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- Tasks: Provide IT support via a ticket-based system, resolving issues and managing communications.
- Company: Join a major IT service provider during an exciting growth phase.
- Benefits: Competitive salary up to £28,000 and on-site work in Portsmouth.
- Why this job: Great opportunity to enhance your IT skills in a dynamic environment.
- Qualifications: 1 year of 1st line IT support experience and familiarity with ticketing systems required.
- Other info: Work hours are 9AM - 5:30PM, with a focus on customer satisfaction.
The predicted salary is between 16800 - 28000 £ per year.
This is an excellent opportunity for individuals with experience providing IT support via a ticket-based system to join a growing organization at an exciting time. Our client, a major IT service provider, is setting up a new support function for a large customer. This role will involve using a ticketing system, making prior experience with similar systems crucial.
- 9AM – 17:30PM Hours
- On-site position in Portsmouth
- Salary of up to £28,000
Key Responsibilities:
- Use customer-provided tools to manage multi-channel communications from end users (phone, email, chat), documenting troubleshooting steps, resolving issues, or escalating to second-line support as needed to meet SLA targets.
- Perform initial incident triage, using troubleshooting skills and the Knowledge Base to determine the appropriate actions for a timely resolution.
- Manage pending tickets and ensure they are updated and resolved according to established procedures.
- Respond to feedback from ticket quality reviews.
- Adapt to different functions based on call/chat volume at any given time.
Required Experience/Skills:
- A minimum of 1 year’s experience in a 1st line IT support environment.
- Familiarity with ticketing systems, particularly ServiceNow, and communication tools such as Jabber and other chat platforms.
- Strong verbal and written communication skills, capable of explaining technical issues to both technical and non-technical audiences, including clear technical documentation.
- Highly desirable: Experience troubleshooting Outlook, Microsoft Teams, Jabber, Citrix, VPNs, Webex, virtual desktops, and general end-user support.
Services offered by Computappoint Limited are those of an Employment Business and/or Employment Agency in relation to this vacancy
Locations
Computappoint | Service Desk Analyst employer: Computappoint
Contact Detail:
Computappoint Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Computappoint | Service Desk Analyst
✨Tip Number 1
Familiarize yourself with ticketing systems, especially ServiceNow. If you have experience with similar platforms, be ready to discuss specific scenarios where you successfully managed tickets and resolved issues.
✨Tip Number 2
Brush up on your troubleshooting skills for common tools like Outlook, Microsoft Teams, and VPNs. Prepare to share examples of how you've resolved technical issues in the past, as this will demonstrate your hands-on experience.
✨Tip Number 3
Practice explaining technical concepts in simple terms. Since you'll be communicating with both technical and non-technical users, being able to convey complex information clearly is key to success in this role.
✨Tip Number 4
Be ready to adapt to different functions based on call or chat volume. Think of examples from your previous roles where you had to switch tasks quickly and how you managed that transition effectively.
We think you need these skills to ace Computappoint | Service Desk Analyst
Some tips for your application 🫡
Highlight Relevant Experience: Make sure to emphasize your experience in IT support, particularly any roles where you used a ticket-based system. Mention specific tools like ServiceNow and any relevant troubleshooting skills.
Showcase Communication Skills: Since strong verbal and written communication skills are crucial for this role, provide examples of how you've effectively communicated technical issues to both technical and non-technical audiences in your previous positions.
Tailor Your CV: Customize your CV to reflect the key responsibilities and required skills mentioned in the job description. Use similar language to demonstrate that you understand the role and its requirements.
Prepare a Cover Letter: Write a cover letter that explains why you're interested in the position and how your background aligns with the company's needs. Be sure to mention your familiarity with the tools and systems they use.
How to prepare for a job interview at Computappoint
✨Showcase Your Ticketing System Experience
Make sure to highlight your experience with ticketing systems, especially ServiceNow. Be prepared to discuss specific examples of how you've used these systems to manage and resolve IT support tickets.
✨Demonstrate Strong Communication Skills
Since the role requires explaining technical issues to both technical and non-technical audiences, practice articulating complex concepts in simple terms. Consider preparing a few scenarios where you successfully communicated technical information.
✨Prepare for Troubleshooting Scenarios
Expect to be asked about troubleshooting steps for common issues, particularly with Outlook, Microsoft Teams, and VPNs. Brush up on your knowledge of these tools and be ready to walk through your thought process during the interview.
✨Understand the Company Culture
Research Computappoint and their approach to IT support. Understanding their values and how they operate will help you align your answers with what they are looking for in a candidate.
