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For Companies At a Glance
- Tasks: Provide first line support for ICT incidents and manage user software and asset lifecycle.
- Company: Join a dynamic council team dedicated to delivering quality service to the community.
- Benefits: Enjoy a hybrid work model with a competitive salary and opportunities for professional growth.
- Why this job: Be part of a supportive culture focused on customer satisfaction and continuous improvement.
- Qualifications: No specific experience required; just bring your enthusiasm and willingness to learn!
- Other info: Mentorship opportunities available for less experienced staff.
The predicted salary is between 31950 - 39513 £ per year.
Job Description
Service Desk Analyst – Bedford
Full Time
Hybrid
Salary – £37,938 – £39,513
- 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 Provision of user, software and asset lifecycle management.
- Ensure resources are utilised effectively and ensure a quality service is delivered with best value for Council and customers.
- Progress of Incidents, Requests and changes against Key Performance Indicators (KPI).
- Ensure support provided meets all defined service level agreements.
- Project manage, under supervision of the Service Desk Lead, relevant projects with a hands-on approach,
- Ensuring that all interactions with users of the service are handled in an efficient and courteous manner.
- Support provided is of a professional standard ensuring that high levels of customer satisfaction are maintained.
- Hand over to Support Process. (HOTS)
- Ensure systems transitioning from project to support are handed over with sufficient documentation.
- Status of key systems provided by Technology.
- Ensure key systems are proactively monitored.
- Mentoring and guidance for other less experienced support staff.
- Continuous improvement of skills within the support team.
- Ensure a high standard of knowledge articles are created and readily accessible.
Service Desk Analyst employer: Lorien
Contact Detail:
Lorien Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Familiarize yourself with common ICT incidents and requests that a Service Desk Analyst typically handles. This will help you demonstrate your understanding of the role during interviews and show that you're ready to hit the ground running.
✨Tip Number 2
Brush up on your customer service skills, as this role requires efficient and courteous interactions with users. Consider practicing scenarios where you handle difficult situations or complaints to showcase your problem-solving abilities.
✨Tip Number 3
Get comfortable with project management basics, as you'll be expected to manage projects under supervision. Familiarity with tools like Trello or Asana can give you an edge in demonstrating your organizational skills.
✨Tip Number 4
Highlight any experience you have with mentoring or guiding less experienced staff. This shows that you not only have the technical skills but also the ability to contribute to team development and continuous improvement.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Service Desk Analyst position. Make sure you understand the key responsibilities, such as providing first line support and managing user requests.
Tailor Your CV: Customize your CV to highlight relevant experience in ICT support, project management, and customer service. Use specific examples that demonstrate your ability to meet service level agreements and manage incidents effectively.
Craft a Strong Cover Letter: Write a cover letter that reflects your enthusiasm for the role and the organization. Mention how your skills align with the requirements, particularly in mentoring and continuous improvement within a support team.
Proofread Your Application: Before submitting, carefully proofread your application materials. Check for any spelling or grammatical errors, and ensure that all information is clear and professional to make a great first impression.
How to prepare for a job interview at Lorien
✨Understand the Role
Make sure you have a clear understanding of the responsibilities of a Service Desk Analyst. Familiarize yourself with first line support processes, service level agreements, and key performance indicators. This will help you answer questions confidently and demonstrate your knowledge.
✨Showcase Your Customer Service Skills
Since this role involves interacting with users, be prepared to discuss your customer service experience. Share specific examples of how you've handled difficult situations or provided exceptional support in the past. Highlight your ability to maintain professionalism and courtesy.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to manage incidents. Practice articulating your thought process when troubleshooting issues and how you prioritize tasks to meet service level agreements.
✨Emphasize Continuous Improvement
The job description mentions continuous improvement of skills within the support team. Be ready to discuss how you stay updated with industry trends and technologies. Share any experiences where you contributed to improving processes or mentoring others.
