At a Glance
- Tasks: Be the go-to person for IT issues and provide first-line support.
- Company: Join a dynamic team in a fast-paced IT service environment.
- Benefits: Gain valuable experience, develop your skills, and enjoy flexible working hours.
- Other info: Opportunity to grow in a supportive and collaborative atmosphere.
- Why this job: Make a real difference by solving tech problems and helping others.
- Qualifications: Must be a graduate with strong communication and organisational skills.
The predicted salary is between 25000 - 35000 £ per year.
To perform the activities associate is required to be the first point of contact for all IT related issues, to ensure that all incidents and requests follow processes and are logged in the ITSM tool. Have very good understanding of ITIL Processes, Process knowledge of Incident/Request/change/problem. You will have to minimize the impact of IT incidents by resolving first time where possible. Resource will be a part of general operations of service desk and will be cross leveraged to any of the contact modalities like Phone & Chat to cater the incoming contacts at service desk.
Essential Duties and Responsibilities
- Work as part of the 11x7 Shift system on the IT Service Desk
- Receives and handles requests for service, following agreed procedures.
- 1st line support: troubleshooting of IT related problems
- Promptly allocates calls as appropriate.
- Logs incidents and service requests and maintains relevant records:
- Identifies and classifies incident types and service interruptions
- Records incidents cataloging them by symptom and resolution
- Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
- Monitoring queues to ensure SLAs are maintained.
- Assigning the tickets which are out of scope to Service Desk/Other Teams
- Coordinating tickets that cross organizational boundaries to ensure customer satisfaction
Skills and Abilities
- Strong organization skills and ability to multi-task and prioritize work
- Excellent communication skills with the ability to work with executive staff members both internally and externally
- Ability to deliver engaging, polished, and professional presentations to internal and external audiences
- Excellent written and verbal communication and presentation skills
Education / Expertise
- Must be a Graduate. B.Tech/B.E or any other technical degree preferred
- English Service Desk experience is mandatory
- Preferred MCP/MSCE/MSCA certification
- Preferred ITIL V3/V4 Certified engineer.
Service Desk Analyst in Coventry employer: Ampstek
As a Service Desk Analyst at our company, you will join a dynamic and supportive work environment that prioritises employee growth and development. We offer comprehensive training programmes, flexible working hours, and a culture that values collaboration and innovation, all set in a vibrant location that fosters creativity and teamwork. With a commitment to excellence and a focus on ITIL processes, we ensure that our employees are equipped with the skills and resources needed to thrive in their roles.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst in Coventry
✨Tip Number 1
Get to know the company inside out! Research their values, culture, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your troubleshooting skills! Since you'll be handling IT-related issues, brush up on common problems and solutions. Being able to demonstrate your problem-solving abilities during interviews can really set you apart.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and even lead to referrals, which can boost your chances of landing that job.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Service Desk Analyst in Coventry
Some tips for your application 🫡
Show Off Your ITIL Knowledge:Make sure to highlight your understanding of ITIL processes in your application. We want to see how you can apply this knowledge to improve our service desk operations and minimise incident impact.
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language to describe your experience and skills, especially around troubleshooting and first-line support. We appreciate a well-structured application!
Tailor Your Application:Don’t just send a generic application! Tailor it to the Service Desk Analyst role by mentioning specific experiences that relate to the duties listed in the job description. Show us why you’re the perfect fit!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Ampstek
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL processes before the interview. Understanding Incident, Request, Change, and Problem management is crucial for a Service Desk Analyst role. Be ready to discuss how you've applied these processes in past experiences.
✨Showcase Your Communication Skills
As a first point of contact, your communication skills are key. Practice explaining technical issues in simple terms. You might even want to prepare a few examples of how you've effectively communicated with both technical and non-technical staff in previous roles.
✨Demonstrate Your Troubleshooting Skills
Be prepared to walk through your troubleshooting process during the interview. Think of specific scenarios where you resolved IT issues quickly and efficiently. Highlight your ability to minimise incident impact and ensure customer satisfaction.
✨Familiarise Yourself with the Tools
Get to know the ITSM tools commonly used in service desks. If you have experience with any specific tools, mention them. Showing that you're comfortable with ticketing systems will give you an edge over other candidates.
