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- Tasks: Provide second-level IT support, resolving technical queries and managing service requests.
- Company: Join a renowned Midland’s retail group experiencing exciting growth.
- Benefits: Enjoy paid overtime, enhanced holidays, gym discounts, and more!
- Why this job: This role offers career progression, challenges, and a vibrant work culture.
- Qualifications: 3+ years in IT Service Desk with strong customer service and technical skills required.
- Other info: Hybrid working available; must be eligible to work in the UK.
The predicted salary is between 21000 - 35000 £ per year.
This is your chance to join a truly iconic Midland’s retail group. Due to ongoing company expansion, we now have an opportunity for a Service Desk Analyst (2nd Line) to join my client's team. We are looking for a motivated and ambitious individual who is able to prioritise multiple tasks and deadlines. Reporting into Senior IT Management, the Second Line Service Desk Analyst will deliver IT support through various channels to colleagues across the group, addressing incidents, problems, and service requests, primarily those escalated from First Line support, whilst maintaining an exceptional standard of customer service.
RESPONSIBILITIES
- Provide Second-level IT support by resolving technical queries related to incidents, problems, service requests, and other issues that arise, both remotely and in-person. This includes support for hardware, software, mobile devices, and other technical equipment.
- Serve as an escalation point and technical support for first-line colleagues, managing tickets and ensuring their resolution is within the agreed service level agreements.
- Manage Service Level Agreements and targets.
- Collaborate with other IT teams and third-party vendors to ensure tickets are resolved, escalating issues as necessary.
- Assist with major incidents when required, to ensure service is restored as quickly and efficiently as possible.
ESSENTIAL SKILLS
- To be considered, candidates will offer a minimum of 3 years of IT Service Desk commercial experience and satisfy the following:
- Proven experience in a technical IT role within a Service Desk environment, with strong technical expertise.
- Demonstrated success in meeting and adhering to service level agreements.
- Strong focus on delivering excellent customer service.
- Excellent verbal and written communication abilities, with experience in creating technical documentation.
- Skilled in self-managing and prioritising tasks in a fast-paced environment.
- A ‘can-do’ attitude with a willingness to learn and progress.
In addition to the salary of up to £29,500 p.a., the benefits package includes: Paid overtime, Enhanced Holidays, Pension, Discounted Gym, Discounted car lease schemes, Industry leading maternity, paternity and adoption leave, Free onsite parking. This is a truly outstanding opportunity that offers the successful Service Desk Analyst (2nd Line) unrivalled challenge, career progression, and earnings potential - DO NOT MISS THIS!
Senior Service Desk Analyst employer: ProActive Search Ltd
Contact Detail:
ProActive Search Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Service Desk Analyst
✨Tip Number 1
Familiarise yourself with the specific technologies and tools mentioned in the job description. Having hands-on experience or knowledge about the systems used by the company can give you a significant edge during interviews.
✨Tip Number 2
Showcase your customer service skills by preparing examples of how you've handled difficult situations in the past. This role emphasises excellent customer service, so being able to demonstrate your ability to resolve issues effectively will be crucial.
✨Tip Number 3
Network with current or former employees of the company on platforms like LinkedIn. They can provide insights into the company culture and expectations, which can help you tailor your approach during the interview process.
✨Tip Number 4
Prepare for potential technical assessments by brushing up on common IT support scenarios. Being ready to solve real-time problems can demonstrate your technical expertise and problem-solving abilities to the hiring 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 your relevant experience in IT Service Desk roles. Emphasise your technical expertise, customer service skills, and any specific achievements that align with the responsibilities outlined in the job description.
Craft a Compelling Cover Letter: Write a cover letter that showcases your motivation for applying to this specific role. Mention your experience with service level agreements and your ability to manage multiple tasks effectively, as these are key aspects of the position.
Highlight Technical Skills: In your application, clearly list your technical skills and experiences related to hardware, software, and mobile devices. Provide examples of how you've resolved technical issues in previous roles to demonstrate your capability.
Showcase Communication Abilities: Since excellent verbal and written communication is essential for this role, include examples of your experience in creating technical documentation or communicating complex information to non-technical colleagues.
How to prepare for a job interview at ProActive Search Ltd
✨Showcase Your Technical Expertise
Be prepared to discuss your technical skills in detail. Highlight your experience with hardware, software, and mobile devices, as well as any specific tools or systems you've worked with in previous roles.
✨Demonstrate Customer Service Skills
Since the role emphasises excellent customer service, think of examples where you've gone above and beyond to assist users. Be ready to explain how you handle difficult situations and maintain a positive attitude.
✨Familiarise Yourself with SLAs
Understand what Service Level Agreements (SLAs) are and be ready to discuss how you've met or exceeded them in past positions. This shows that you can manage expectations and deliver results effectively.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Prepare for scenarios where you might need to troubleshoot an issue or manage a major incident, demonstrating your analytical thinking and prioritisation skills.
