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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: Opportunity to work with multi-site clients and develop your technical expertise.
The predicted salary is between 20000 - 30000 £ 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
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 key technologies mentioned in the job description, such as Active Directory, MS Windows, and Office 365. Having hands-on experience or even just a solid understanding of these tools will help you stand out during interviews.
✨Tip Number 2
Brush up on your customer service skills, as this role requires excellent communication with clients. Consider preparing examples from your past experiences where you successfully resolved customer issues or managed expectations.
✨Tip Number 3
Research the company’s culture and values to align your responses during the interview. Understanding their approach to service delivery can help you demonstrate how you would fit into their team and contribute positively.
✨Tip Number 4
Prepare for common technical support scenarios that may be presented during the interview. Practising how you would handle specific issues can showcase your problem-solving skills and ability to work under pressure.
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, especially in 1st line support roles. Emphasise your skills with Active Directory, MS Windows, and Office 365, as these are essential for the position.
Craft a Strong Cover Letter: Write a cover letter that showcases your customer service experience and ability to work under pressure. Mention specific examples of how you've successfully resolved issues in previous roles.
Highlight Technical Skills: In your application, clearly outline your technical skills related to server, network, and desktop support. This will demonstrate your capability to handle the responsibilities listed in the job description.
Showcase Problem-Solving Abilities: Provide examples in your application that illustrate your analytical problem-solving skills. Describe situations where you took ownership of an issue and successfully resolved it, as this is crucial for 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. Be prepared to discuss your previous customer-facing experiences and how you've handled challenging situations. Highlight your ability to communicate clearly and effectively.
✨Demonstrate Technical Knowledge
Familiarise yourself with key technologies mentioned in the job description, such as Active Directory, MS Windows, and Office 365. Be ready to answer technical questions or even troubleshoot a hypothetical issue during the interview.
✨Understand SLAs and Their Importance
Since the role involves working to client Service Level Agreements (SLAs), make sure you understand what SLAs are and why they matter. You might be asked how you would manage client expectations while adhering to these agreements.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills. Think of examples from your past experiences where you took ownership of an issue and resolved it effectively, especially in a fast-paced environment.
