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- Tasks: Provide tech support for Windows upgrades and manage IT incidents.
- Company: Join a dynamic team in Brighton focused on IT service excellence.
- Benefits: Competitive pay, hands-on experience, and a collaborative work environment.
- Why this job: Gain valuable skills in tech support while making a real impact on users' experiences.
- Qualifications: Strong Windows knowledge, problem-solving skills, and customer service experience required.
- Other info: This is a 3-month contract role, office-based, with a focus on teamwork.
The predicted salary is between 50000 - 60000 £ per year.
Service Desk Analyst
3 Month Contract
Location: Brighton (Office based – 5 days on site)
Pay Rate: £250 – £300 per day (Inside IR35)
Skills: Asset Management in ServiceNow, Customer Service, Autopilot, Intune, Windows 10 and 11
We are looking to recruit a Service Desk Analyst on an initial 3 month contract. This is an office based role and you will work 5 days a week on site in Brighton.
Key Responsibilities:
- Providing Technical Support: Assist end-users with upgrading from Windows 10 to Windows 11, including troubleshooting any issues that arise during the upgrade process. Provide first and second-line support for all IT Services. Primarily responsible for the asset management, build and allocation of circa 400 laptops.
- Incident Management: Log and update incidents related to the upgrade process in the service desk system. Manage allocated Incidents and Service Requests through to a satisfactory conclusion, ensuring that all reported incidents and requests are resolved within SLA targets.
- Documentation: Create and maintain documentation for the upgrade process, including troubleshooting guides and user manuals.
- Collaboration: Work with other IT teams to ensure a smooth transition and resolve complex issues. Responsible for providing a broad spectrum of IT support with a strong emphasis on customer service. Communicate effectively with all internal and external stakeholders.
- User Training: Provide training and support to end-users on using Windows 11.
- Security Management: Ensure that user accounts and permissions are correctly configured during the upgrade.
Qualifications:
- Technical Knowledge: Strong understanding of Windows operating systems, particularly Windows 10 and Windows 11.
- Problem-Solving Skills: Ability to diagnose and troubleshoot technical issues efficiently.
- Customer Service: Excellent communication and interpersonal skills to support end-users effectively.
- Certifications: ITIL certified to at least foundation level.
- Experience: Previous experience in a service desk or technical support role is required. Previous experience of large laptop rollouts and working within a Service Desk, providing support and administration of computing technologies including Windows 10 and 11, Azure, SharePoint, D365, O365, Active Directory, SCCM and Microsoft EndPoint Manager. Experience of working within a Service Management toolset, such as ServiceNow. Proven track record of being customer focused.
Service Desk Analyst employer: DataCareers
Contact Detail:
DataCareers Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Familiarize yourself with ServiceNow, as it's a key tool for asset management and incident logging in this role. Consider taking a quick online course or tutorial to brush up on your skills.
✨Tip Number 2
Since you'll be assisting with the upgrade from Windows 10 to Windows 11, make sure you are well-versed in the differences between the two operating systems. This knowledge will help you troubleshoot issues more effectively.
✨Tip Number 3
Highlight any previous experience you have with large laptop rollouts. Be prepared to discuss specific challenges you faced and how you overcame them during the interview.
✨Tip Number 4
Emphasize your customer service skills during your conversations with us. This role requires excellent communication, so think of examples where you've successfully supported end-users in the past.
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 in service desk roles, particularly with Windows 10 and 11. Emphasize your skills in asset management, customer service, and any specific tools mentioned like ServiceNow.
Craft a Strong Cover Letter: Write a cover letter that directly addresses the key responsibilities listed in the job description. Mention your experience with troubleshooting, incident management, and user training to show you are a perfect fit for the role.
Showcase Technical Skills: In your application, clearly outline your technical knowledge, especially regarding Windows operating systems and any relevant certifications like ITIL. This will demonstrate your capability to handle the technical aspects of the job.
Highlight Customer Service Experience: Since the role emphasizes customer service, include examples from your past experiences where you successfully supported end-users or resolved issues. This will help convey your strong interpersonal skills.
How to prepare for a job interview at DataCareers
✨Show Your Technical Knowledge
Be prepared to discuss your experience with Windows 10 and 11 in detail. Highlight any specific challenges you've faced during upgrades and how you resolved them, as this will demonstrate your problem-solving skills.
✨Emphasize Customer Service Skills
Since the role requires excellent communication and interpersonal skills, share examples of how you've successfully assisted end-users in the past. This could include specific instances where you went above and beyond to ensure customer satisfaction.
✨Familiarize Yourself with ServiceNow
As asset management in ServiceNow is a key responsibility, make sure you understand how to log and manage incidents within the platform. If possible, mention any previous experience you have with ServiceNow or similar service management tools.
✨Prepare for Collaboration Questions
The role involves working with other IT teams, so be ready to discuss how you've collaborated in the past. Think of examples where teamwork led to successful outcomes, especially in resolving complex issues.
