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- Tasks: Provide 1st Line IT support and log incidents for back-office users.
- Company: Fenwick is the UK's largest family-owned department store with a rich heritage.
- Benefits: Enjoy up to 25% discount, 33 days annual leave, and hybrid working options.
- Why this job: Join a collaborative team and make a real impact in a dynamic environment.
- Qualifications: IT experience or related study; customer service skills are essential.
- Other info: Birthday off and access to wellbeing support services.
The predicted salary is between 18000 - 26000 £ per year.
We have an exciting opportunity for a Service Desk Analyst to join our IT team, within our Fenwick Newcastle office.
What’s in it for you?
- Up to 25% discount in all Fenwick stores and fenwick.co.uk.
- 33 days annual leave (inclusive of 8 bank holidays).
- A buying holiday benefits scheme in which you are eligible to buy a further 5 days across the year.
- Your birthday off as an additional day annual leave – this can be taken any day within your birth month.
- ‘Perks’ - a great way to get Retail, Leisure & Hospitality discounts, exclusive deals, and cashback on a wide range of products.
- WeCare - 24/7 GP, wellbeing advice & support service.
- Cycle to Work scheme.
- Hybrid Working (3 days in-office and 2 days remote).
- We offer a salary of £22.6k p/a.
So, more about our IT Service Desk Analyst role…
The Service Desk team are critical in providing the business with 1st Line support to all back-office users across the UK. Working as a team, you’ll ensure all incidents and service requests are logged correctly in the IT service management tool, following initial triage. The team works closely with colleagues from all areas and support partners to help resolve incidents within agreed SLA’s.
What we are looking for in a candidate…
- IT work experience gained from a role within a business or IT-related study – (Essential)
- Experience of working on an IT Service Desk environment within ITIL framework (Desirable)
- General understanding of current technologies e.g. Windows 10, Office 365, Active Directory, Server administrator and POS.
- Excellent customer service skills
- Good analytical, problem-solving and communication skills
- Experience in capturing asset information on user devices
- Ability to assign tickets to the correct team/support partner for investigation/resolution when required
- Experience in giving 1st line support for basic POS, printing, MS Office and user connection issues
- Able to follow the Incident Management and Request Fulfilment Process
- Perform initial diagnosis on all incident reports
- ITIL Foundation certificate is advantageous
About Fenwick
Fenwick is the UK’s largest family-owned department store group with a rich heritage and history that has shaped who we are today! We are on an exciting journey of investment, looking towards a future that is every bit as bold and brilliant as what has gone before. We work collaboratively and our 2,000 strong workforce spans across our stores, our support functions including Digital, Buying & Merchandising, IT, Finance, People and Customer Service teams plus our valued restaurants and distribution centres and we are always on the lookout for talent to join our ever-growing family to exceed our customers' expectations.
Contact Detail:
Tri-County Ambulance Service, Inc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Familiarise yourself with the ITIL framework, as it's mentioned in the job description. Understanding its principles will not only help you in the interview but also demonstrate your commitment to best practices in IT service management.
✨Tip Number 2
Brush up on your knowledge of Windows 10, Office 365, and Active Directory. Being able to discuss these technologies confidently during your conversation will show that you're ready to hit the ground running.
✨Tip Number 3
Prepare examples of your previous customer service experiences, especially in IT support roles. Highlighting specific instances where you resolved issues or improved user satisfaction can set you apart from other candidates.
✨Tip Number 4
Research Fenwick's company culture and values. Showing that you align with their mission and are enthusiastic about contributing to their team can make a positive impression during your discussions.
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 IT experience, especially any roles related to service desk support. Emphasise your familiarity with technologies like Windows 10, Office 365, and Active Directory, as these are crucial for the role.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the Service Desk Analyst position at Fenwick. Mention specific skills that align with the job description, such as your customer service abilities and problem-solving skills.
Highlight Relevant Experience: When detailing your work experience, focus on any previous roles in IT service desks or similar environments. If you have experience with ITIL frameworks, make sure to mention it, as it's desirable for this position.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail, which is essential for a Service Desk Analyst.
How to prepare for a job interview at Tri-County Ambulance Service, Inc
✨Know Your IT Basics
Brush up on your knowledge of Windows 10, Office 365, and Active Directory. Being able to discuss these technologies confidently will show that you have the foundational skills needed for the role.
✨Demonstrate Customer Service Skills
Prepare examples of how you've provided excellent customer service in previous roles. The ability to communicate effectively and solve problems is crucial for a Service Desk Analyst.
✨Familiarise Yourself with ITIL Framework
If you have experience with ITIL, be ready to discuss it. If not, do some research on the framework and its processes, especially Incident Management and Request Fulfilment, as this will be important in your role.
✨Practice Problem-Solving Scenarios
Think of common IT issues you might encounter and how you would resolve them. Being able to walk through your thought process during the interview will demonstrate your analytical skills.
