine Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Familiarise yourself with common ITIL best practices, as this role heavily relies on service management principles. Understanding these concepts will not only help you in interviews but also demonstrate your commitment to the field.
✨Tip Number 2
Brush up on your technical skills, especially with ticketing systems like Jira Service Management or ServiceNow. Being able to discuss your experience with these tools can set you apart from other candidates.
✨Tip Number 3
Practice your communication skills, as effective communication is key in a Service Desk Analyst role. Consider role-playing scenarios where you explain technical issues to non-technical users to enhance your clarity and confidence.
✨Tip Number 4
Network with current or former Service Desk Analysts to gain insights into the role and the company culture at Peregrine. This can provide you with valuable information that you can use during your interview to show your genuine interest.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Service Desk Analyst role. Focus on your problem-solving abilities, technical proficiency, and any previous IT support roles you've held.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your proactive approach to problem-solving. Mention specific examples of how you've successfully resolved IT issues in the past.
Highlight Technical Skills: Emphasise your familiarity with ticketing systems like Jira or ServiceNow, as well as your knowledge of Windows and macOS. If you have experience with Javascript, HTML, or networking concepts, make sure to include that too.
Showcase Communication Skills: Since effective communication is key in this role, provide examples in your application of how you've communicated complex technical information clearly to non-technical users. This will demonstrate your interpersonal skills.
How to prepare for a job interview at Peregrine
✨Showcase Your Problem-Solving Skills
As a Service Desk Analyst, your ability to troubleshoot and resolve issues is key. Prepare examples of past experiences where you successfully diagnosed and solved technical problems, highlighting your analytical skills.
✨Demonstrate Excellent Communication
Effective communication is crucial in this role. Practice explaining complex technical concepts in simple terms, as you'll need to convey information clearly to users who may not be tech-savvy.
✨Familiarise Yourself with ITIL Practices
Understanding ITIL best practices will give you an edge. Brush up on your knowledge of service management principles and be ready to discuss how you've applied these in previous roles or how you would in this position.
✨Prepare for Technical Questions
Expect questions related to ticketing systems and troubleshooting techniques. Review common issues related to Windows and macOS operating systems, and be ready to demonstrate your technical proficiency during the interview.
