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- Tasks: Provide first line support for ICT incidents and requests, ensuring quality service.
- Company: Join Lorien, a leader in Government Administration and IT Services.
- Benefits: Enjoy full-time work with opportunities for mentoring and skill development.
- Why this job: Be part of a supportive team that values customer satisfaction and continuous improvement.
- Qualifications: No specific qualifications required; just a passion for helping others and learning.
- Other info: Gain hands-on project management experience under the guidance of the Service Desk Lead.
The predicted salary is between 30000 - 42000 £ per year.
Direct message the job poster from Lorien Provision of first line support for all ICT incidents, requests, and changes across all communication channels for the Council, its elected members, shared services, and partner agencies. Ensure support provided meets all defined service level agreements. Manage and support the provision of user, software, and asset lifecycle management. Ensure resources are utilised effectively and deliver a quality service with the best value for the Council and customers. Progress incidents, requests, and changes against key performance indicators (KPIs). Project manage, under the supervision of the Service Desk Lead, relevant projects with a hands-on approach. Handle all interactions with users efficiently and courteously. Maintain a professional standard of support to ensure high customer satisfaction. Handover to Support Process (HOTS). Ensure systems transitioning from projects to support are handed over with sufficient documentation. Monitor the status of key systems provided by Technology proactively. Provide mentoring and guidance to less experienced support staff. Continuously improve skills within the support team. Create and maintain high standards of knowledge articles that are easily accessible. Seniority level Not Applicable Employment type Full-time Job function Analyst Industries Government Administration and IT Services and IT Consulting Referrals increase your chances of interviewing at Lorien by 2x Sign in to set job alerts for “Service Desk Analyst” roles. We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr
Contact Detail:
Lorien Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Familiarise yourself with the specific tools and software commonly used in service desk environments. Being knowledgeable about ticketing systems, remote support tools, and asset management software can give you an edge during interviews.
✨Tip Number 2
Brush up on your customer service skills. Since this role involves direct interaction with users, demonstrating your ability to handle queries courteously and efficiently will be crucial. Consider role-playing scenarios to practice your responses.
✨Tip Number 3
Research the Council and its services thoroughly. Understanding their mission, values, and the specific challenges they face will help you tailor your conversations and show genuine interest in contributing to their goals.
✨Tip Number 4
Network with current or former employees of Lorien or similar organisations. They can provide valuable insights into the company culture and expectations, which can help you prepare better for your interview.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the responsibilities and requirements of a Service Desk Analyst. Tailor your application to highlight relevant experience and skills that align with the role.
Craft a Strong CV: Ensure your CV is up-to-date and clearly outlines your experience in ICT support, user management, and project management. Use bullet points to make it easy to read and focus on achievements that demonstrate your ability to meet service level agreements.
Write a Compelling Cover Letter: In your cover letter, express your enthusiasm for the position and the organisation. Mention specific examples of how you've provided excellent customer service and managed incidents effectively in previous roles.
Highlight Relevant Skills: Make sure to emphasise skills such as communication, problem-solving, and teamwork in your application. These are crucial for a Service Desk Analyst, especially when dealing with users and mentoring less experienced staff.
How to prepare for a job interview at Lorien
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Service Desk Analyst. Familiarise yourself with first line support, incident management, and service level agreements. This will help you answer questions confidently and demonstrate your knowledge.
✨Showcase Your Communication Skills
As this role involves handling interactions with users, it's crucial to showcase your communication skills. Practice articulating your thoughts clearly and courteously, as well as demonstrating empathy towards users' issues.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think of examples from your past experiences where you successfully managed incidents or improved processes, and be ready to discuss them in detail.
✨Highlight Teamwork and Mentoring Experience
Since the role involves mentoring less experienced staff, be prepared to discuss any previous experience you have in training or guiding others. Highlight your ability to work collaboratively within a team to improve overall service quality.
