At a Glance
- 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 resolving 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 Plymouth employer: Ampstek
As a Service Desk Analyst, you will join a dynamic team that values collaboration and innovation in a supportive work environment. Our company offers comprehensive training and development opportunities, ensuring you grow your skills while contributing to meaningful IT solutions. Located in a vibrant area, we promote a healthy work-life balance and provide flexible working arrangements to enhance employee satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst in Plymouth
✨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 Service Desk Analyst role.
✨Tip Number 4
Don’t forget to apply through our website! We love seeing applications come directly from candidates who are excited about joining us. Plus, it shows initiative and enthusiasm, which we really appreciate!
We think you need these skills to ace Service Desk Analyst in Plymouth
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 handle incidents effectively.
Be Clear and Concise:When writing your application, keep it straightforward. We appreciate clarity, so avoid jargon and get straight to the point about your skills and experiences that relate to the Service Desk Analyst role.
Tailor Your Application:Don’t just send a generic application! We love it when candidates tailor their applications to us. Mention specific experiences that align with the duties listed in the job description, especially around troubleshooting and customer satisfaction.
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It helps us keep track of your application and ensures you’re considered for the role as quickly as possible!
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.
