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- Tasks: Provide 2nd and 3rd line IT support in a fast-paced environment.
- Company: Join a leading IT services company based in Birmingham.
- Benefits: Competitive salary, full-time role, and opportunities for professional growth.
- Why this job: Be part of a dynamic team and enhance your technical skills while making an impact.
- Qualifications: Strong troubleshooting skills and experience in systems management required.
- Other info: Office-based position with a focus on collaboration and innovation.
The predicted salary is between 28000 - 46000 £ per year.
Job Title: Senior Service Desk Analyst / Engineer (Information Technology)Location: Birmingham (Office-based)Salary: £35,000 – £40,000 per annum (depending on experience)Job Type: Full-Time, Permanent About the Role:Our client, a leader in IT services, is seeking a Senior Service Desk Analyst / Engineer to join their Birmingham-based team. This critical role will provide 2nd and 3rd line support within a busy service/helpdesk team, ensuring all IT, communications, and freight-related systems are supported efficiently. The ideal candidate will have strong technical expertise in troubleshooting, systems management, and a keen eye for detail, contributing to the smooth operation of the company’s infrastructure. Key Responsibilities: Deliver 2nd and 3rd line support within an ITIL-based service desk environment, ensuring all processes are followed and incidents are resolved effectively. Act as a single point of contact for users, handling a wide range of technical requests and system outages. Provide 1st Line Support by logging incidents and requests into the service desk system when required. Offer 2nd Line Support by managing service desk tickets escalated from the front-line support team. Handle 3rd Line Support, including networking tasks and project work. Escalate incidents and requests as required, working closely with the Service Desk and Development teams. Deploy, configure, and maintain softwa…
Senior service desk analyst employer: In Technology Group Limited
Contact Detail:
In Technology Group Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior service desk analyst
✨Tip Number 1
Make sure to familiarize yourself with ITIL principles, as this role emphasizes working within an ITIL-based service desk environment. Understanding these processes 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 technical troubleshooting skills, especially in areas related to 2nd and 3rd line support. Be prepared to discuss specific examples of how you've resolved complex technical issues in previous roles during your conversations with us.
✨Tip Number 3
Highlight your experience with service desk tools and ticketing systems. Being able to articulate your familiarity with these platforms will show that you're ready to hit the ground running and can manage service desk tickets effectively.
✨Tip Number 4
Demonstrate your ability to work collaboratively with both users and technical teams. Share examples of how you've acted as a single point of contact in past roles, as this is crucial for ensuring smooth communication and incident resolution in our team.
We think you need these skills to ace Senior service desk analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, particularly in 2nd and 3rd line roles. Include specific examples of troubleshooting and systems management to demonstrate your technical expertise.
Craft a Strong Cover Letter: Write a cover letter that addresses the key responsibilities mentioned in the job description. Explain how your skills align with the requirements and express your enthusiasm for the role and the company.
Showcase ITIL Knowledge: Since the role is within an ITIL-based service desk environment, mention any relevant ITIL certifications or training you have completed. Provide examples of how you've applied ITIL principles in previous roles.
Proofread Your Application: Before submitting, carefully proofread your application materials. Check for spelling and grammatical errors, and ensure that all information is clear and concise. A polished application reflects attention to detail, which is crucial for this role.
How to prepare for a job interview at In Technology Group Limited
✨Showcase Your Technical Expertise
Be prepared to discuss your technical skills in detail. Highlight your experience with troubleshooting, systems management, and any specific technologies relevant to the role. Providing examples of past challenges you've overcome can demonstrate your capability.
✨Understand ITIL Framework
Since the role involves working in an ITIL-based service desk environment, familiarize yourself with ITIL principles. Be ready to explain how you have applied these principles in previous roles, particularly in incident management and service delivery.
✨Demonstrate Problem-Solving Skills
Prepare to discuss specific instances where you successfully resolved complex technical issues. Use the STAR method (Situation, Task, Action, Result) to structure your responses, showcasing your analytical thinking and problem-solving abilities.
✨Communicate Clearly and Effectively
As a Senior Service Desk Analyst, you'll be the point of contact for users. Practice explaining technical concepts in simple terms, as you may need to assist non-technical users. Good communication skills are essential for this role.
