At a Glance
- Tasks: Be the go-to tech support hero for users across the company.
- Company: Join a diverse and inclusive team at Artifex, a leading IT service provider.
- Benefits: Enjoy competitive pay, flexible working options, and opportunities for growth.
- Other info: Flexible work environment with a focus on personal development and teamwork.
- Why this job: Make a real difference by helping others solve their tech issues every day.
- Qualifications: Basic IT knowledge, strong communication skills, and a passion for learning.
The predicted salary is between 25000 - 35000 € per year.
This position will require occasional to semi‑frequent travel to our facility in Elmdon, Birmingham.
Main purpose of the job
A Service Desk Analyst is the first point of contact for all users within our organization who require Technical Support, working within defined processes to support timely resolution of user issues. This is a critical role in that it is the “face of IT” to everyone from the company CEO to the Operatives on the Production Lines. It is crucial that everyone receives the same level of service and attention.
Main missions and results
- Incident and Request Management
- Logging and tracking user issues and requests into the company ITSM (Information Technology Service Management) Tool.
- Ensure all incidents and requests are assigned with the correct priority.
- Escalation of any issues that are not resolved within agreed SLAs.
- Communicate clearly and respectfully with users, providing honest updates on progress and realistic timelines.
- Monitoring lifecycle of incidents and requests to ensure successful resolution.
- Management of any P1 Incident.
- Collaboration with 3rd Party Vendors.
- Technical Support
- Triage and resolve common IT issues with hardware, software and network connectivity (desktops, laptops, printers, operating systems, applications). This could be face‑to‑face or via Chat, Email, Phone or Remote Desktop.
- Ensure users understand next steps by communicating clearly and confirming understanding.
- User Access Management
- Creation, Modification and deletion of user accounts.
- Resetting passwords and unlocking accounts (following relevant security procedures).
- Understand role‑specific access needs to support new starters effectively.
- New User Onboarding
- Collaborate with HR Teams to ensure new users are onboarded effectively.
- Configuration of user account access.
- Preparation of allocated hardware.
- Deployment of allocated hardware to nominated locations.
- Knowledge Management
- Create and update Knowledge Base articles, FAQs and user troubleshooting guides. This is to enable a level of self‑service within our user community.
- Asset Management
- Ensure the assets (Hardware basic understanding of IT concepts required, with a willingness to develop deeper technical competence.
Proven ability to own tasks and follow through to completion will be essential for the position. Curiosity and willingness to learn new technologies and methodologies. Strong communication skills. Attention to detail. Time management. Ability to collaborate effectively. Ability to work on multiple tasks simultaneously. Willingness to go above and beyond.
Note: this is not an exhaustive list. All employees are expected to show flexibility and continued self‑development to meet the ever‑changing needs of the business. All job descriptions / vacancy notices will be subject to continual development.
Artifex is an equal opportunities employer and committed to eliminating discrimination and encouraging diversity amongst our workforce. Our aim is that our workforce will be truly representative of all sections of society and each employee feels respected and able to give their best. We oppose all forms of unlawful and unfair discrimination. We are committed to creating an environment in which individual differences and the contributions of all our staff are recognised.
IT Service Desk Analyst employer: Artifex
Artifex is an exceptional employer that values its employees by fostering a collaborative and inclusive work culture in Elmdon, Birmingham. With a strong commitment to professional development, employees are encouraged to grow their technical skills while receiving comprehensive support in their roles. The company prioritises diversity and respect, ensuring that every team member feels valued and empowered to contribute meaningfully to the organisation's success.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Desk Analyst
✨Tip Number 1
Get to know the company! Research their values, culture, and recent projects. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills. As an IT Service Desk Analyst, you'll be the face of IT for everyone in the company. Make sure you can explain technical issues in a way that's easy to understand for non-techies.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider info about the role and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining our team.
We think you need these skills to ace IT Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the IT Service Desk Analyst role. Highlight relevant experience, especially in technical support and user management. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how you can contribute to our team. Keep it friendly and professional, just like we are at StudySmarter.
Show Off Your Communication Skills:Since this role involves a lot of communication, make sure your application reflects your ability to convey information clearly. Whether it's through your writing style or examples of past experiences, let us see your strong communication skills!
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’s super easy to do!
How to prepare for a job interview at Artifex
✨Know Your IT Basics
Brush up on your fundamental IT concepts, especially those related to hardware, software, and network connectivity. Being able to discuss common issues and solutions will show that you're ready to tackle the challenges of the role.
✨Master the Art of Communication
Since you'll be the 'face of IT', practice clear and respectful communication. Prepare to explain technical issues in simple terms and ensure you can provide honest updates on progress. This will help build trust with users.
✨Familiarise Yourself with ITSM Tools
Get to know the IT Service Management tools commonly used in the industry. If you have experience with any specific tools, be ready to discuss how you've used them to log and track incidents effectively.
✨Show Your Willingness to Learn
Demonstrate your curiosity and eagerness to develop deeper technical skills. Share examples of how you've gone above and beyond in previous roles to learn new technologies or improve processes, as this aligns with the company's values.
