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- Tasks: Triage and resolve customer tickets, ensuring top-notch service around the clock.
- Company: Join a dynamic team focused on delivering exceptional customer support.
- Benefits: Competitive salary, flexible hours, and opportunities for professional growth.
- Why this job: Be at the forefront of technology while making a real difference for customers.
- Qualifications: Experience in a service desk role and a passion for tech.
- Other info: Great chance to develop skills in a supportive environment.
The predicted salary is between 30000 - 40000 £ per year.
The role involves being responsible for triaging, investigating, and resolving tickets, escalating where necessary to ensure the best possible outcome for customers. You will take primary ownership of request, incident, and change tickets, remaining accountable to both the customer and your Squad Leader throughout the process.
What will I be doing?
- Work with the Squad Leader on any quality related issues
- Manage customer and monitoring tickets both technically and procedurally via Phone, Email, Web portal or monitoring platforms in line with defined SLAs and KPIs
- Manage ticket queue and assist other team members where appropriate
- Understand, maintain, and deliver the current service desk procedures
- Escalation and pro-active chasing of Vendors and external support groups
- Responsible for assessing and implementing Standard Changes as well as implementing normal changes
- Carrying out scheduled customer work out of hours
What will I bring to the role?
- Previous experience in a service desk environment
- Working knowledge or an awareness of public cloud (Azure/AWS)
- Self motivation to ensure consistent high levels of service are delivered around the clock
- A passion for technology and a customer obsessed approach
- Eligibility for HMG Security Clearance (5 years minimum of UK addresses is required)
Service Desk Analyst in Manchester employer: ANS Group
Contact Detail:
ANS Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst in Manchester
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend meetups, and connect on LinkedIn. You never know who might have the inside scoop on a Service Desk Analyst role.
✨Tip Number 2
Practice your interview skills! Mock interviews with friends or using online platforms can help you nail those tricky questions. Remember, confidence is key when discussing your experience in service desk environments.
✨Tip Number 3
Show off your tech passion! Be ready to discuss your knowledge of public cloud services like Azure or AWS. Employers love candidates who are genuinely excited about technology and can demonstrate their understanding.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, we’re always looking for motivated individuals who are ready to take ownership of their roles and deliver top-notch service.
We think you need these skills to ace Service Desk Analyst in Manchester
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Desk Analyst role. Highlight your previous experience in a service desk environment and any relevant technical skills, especially around public cloud technologies like Azure or AWS.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to express your passion for technology and customer service. Mention specific examples of how you've triaged and resolved tickets in the past to show us you're the right fit.
Showcase Your Problem-Solving Skills: In your application, don’t forget to showcase your problem-solving skills. We want to see how you approach challenges and ensure the best outcomes for customers. Share a brief story about a tricky ticket you resolved!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at ANS Group
✨Know Your Tech
Brush up on your knowledge of public cloud services like Azure and AWS. Be ready to discuss how you've used these technologies in previous roles, as this will show your technical expertise and passion for the field.
✨Understand the Role
Familiarise yourself with the responsibilities of a Service Desk Analyst. Be prepared to explain how you would manage ticket queues, handle escalations, and maintain service desk procedures. This shows that you’re not just interested in the job, but you understand what it entails.
✨Customer-Centric Mindset
Since the role is customer-focused, think of examples where you've gone above and beyond for customers. Share stories that highlight your problem-solving skills and your ability to deliver high levels of service, even under pressure.
✨Ask Insightful Questions
Prepare some thoughtful questions about the team dynamics, the tools they use, or how they measure success. This demonstrates your genuine interest in the role and helps you assess if the company is the right fit for you.