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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.
- 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.
- Other info: Work in a supportive team with flexible shifts and career advancement.
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 Southampton employer: Ampstek
Contact Detail:
Ampstek Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst in Southampton
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Service Desk Analyst role.
✨Tip Number 2
Practice makes perfect! Get comfortable with common ITIL processes and troubleshooting scenarios. We recommend doing mock interviews with friends or using online resources to sharpen your skills before the big day.
✨Tip Number 3
Show off your communication skills! During interviews, be sure to demonstrate how you can explain complex IT issues in simple terms. We want to see how you can engage with both tech-savvy folks and those who might not have a clue about IT.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. 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 Southampton
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 the perfect fit for the Service Desk Analyst role. We love seeing enthusiasm and a clear understanding of the responsibilities outlined in the job description.
Showcase Your Communication Skills: Since this role involves a lot of interaction, make sure your written application reflects your excellent communication skills. Keep it clear, concise, and professional – we want to see that you can engage effectively with both internal and external audiences.
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 our team at StudySmarter!
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
Since you'll be the first point of contact for IT issues, it's essential to demonstrate your excellent communication skills. Practice explaining technical concepts in simple terms, as you might need to do this with non-technical staff during the interview.
✨Prepare for Scenario-Based Questions
Expect questions that put you in real-life situations, like handling a high volume of tickets or resolving an urgent issue. Think of examples from your past experience where you successfully managed similar challenges and be ready to share them.
✨Familiarise Yourself with the Tools
Get to know the ITSM tools commonly used in service desks. If you have experience with specific tools, mention them during the interview. Showing familiarity with ticketing systems can give you an edge over other candidates.