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- Tasks: Provide top-notch IT support to customers via phone, email, and remote assistance.
- Company: Join a dynamic team dedicated to delivering exceptional customer service in the tech industry.
- Benefits: Enjoy remote work flexibility and a supportive work culture with growth opportunities.
- Why this job: Be part of a proactive team that values your input and fosters personal development.
- Qualifications: Must have excellent communication skills and at least 1 year of IT support experience.
- Other info: Ideal for tech-savvy individuals looking to make an impact in a global setting.
The predicted salary is between 28800 - 43200 £ per year.
To provide initial point of contact and support to customers, assisting them with IT hardware and software problems via phone, email or remote assistance. To provide technical support; answering support queries via phone, email & self service. To maintain a high degree of customer service for all support queries, adhering to all service management principles (Incident Management Process). To take ownership of user incidents and be proactive when dealing with user issues. To log all calls on the Service Desk toolset. To capture accurate and truthful information from users on all incidents & requests, ensuring CI relationships are highlighted (Asset Management). Respond to requests from users and help them resolve hardware or software requirements. Support users in the use of IT equipment by providing necessary guidance and advice. To escalate more complex calls having captured all relevant information in the ticket.
Location: Overseas (remote working)
Status: Permanent, Full Time
Key Accountabilities:
- Supporting users via remote assistance, providing a high level of resolution at first contact
- To maintain a high degree of customer service for all support queries, adhering to all service management principles (Incident Management Process)
- To take ownership of user incidents and be proactive when dealing with user issues
- To log all calls on the Service Desk toolset, maintaining a log of any software or hardware problems detected
- To capture accurate and truthful information from users on all incidents & requests, ensuring CI relationships are highlighted (Asset Management)
- Respond to requests from users and help them resolve hardware or software requirements
- Support users in the use of IT equipment by providing necessary guidance and advice
- To escalate more complex calls having captured all relevant information in the ticket
- To work with 3rd party technical support where incidents or requests require
- To highlight trends and major incidents to 1st line team leader immediately
Measures:
- Meet service level targets for creation, resolution and closure of service desk calls on a monthly basis
- Maintain an acceptable level of service to the customers and business
- Meeting SLA’s as agreed within yearly objectives (calls logged/resolved, Answer rate/Abandon etc)
- Consistent and reliable service delivered against all types of incidents & service requests
- To correctly categorise incidents and set applicable priorities by impact vs severity
- Consistent approach to all service desk calls
- Ability to escalate complex service issues
- To maintain and deliver IT knowledge and process documentation where required
Personal Specification:
- Excellent telephone & customer service manner
- Good understanding of IT hardware set-up and configuration
- Focused on quality
- Self-motivated
- Excellent interpersonal skills
- Good organisational skills to ensure that company processes and procedures are put in place
Education:
- Advantageous ITIL Foundation (v3) or similar
- Industry IT standard certification (MCP or similar)
- Minimum 1 year previous support experience within an IT support environment or similar role supporting customers
- Experience with using and troubleshooting Microsoft Office 2010 (2013) with emphasis on MS Outlook, MS Word, MS Excel and MS PowerPoint
- Experience with using and troubleshooting Windows 10/x & MacOS X
- An understanding of ITIL, ITIL’s framework and how this applies to the IT Function
- Experience in supporting Users in a Citrix Environment or remote desktop tools
Service Desk Analyst – Overseas employer: Transputec Ltd
Contact Detail:
Transputec Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst – Overseas
✨Tip Number 1
Familiarise yourself with the ITIL framework, as it's crucial for this role. Understanding how incident management processes work will help you demonstrate your knowledge during interviews.
✨Tip Number 2
Brush up on your technical skills, especially with Microsoft Office and Windows operating systems. Being able to troubleshoot these effectively will set you apart from other candidates.
✨Tip Number 3
Practice your customer service skills by simulating support scenarios with friends or family. This will help you articulate your approach to problem-solving and maintaining a high level of service.
✨Tip Number 4
Research common IT issues and their resolutions, particularly in a remote support context. Being prepared with examples of how you've handled similar situations can impress interviewers.
We think you need these skills to ace Service Desk Analyst – Overseas
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, particularly any roles where you've provided customer service or technical assistance. Emphasise your familiarity with ITIL principles and any certifications you hold.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the Service Desk Analyst role. Mention specific skills that align with the job description, such as your ability to handle user incidents proactively and your experience with remote assistance.
Showcase Technical Skills: Clearly outline your technical skills related to hardware and software troubleshooting. Include your experience with Microsoft Office, Windows, and MacOS, as well as any knowledge of Citrix environments or remote desktop tools.
Highlight Customer Service Experience: Since this role requires excellent customer service skills, provide examples from your past experiences where you successfully resolved user issues or maintained high levels of customer satisfaction. This will demonstrate your capability to meet the company's service level targets.
How to prepare for a job interview at Transputec Ltd
✨Showcase Your Customer Service Skills
Since the role involves providing support to customers, it's crucial to demonstrate your excellent telephone and customer service manner. Prepare examples of how you've successfully resolved customer issues in the past, highlighting your ability to maintain a high degree of customer service.
✨Familiarise Yourself with ITIL Principles
Understanding ITIL and its framework is essential for this position. Brush up on the Incident Management Process and be ready to discuss how you would apply these principles in real-life scenarios during the interview.
✨Prepare for Technical Questions
Expect questions related to troubleshooting IT hardware and software. Be prepared to explain your experience with Microsoft Office, Windows, and MacOS, as well as any relevant tools you've used in previous roles. This will show your technical competence and readiness for the job.
✨Demonstrate Proactivity and Ownership
The job requires taking ownership of user incidents and being proactive in resolving issues. Think of instances where you've gone above and beyond to help users or improve processes, and be ready to share these stories to illustrate your proactive approach.
