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- Tasks: Be the first point of contact for IT issues and provide top-notch support.
- Company: Join a dynamic team in a fast-paced IT service environment.
- Benefits: Gain valuable experience, competitive pay, and opportunities for growth.
- Other info: Work in a supportive team with flexible shifts and career advancement.
- Why this job: Make a real difference by solving IT 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 Guildford employer: Ampstek
Contact Detail:
Ampstek Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst in Guildford
✨Tip Number 1
Get to know the company culture before your interview. Check out their website and social media to see what they're all about. This will help you tailor your answers 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 issues, brush up on common problems and solutions. You can even role-play with a friend to simulate the service desk environment and get comfortable with the pressure.
✨Tip Number 3
Don’t forget to prepare questions for your interviewer. This shows that you’re engaged and serious about the role. Ask about their ITIL processes or how they handle high-pressure situations at the service desk.
✨Tip Number 4
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 connect directly with us.
We think you need these skills to ace Service Desk Analyst in Guildford
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience with ITIL processes and service desk support. We want to see how your skills match the job description, so don’t be shy about showcasing your relevant achievements!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about the Service Desk Analyst role and how your background makes you the perfect fit. Keep it engaging and professional, just like we do at StudySmarter.
Showcase Your Communication Skills: Since this role involves a lot of interaction, make sure your written application reflects your excellent communication skills. Use clear and concise language, and don’t forget to proofread for any typos or errors!
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’re considered for the role. Plus, it shows you’re keen on joining the StudySmarter 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 where you successfully resolved an issue through effective communication.
✨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 impact and resolve incidents on the first call.
✨Familiarise Yourself with the Tools
Get to know the ITSM tools commonly used in service desks. If you have experience with any specific tools, be sure to mention them. Showing that you're comfortable with the technology will give you an edge over other candidates.