Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Support users with IT systems, resolving issues and providing technical guidance.
- Company: Join a dynamic organisation focused on delivering top-notch IT services.
- Benefits: Enjoy flexible working options and a supportive team environment.
- Why this job: Gain hands-on experience in IT support while making a real impact on user satisfaction.
- Qualifications: No prior experience needed; just a passion for technology and helping others.
- Other info: Perfect for tech-savvy students looking to kickstart their career in IT.
The predicted salary is between 30000 - 42000 £ per year.
Provide support to users of IT systems and services in the organisation, including receiving and resolving requests for support and providing where appropriate, some technical fault diagnosis, advice and guidance. Support the use of hardware, software and telecommunications in an organisation, including:
- Providing high level onsite and remote IT technical liaison, support and network administration to computer users across the full lifecycle of incidents and problems;
- Close working with all teams within the IT function and throughout the wider organisation;
- Ensuring a quality client-focused service is delivered to users;
- Providing first line support to users of IT systems and services within the organisation.
DUTIES AND RESPONSIBILITIES OF THE POST
- Answer Service Desk telephone calls promptly, recording all new incidents using the minimum data set, and updating existing incident records with any new information received.
- Categorise and prioritise incidents and service requests according to procedures and guidelines.
- Provide first line support where able, resolving incidents at first point of contact, using remote support tools where applicable to achieve this.
- Assign unresolved incidents to the appropriate specialist group.
- Monitor and track all incidents and service requests, ensuring incidents are resolved within service level targets.
- Communicate updates to users where appropriate, informing of progress, providing an estimated resolution time if possible.
- Escalate major incidents to the IT Support Team Leader, and contribute to major incident reviews where appropriate.
- Identify multiple instances of incidents of a similar nature, and refer to the IT Support Team Leader where appropriate.
- Record appropriate resolution details in the service management software, selecting the relevant resolution categories.
- Perform a manual closure on a random sample of ‘resolved’ incidents on a weekly basis, ensuring the customer is satisfied with the resolution and the service provided before closing the record.
- Perform basic active directory administration duties, including password resets, account creation, adding new permissions, and updating contact details.
- Perform basic email administration duties, including mailbox creation, updating email distribution groups, unlocking NHS Mail accounts, and password resets.
- Perform basic RA Local Smartcard Administrator duties.
- Provide guidance and training to new starters or less experienced Service Desk staff.
- Undertake any additional duties that may be defined by the IT Support Team Leader.
If you have the skills required, apply now.
IT Service Desk Analyst employer: Global Technology Solutions
Contact Detail:
Global Technology Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Analyst
✨Tip Number 1
Familiarise yourself with common IT support tools and software, especially those used for remote assistance. Being able to demonstrate your proficiency in these tools during the interview can set you apart from other candidates.
✨Tip Number 2
Brush up on your communication skills, as you'll need to explain technical issues clearly to users who may not be tech-savvy. Practising how to convey complex information in simple terms can help you shine in the interview.
✨Tip Number 3
Understand the importance of incident management and service level agreements (SLAs). Being able to discuss how you would prioritise and manage incidents according to SLAs will show that you are serious about delivering quality service.
✨Tip Number 4
Prepare examples of past experiences where you've successfully resolved IT issues or provided excellent customer service. Having specific anecdotes ready can help illustrate your problem-solving skills and client-focused approach.
We think you need these skills to ace IT Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, particularly any roles where you've provided first line support or technical fault diagnosis. Use keywords from the job description to demonstrate your fit for the role.
Craft a Strong Cover Letter: In your cover letter, explain why you're interested in the IT Service Desk Analyst position and how your skills align with the responsibilities outlined in the job description. Mention specific experiences that showcase your ability to provide high-quality client-focused service.
Showcase Technical Skills: Emphasise your technical skills related to hardware, software, and telecommunications. If you have experience with remote support tools or active directory administration, be sure to include this information as it is highly relevant to the role.
Highlight Communication Skills: Since the role involves communicating updates to users and providing guidance, highlight any previous experience where you've successfully communicated technical information to non-technical users. This will demonstrate your ability to deliver a quality client-focused service.
How to prepare for a job interview at Global Technology Solutions
✨Know Your Technical Stuff
Make sure you're familiar with the common IT systems and services that the organisation uses. Brush up on your knowledge of hardware, software, and telecommunications, as well as any remote support tools you might be expected to use.
✨Demonstrate Customer Service Skills
Since this role is client-focused, be prepared to discuss how you've successfully handled user requests in the past. Share examples of how you resolved issues while keeping users informed and satisfied.
✨Understand Incident Management
Familiarise yourself with incident categorisation and prioritisation processes. Be ready to explain how you would handle multiple incidents and ensure they are resolved within service level targets.
✨Show Team Spirit
This position requires close collaboration with various teams. Highlight your experience working in a team environment and how you contribute to achieving common goals, especially in high-pressure situations.
