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- Tasks: Provide 1st line technical support and manage customer queries effectively.
- Company: Join an award-winning IT Managed Service Provider with a dynamic team.
- Benefits: Enjoy a competitive salary, support for certifications, and excellent perks.
- Why this job: Be part of a fast-paced environment where your skills make a real impact.
- Qualifications: Experience with Active Directory, MS Windows, Office 365, and customer service required.
- Other info: Ideal for ambitious individuals looking to grow in IT support.
The predicted salary is between 20000 - 24000 £ per year.
An exciting opportunity has arisen with an award-winning IT Managed Service Provider to join as a 1st Line Support Engineer. They are looking for a dynamic and ambitious individual who prides themselves on providing a high level of delivery and expertise in their performance. The successful candidate will have experience working in a fast-paced environment, be able to work to tight deadlines and be confident in offering excellent customer service.
Role & Responsibilities:
- Responding to inbound calls effectively
- Logging customer issues, queries and requests into the internal ticket management system
- Providing 1st line Server, Network & Desktop technical support
- Conducting hardware configurations and software installations
- Managing and working to internal and customer SLAs, escalating problems when necessary
- Creating and maintaining infrastructure documentation tailored to individual clients' needs
- Taking proactive end-to-end ownership to resolve issues when they arise
- Managing client expectations through clear communication
Essential Skills & Experience:
- Active Directory
- MS Windows
- Office 365
- Customer-facing experience
- Confident working to client Service Level Agreements (SLAs)
- Experience working in a broader service delivery function
- Able to confidently support multi-site clients
- An analytical problem solver who can work autonomously
Package:
- Salary up to £30,000
- Support with Certifications
- Many more excellent benefits
Locations
Service Desk Analyst employer: Intec Select
Contact Detail:
Intec Select Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Active Directory, MS Windows, and Office 365. Being able to discuss your hands-on experience with these tools during an interview will demonstrate your readiness for the role.
✨Tip Number 2
Prepare examples of how you've successfully managed customer expectations in previous roles. Highlighting your customer service skills and ability to communicate effectively can set you apart from other candidates.
✨Tip Number 3
Research the company’s culture and values. Understanding their approach to service delivery and client management will help you align your answers during the interview, showing that you're a good fit for their team.
✨Tip Number 4
Practice common interview questions related to problem-solving and technical support scenarios. Being able to articulate your thought process when resolving issues will demonstrate your analytical skills and confidence in handling challenges.
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 in 1st line support, particularly with Active Directory, MS Windows, and Office 365. Use specific examples to demonstrate your customer-facing skills and ability to work under pressure.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for the role and the company. Mention your experience in fast-paced environments and how you meet the essential skills listed in the job description.
Highlight Problem-Solving Skills: In your application, emphasise your analytical problem-solving abilities. Provide examples of how you've successfully resolved issues in previous roles, especially in relation to technical support.
Showcase Communication Skills: Since managing client expectations is crucial, include examples of how you've effectively communicated with clients in past positions. This will demonstrate your ability to maintain clear communication as required in the role.
How to prepare for a job interview at Intec Select
✨Showcase Your Customer Service Skills
As a Service Desk Analyst, you'll be the first point of contact for clients. Make sure to highlight your previous customer-facing experience and provide examples of how you've successfully resolved issues while maintaining a positive attitude.
✨Demonstrate Technical Knowledge
Familiarise yourself with key technologies mentioned in the job description, such as Active Directory, MS Windows, and Office 365. Be prepared to discuss your hands-on experience with these tools and how you've used them to support clients in the past.
✨Understand SLAs and Their Importance
Since the role involves working to client Service Level Agreements (SLAs), it's crucial to understand what they are and why they matter. Be ready to discuss how you have managed expectations and escalated issues when necessary in previous roles.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving skills. Think of specific situations where you've had to take ownership of an issue from start to finish, and be ready to explain your thought process and the outcome.
