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- Tasks: Provide first-line technical support and resolve IT issues for users.
- Company: Join a leading company transforming UK businesses with digital technologies.
- Benefits: Enjoy hybrid work, a supportive culture, and opportunities for professional growth.
- Why this job: Perfect for tech enthusiasts wanting to make an impact while developing their skills.
- Qualifications: Experience in technical support, familiarity with Microsoft 365, and strong communication skills required.
- Other info: Bonus points for Azure exposure and ITIL certification!
The predicted salary is between 28000 - 30000 £ per year.
A leading force in helping organisations across the UK embrace digital technologies to modernise how they work. Through cutting-edge infrastructure, cloud platforms, cybersecurity, data management, and collaboration tools, they support businesses in achieving their digital transformation goals.
With a recent internal promotion, there is now an exciting opportunity for a Support Analyst to join the growing Service Desk team.
Role & ResponsibilitiesIn this position, you will act as the first point of contact for technical assistance, supporting users with a range of IT-related issues. You will play a key part in diagnosing problems, providing solutions, and escalating more advanced issues when necessary. Your ability to communicate clearly and deliver high-quality support will be essential to maintaining strong client relationships.
- Deliver front-line technical support through phone, email, and messaging platforms
- Diagnose and resolve common IT issues across hardware, software, and networking
- Keep clear, accurate records of support activities using IT service management tools
- Escalate unresolved or complex incidents to the appropriate technical teams
- Keep users updated throughout the resolution process
- Collaborate with colleagues to ensure effective problem-solving and knowledge sharing
You will bring experience in a technical support or service desk role, ideally in a fast-paced or MSP environment. You should be comfortable managing multiple tickets, using service desk software, and communicating technical solutions clearly to non-technical users. Most importantly, you will be passionate about continuous learning and delivering outstanding service.
- Background in 1st line IT support or similar technical helpdesk environment
- Good familiarity with Microsoft 365 (Teams, Outlook, SharePoint, etc.)
- Comfortable working with ITSM systems to manage incidents and requests
- Solid understanding of ITIL principles and service desk best practices
- Strong interpersonal skills - calm, clear, and professional under pressure
- Self-starter with excellent time management and problem-solving ability
- Exposure to Microsoft Azure environments
- ITIL certification
- Hands-on experience with 2nd line support tasks
This company offers more than just a job - they offer a chance to grow. With a workplace culture that values curiosity, development, and collaboration, you will be encouraged to stretch your skills and achieve your professional goals. You will join a friendly and forward-thinking team where your contribution truly matters.
If you are looking to develop your IT career in a role that combines technical challenge with meaningful customer interaction, this could be the perfect move.
Service Desk Support Analyst (York) employer: Placed
Contact Detail:
Placed Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Support Analyst (York)
✨Tip Number 1
Familiarise yourself with the specific ITSM tools mentioned in the job description. If you have experience with similar systems, be ready to discuss how you've used them effectively in past roles.
✨Tip Number 2
Brush up on your knowledge of Microsoft 365 applications, especially Teams and SharePoint. Being able to demonstrate your proficiency in these tools during an interview can set you apart from other candidates.
✨Tip Number 3
Prepare examples of how you've handled multiple support tickets in a fast-paced environment. Highlighting your time management skills and ability to prioritise tasks will show that you're well-suited for this role.
✨Tip Number 4
Research the company’s approach to digital transformation and be ready to discuss how your skills align with their goals. Showing genuine interest in their mission can make a positive impression during your interview.
We think you need these skills to ace Service Desk Support Analyst (York)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical support or service desk roles. Emphasise your familiarity with Microsoft 365 and any ITIL principles you've applied in previous positions.
Craft a Compelling Cover Letter: In your cover letter, express your passion for continuous learning and delivering outstanding service. Mention specific examples of how you've successfully resolved IT issues and maintained strong client relationships.
Showcase Your Communication Skills: Since clear communication is key in this role, consider including a brief section in your application that demonstrates your ability to explain technical solutions to non-technical users. This could be a short anecdote or example.
Highlight Problem-Solving Abilities: Use your application to illustrate your problem-solving skills. Provide examples of how you've managed multiple tickets or escalated complex issues effectively in past roles, showcasing your ability to work under pressure.
How to prepare for a job interview at Placed
✨Showcase Your Technical Knowledge
Be prepared to discuss your experience with IT support, particularly in a service desk role. Highlight your familiarity with Microsoft 365 and any ITSM systems you've used, as this will demonstrate your capability to handle the technical aspects of the job.
✨Demonstrate Communication Skills
Since you'll be the first point of contact for users, it's crucial to show that you can communicate technical solutions clearly to non-technical users. Practice explaining common IT issues in simple terms to convey your ability to maintain strong client relationships.
✨Emphasise Problem-Solving Abilities
Prepare examples of how you've diagnosed and resolved IT issues in the past. Discuss your approach to managing multiple tickets and how you prioritise tasks, as this will showcase your time management skills and ability to work under pressure.
✨Express Your Passion for Continuous Learning
The company values curiosity and development, so be sure to convey your enthusiasm for learning new technologies and improving your skills. Mention any relevant certifications or training you've pursued, such as ITIL certification, to reinforce your commitment to professional growth.
