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For Companies At a Glance
- Tasks: Support customers by resolving IT issues and enhancing their experience.
- Company: Join a leading IT consultancy known for innovative data solutions across various sectors.
- Benefits: Earn £14-16 per hour, with potential contract extension and a collaborative work culture.
- Why this job: Be part of a dynamic team that values customer service and modern technology.
- Qualifications: Strong communication skills and a proactive attitude are essential; multitasking is key.
- Other info: This role is fully onsite in Peterborough, focusing on customer satisfaction.
Service Desk Analyst – IT Consultancy – £14-16 per hour Inside IR35 – Fully Onsite
Overview:
I’m currently partnered with a leading IT consultancy delivering innovative data and digital solutions to a range of enterprise clients across sectors including retail, healthcare, and manufacturing. The team thrives on solving complex business challenges using modern technologies and are now looking to expand their data capability with a customer-focused Service Desk Analyst to join their dynamic team in Peterborough.
Key Responsibilities:
- Communicate clearly and transparently with customers, keeping them informed and confident in the service
- Work within established policies and procedures to ensure high standards and compliance
- Seek opportunities to enhance the customer experience by identifying improvements to existing processes
- Manage incidents involving vulnerable customers with care and sensitivity
- Record, investigate and resolve customer complaints promptly, aiming for first-time resolution
- Report any policy or process breaches swiftly and accurately
- Use various tools and platforms to maintain effective communication with customers
- Identify issues through clear and confident communication, and deliver timely, appropriate resolutions
- Use active listening and questioning techniques to fully understand the customer’s needs and manage incidents through to completion
Skills & Experience Required:
- A confident and friendly telephone manner
- Strong verbal and written communication skills
- Ability to meet and exceed targets
- A proactive attitude, comfortable working both independently and in a team
- Excellent multitasking and organisational skills
- Sharp attention to detail
Package:
- £14-16 per hour Inside IR35
- 3 month contract (may be extended)
- Office based
- Collaborative and forward-thinking data culture
- Opportunities to work with modern cloud-based data platforms
Service Desk Analyst employer: Intec Select Limited
Contact Detail:
Intec Select Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Familiarise yourself with the latest IT service management tools and platforms. Being well-versed in these technologies will not only boost your confidence during interviews but also demonstrate your commitment to staying current in the field.
✨Tip Number 2
Practice your communication skills, especially over the phone. Since a friendly telephone manner is crucial for this role, consider role-playing scenarios with friends or family to enhance your ability to convey information clearly and confidently.
✨Tip Number 3
Research common customer service challenges in the IT sector. Understanding these issues will help you articulate how you can contribute to improving customer experiences and resolving incidents effectively.
✨Tip Number 4
Prepare examples from your past experiences that showcase your problem-solving skills and ability to handle difficult situations. Being able to share specific instances where you've successfully managed customer complaints will set you apart from other candidates.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Service Desk Analyst role. Emphasise your communication skills, customer service experience, and any technical knowledge that relates to IT consultancy.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for the position and the company. Mention specific examples of how you've successfully managed customer interactions or resolved issues in the past, demonstrating your proactive attitude and attention to detail.
Highlight Relevant Skills: In your application, clearly outline your strong verbal and written communication skills, as well as your ability to multitask and work both independently and as part of a team. Use bullet points to make these skills stand out.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or 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 Intec Select Limited
✨Showcase Your Communication Skills
As a Service Desk Analyst, clear communication is key. During the interview, demonstrate your ability to articulate thoughts clearly and confidently. Use examples from past experiences where you effectively communicated with customers or team members.
✨Highlight Your Problem-Solving Abilities
Be prepared to discuss specific instances where you've resolved customer complaints or managed incidents. Emphasise your proactive approach and how you identified improvements to enhance customer experience.
✨Demonstrate Your Attention to Detail
Attention to detail is crucial in this role. Share examples that showcase your organisational skills and how you've successfully managed multiple tasks without compromising quality. This will reassure them of your capability to handle the demands of the job.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your ability to handle sensitive situations, especially with vulnerable customers. Think through potential scenarios and how you would respond, focusing on empathy and effective resolution strategies.
