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- Tasks: Provide first-line technical support and manage incidents for end-users.
- Company: Join a dedicated IT service team in Leicester, focused on exceptional support.
- Benefits: Enjoy a salary of £27,000 plus comprehensive healthcare and professional development opportunities.
- Why this job: Make a real impact by enhancing service quality and user satisfaction in a collaborative environment.
- Qualifications: Strong knowledge of ITIL frameworks and excellent communication skills are essential.
- Other info: We celebrate diversity and encourage applications from all qualified individuals.
The predicted salary is between 16200 - 19800 £ per year.
Job Title: Service Desk Analyst
Location: Leicester, UK
Salary: £27,000 + Excellent Benefits
Why Apply?
Are you passionate about providing top-tier technical support? As a Service Desk Analyst, you\’ll be a key part of the dedicated IT service team, delivering exceptional support across the organisation. This permanent role offers a unique opportunity to enhance service operations, support compliance, and ensure customer satisfaction.
Service Desk Analyst Responsibilities
- Technical Support: Provide first-line technical support to end-users, ensuring issues are resolved efficiently and effectively.
- Process Adherence: Follow established processes to ensure service quality and user satisfaction.
- Stakeholder Communication: Maintain clear communication with stakeholders regarding service performance and any issue escalations.
- User Training and Support: Assist in user onboarding and provide guidance to promote self-service and reduce recurring issues.
- Incident and Request Management: Manage incidents, problems, and requests in line with service level expectations, ensuring timely resolution and prioritisation.
Service Desk Analyst Requirements
Essential:
- Strong knowledge of ITIL or similar ITSM frameworks (incident, problem, and change management).
- Familiarity with KPIs, SLAs, and reporting tools to evaluate service performance.
- Excellent verbal and written communication skills.
- Good understanding of enterprise IT systems.
- Self-driven with a strong sense of urgency and accountability.
Desirable:
- ITIL v4 certification.
- Experience in service metrics reporting
What\’s in it for Me?
- Salary up to £27,000 base.
- Professional Development: Access to ongoing training and career growth opportunities.
- Benefits: Comprehensive healthcare packages and additional employee benefits.
- Work Environment: Based at our Leicester Head Office within a supportive and collaborative IT team.
- Impactful Role: Contribute to improving service desk operations and enhancing service quality.
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, or age.
Fruition IT | Service Desk Analyst employer: Fruition IT
Contact Detail:
Fruition IT Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Fruition IT | Service Desk Analyst
✨Tip Number 1
Familiarize yourself with ITIL frameworks, especially incident and problem management. This knowledge will not only help you understand the role better but also demonstrate your commitment to service excellence during the interview.
✨Tip Number 2
Brush up on your communication skills. As a Service Desk Analyst, you'll need to communicate effectively with both technical and non-technical stakeholders, so practice explaining complex concepts in simple terms.
✨Tip Number 3
Prepare examples of how you've handled incidents or requests in previous roles. Being able to share specific experiences will showcase your problem-solving abilities and your understanding of service level expectations.
✨Tip Number 4
Research StudySmarter's current service desk operations and think about how you can contribute to improving them. Showing that you’ve done your homework will impress the hiring team and highlight your proactive approach.
We think you need these skills to ace Fruition IT | Service Desk Analyst
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Service Desk Analyst position. Understand the key responsibilities and requirements, especially the importance of ITIL knowledge and communication skills.
Tailor Your CV: Customize your CV to highlight relevant experience in technical support, incident management, and any familiarity with ITIL or ITSM frameworks. Use specific examples that demonstrate your problem-solving abilities and communication skills.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for providing exceptional technical support. Mention how your skills align with the responsibilities listed in the job description, particularly in user training and stakeholder communication.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a Service Desk Analyst.
How to prepare for a job interview at Fruition IT
✨Show Your Technical Knowledge
Be prepared to discuss your understanding of ITIL frameworks and how they apply to incident and problem management. Highlight any relevant experiences where you successfully resolved technical issues.
✨Communicate Clearly
Since excellent communication skills are essential for this role, practice articulating your thoughts clearly. Be ready to explain complex technical concepts in simple terms, as you may need to communicate with non-technical stakeholders.
✨Demonstrate Your Problem-Solving Skills
Prepare examples of past incidents you've managed, focusing on how you prioritized tasks and ensured timely resolutions. This will showcase your ability to handle pressure and maintain service quality.
✨Express Your Commitment to Continuous Improvement
Discuss your enthusiasm for professional development and how you stay updated with industry trends. Mention any training or certifications you are pursuing, such as ITIL v4, to show your dedication to enhancing your skills.
