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- Tasks: Be the go-to person for all IT issues and requests, resolving them efficiently.
- Company: Join a dynamic team focused on delivering top-notch IT support and service improvements.
- Benefits: Enjoy a competitive salary, professional development opportunities, and a supportive work environment.
- Why this job: Make a real impact on user satisfaction while building relationships across the organization.
- Qualifications: Strong customer service skills and effective communication are essential; tech-savvy is a plus.
- Other info: This role offers a chance to grow your career in the fast-paced IT industry.
The predicted salary is between 28800 - 43200 £ per year.
As an IT Service Desk Analyst, you will be the first point of contact for all IT-related incidents and requests. Your primary responsibilities will include managing, evaluating, and resolving 1st line IT requests and faults, ensuring they are addressed to agreed standards and SLAs. You will communicate with IT users, interpret technical resolutions, and offer advice and training guidance. Building strong relationships across the organisation and with external suppliers will be key to achieving resolutions and delivering service improvements.
Provide excellent customer care via telephone, email, video conferencing, instant messaging, and in person.
Act as the first point of contact for all IT-related incidents, ensuring updates are provided to users and recorded accurately.
Assign tickets to the appropriate IT team or external team, ensuring a smooth handover of issues.
Identify and alert staff to potential or emerging IT problems using trends in incidents.
Issue and update Service Advisory Notices and announcements during system failures.
Maintain accurate IT documentation, records, and schedules, ensuring processes are current and effective.
Be an ambassador for the department, promoting excellent customer service and treating everyone with dignity and respect.
Excellent customer service skills and the ability to communicate effectively with users at all levels.
Competitive salary and benefits package.
Opportunities for professional development and career growth.
The chance to make a significant impact on the IT services and user satisfaction.
1st line support - Service Desk - IT employer: Hays
Contact Detail:
Hays Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st line support - Service Desk - IT
✨Tip Number 1
Familiarize yourself with common IT issues and their resolutions. This will help you respond quickly and effectively to user inquiries, showcasing your problem-solving skills during the interview.
✨Tip Number 2
Practice your communication skills, especially in explaining technical concepts in simple terms. Being able to convey information clearly is crucial for a role that involves interacting with users at all levels.
✨Tip Number 3
Research our company culture and values. Understanding what we stand for will help you align your answers with our expectations and demonstrate that you would be a great fit for our team.
✨Tip Number 4
Be prepared to discuss examples of how you've provided excellent customer service in the past. Highlighting specific situations where you resolved issues or improved user satisfaction will set you apart from other candidates.
We think you need these skills to ace 1st line support - Service Desk - IT
Some tips for your application 🫡
Understand the Role: Make sure you fully understand the responsibilities of an IT Service Desk Analyst. Highlight your experience in managing IT incidents and requests, and how you've ensured adherence to service standards and SLAs.
Showcase Customer Service Skills: Emphasize your excellent customer service skills in your application. Provide examples of how you've effectively communicated with users at all levels and resolved their issues promptly.
Highlight Technical Proficiency: Mention any relevant technical skills or tools you are familiar with that relate to IT support. This could include ticketing systems, documentation practices, or specific software knowledge.
Tailor Your Application: Customize your CV and cover letter to reflect the job description. Use keywords from the job listing to demonstrate that you are a perfect fit for the role and align with the company's values.
How to prepare for a job interview at Hays
✨Showcase Your Customer Service Skills
As an IT Service Desk Analyst, excellent customer service is crucial. Be prepared to share examples of how you've successfully handled customer inquiries or resolved issues in the past. Highlight your ability to communicate effectively with users at all levels.
✨Demonstrate Technical Knowledge
Familiarize yourself with common IT issues and solutions relevant to the role. During the interview, be ready to discuss your technical skills and how you would approach resolving typical 1st line support requests.
✨Emphasize Communication Skills
Since you'll be the first point of contact for IT-related incidents, strong communication skills are essential. Practice explaining technical concepts in simple terms, as you may need to guide users who are not tech-savvy.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about how you would handle specific situations, such as a system failure or a frustrated user, and be ready to articulate your thought process.
