At a Glance
- Tasks: Provide first-level IT support and manage incidents for a global engineering client.
- Company: Join a dynamic global engineering firm with a bright future.
- Benefits: Enjoy a competitive salary, bonus, pension, gym access, and free parking.
- Other info: Great opportunity for career growth in a supportive team environment.
- Why this job: Be part of an exciting change and make a real impact in IT support.
- Qualifications: 2 years of IT Service Desk experience and excellent communication skills.
The predicted salary is between 20000 - 25000 £ per year.
An exciting opportunity has arisen for a Service Desk Analyst to join the IT team at a time of significant and exciting change. This is a Global Engineering client with an impressive history and more exciting future. The purpose of this role is to provide first level support to customers, including taking calls and handling incidents or Service Requests using the incident management and request fulfillment processes, in line with Service Desk objectives.
Key Accountabilities
- Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries.
- Receiving, logging and managing calls from internal staff via telephone and email and Service Desk ticketing system.
- Escalate unresolved calls to L2 and infrastructure support team.
- Maintaining an Asset Database and tracking changes.
- Take ownership of user problems and follow up the status, communicating progress in a timely manner.
- Arrange for external technical support where problems cannot be resolved in house.
- Publish support documentation to assist staff with requests for information.
- Report to Service Desk Team Lead on any issue that could significantly impact the business.
- Support will include out of hours rostered phone support.
Technical Skills
- Administration of accounts within Active Directory, including setup of accounts and permissions.
- Administration within Microsoft Exchange Management.
- Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 & 10.
- Strong knowledge of Microsoft Office Suite.
- Translate technical information into language the customer understands.
Candidate Profile
- 2 years previous IT Service Desk and/or Call Centre experience required.
- You will be a self‑motivated achiever who gains satisfaction from providing excellent customer service.
- Excellent communication skills and telephone manner.
- Excellent organisational skills.
- A strong sense of urgency and the ability to multi‑task effectively.
- Encourage and maintain a positive employee culture of good communications, customer care and continuous improvement within team members.
- Contribute to the overall success of the Service Desk Team by working together to improve existing processes and technical understanding.
SALARY: Up to 25K, Bonus, Pension, Healthcare, Gym, Free parking. Candidates of all ages and backgrounds will be considered.
StudySmarter Expert Advice🤫
We think this is how you could land 1st / 2nd Line Service Desk Analyst – ITIL – 25K
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Ascent People Ltd values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Ascent People Ltd might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Ascent People Ltd!
✨Direct Apply to Ascent People Ltd
Let's not forget to apply directly through the Ascent People Ltd website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace 1st / 2nd Line Service Desk Analyst – ITIL – 25K
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Ascent People Ltd.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Ascent People Ltd. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Ascent People Ltd
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
