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For Companies At a Glance
- Tasks: Support users with IT issues via phone, email, and remote sessions.
- Company: Join a thriving IT services company in Worthing, Sussex.
- Benefits: Competitive salary of £26-29K plus benefits and a supportive work environment.
- Why this job: Gain hands-on experience in IT support while working in a collaborative team culture.
- Qualifications: Experience in 1st line IT support and strong communication skills required.
- Other info: Opportunity for growth in an ITIL framework and a chance to learn from experts.
The predicted salary is between 26000 - 29000 £ per year.
Overview
Job Title: IT Service Desk Analyst /1st & 2nd Line Support (System Migration)
Location: Worthing, Sussex
Day rate: £170 per day, payable to Ltd Company (Outside IR35) or Umbrella
Duration: 2 months initially
Pay frequency: Weekly
Start date: ASAP
Standard hours: Mon-Fri, 8 hours per day – 8am-4pm / 9am-5pm / 10am-6pm
Company: We are assisting a dynamic company who are searching for several IT Service Desk Analysts who are comfortable providing technical support to a large userbase within a corporate environment. This Service Desk Analyst role will best suit professionals who possess system migration support or application support experience and ideally have operated in a 1st and/or 2nd line support capacity in a project environment.
Main Duties
- Liaise with users via phone, remote sessions, video conferencing and email to assist with 1st and 2nd line technical issues
- Provide IT Service Desk Analyst / 1st & 2nd Line Support and triage tickets to senior support & 3rd line support teams
- Software support for laptops and desktops
- Complete online and email ticket requests with a high level of diligence
- Respond to user requests and assist and teach users where appropriate
- Perform troubleshooting and fault diagnostics
- Provide excellent customer service at all times and offering empathy and patience to the users
- Take accountability and ownership for all assigned tickets
- Answer telephone calls in a professional, confident and timely manner, with a strong focus on first time fixes
Key Skills & Competencies
- Previous experience operating as an IT Service Desk Analyst / 1st or 2nd Line Support / Technical Support role
- Experience of supporting projects, ideally migrations and/or applications
- Experience of using an ITSM tool
- Competent at identifying and fixing desktop hardware & software issues
- Basic networking and general fault diagnosis
- Customer service experience and strong communication skills
- Ability to explain step by step instructions on a call and hand hold users with great customer service and empathy to the situation
- A team player who is self-motivated, enthusiastic, and keen to learn
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IT Service Desk Analyst employer: Solutions Through Knowledge
Contact Detail:
Solutions Through Knowledge Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Analyst
✨Tip Number 1
Familiarise yourself with ITIL best practices, as this role requires working within an ITIL framework. Understanding the principles of IT service management will not only help you in interviews but also demonstrate your commitment to quality service.
✨Tip Number 2
Brush up on your technical skills related to desktop hardware and software issues. Being able to quickly identify and resolve common problems will set you apart during practical assessments or discussions with the hiring team.
✨Tip Number 3
Showcase your customer service experience by preparing examples of how you've effectively communicated with users in previous roles. Highlighting your ability to empathise and provide support will resonate well with the interviewers.
✨Tip Number 4
Demonstrate your proactive approach by discussing any initiatives you've taken in past roles to improve service delivery or user satisfaction. This will illustrate your commitment to continual improvement, which is a key aspect of the role.
We think you need these skills to ace IT Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in 1st and 2nd line IT support. Include specific examples of how you've provided customer service and resolved technical issues, particularly within an ITIL framework.
Craft a Strong Cover Letter: Write a cover letter that showcases your enthusiasm for the role and the company. Mention your experience with Active Directory, troubleshooting, and any ITIL knowledge you have. Be sure to express your commitment to providing excellent customer service.
Highlight Key Skills: In your application, emphasise key skills such as communication, time management, and teamwork. Provide examples of how you've demonstrated these skills in previous roles, especially in a technical support context.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in an IT support role.
How to prepare for a job interview at Solutions Through Knowledge
✨Showcase Your Technical Skills
Be prepared to discuss your experience with 1st and 2nd line support, particularly in relation to hardware and software issues. Highlight specific examples where you've successfully resolved technical problems, as this will demonstrate your capability to handle the responsibilities of the role.
✨Emphasise Customer Service Experience
Since the role requires excellent customer service skills, share instances where you've provided outstanding support. Discuss how you handled difficult situations with empathy and patience, as this will show that you can maintain a positive attitude while assisting users.
✨Familiarise Yourself with ITIL Practices
Understanding the ITIL framework is crucial for this position. Brush up on ITIL principles and be ready to explain how you've applied them in previous roles. This will demonstrate your commitment to quality standards and continual service improvement.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Practice articulating your thought process when troubleshooting issues, as this will help interviewers gauge your analytical skills and ability to work under pressure.
