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- Tasks: Be the first point of contact for IT support, logging and resolving user issues.
- Company: Join Auxilion, a top player in IT outsourcing and managed services.
- Benefits: Enjoy personal development opportunities and training on new technologies.
- Why this job: Gain hands-on experience in a dynamic IT environment while delivering excellent customer service.
- Qualifications: Prior experience in a Service Desk role and knowledge of Office 365 is essential.
- Other info: Work shifts from Monday to Friday, including bank holidays, in Sheffield.
The predicted salary is between 30000 - 42000 £ per year.
IT Service Desk Analyst
Place of work: On-site – Sheffield, UK
Duration: Permanent
Hours of work: Two shifts (08.00 – 16.30) and (14.30 – 23.00) Monday – Friday including Bank holidays.
About the Company and the Role:
Auxilion is a leading provider of IT outsourcing and IT managed service solutions. Working in an IT support environment, that is central to provide smooth running, efficiencies to our customers and services. The IT Service Desk Analyst is the first point of customer contact, focusing on continuous operation of a customer estate.
You will be supported with personal development opportunities including training and exposure to new technologies.
- Handling and logging calls from end users in ServiceNow
- Ensuring end user Incidents and requests are handled per pre-defined SLAs for response time, updates and closure
- Delivering a great customer experience
Position Responsibilities:
- Logging, updating and resolving Incidents and Requests
- Prioritising and monitoring IT issues, ensuring they are resolved within agreed SLAs
- Diagnose and resolve IT issues, collaborating and elevating to 2nd line or other resolver teams
- Creating knowledge articles and IT documentation
- Ability to use initiative or work as part of a team to resolve IT issues
Technical Competencies:
- Prior experience in a Service Desk Environment
- Experience diagnosing and resolving hardware and software issues
- Experience supporting 365 environments, including Office 365, MS Teams, SharePoint, Exchange
Business Competencies:
- Excellent communication skills (Communication to customers verbal and written is mandatory)
- Good problem-solving skills
- Organise workload effectively
- Decision-making skills
- A Professional working attitude
Contact Detail:
Auxilion Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst - Shift
✨Tip Number 1
Familiarise yourself with ServiceNow, as it's a key tool for logging and managing incidents. If you can demonstrate your knowledge of this platform during the interview, it will show that you're ready to hit the ground running.
✨Tip Number 2
Brush up on your troubleshooting skills, especially for common hardware and software issues. Being able to quickly diagnose problems will not only impress your interviewers but also highlight your readiness for the role.
✨Tip Number 3
Prepare examples of how you've delivered excellent customer service in previous roles. This position is all about providing a great customer experience, so showcasing your communication and problem-solving skills will be crucial.
✨Tip Number 4
Understand the importance of SLAs in an IT support environment. Be ready to discuss how you would prioritise tasks and manage your workload to ensure that incidents are resolved within agreed timeframes.
We think you need these skills to ace Service Desk Analyst - Shift
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support and service desk environments. Emphasise your skills in diagnosing and resolving hardware and software issues, as well as your familiarity with Office 365 and other technologies mentioned in the job description.
Craft a Strong Cover Letter: Write a cover letter that specifically addresses the responsibilities of the Service Desk Analyst role. Mention your previous experience handling customer queries and your ability to work under pressure while maintaining excellent communication skills.
Showcase Problem-Solving Skills: In your application, provide examples of how you've effectively solved IT issues in the past. This could include specific incidents where you prioritised tasks and met SLAs, demonstrating your ability to deliver a great customer experience.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at Auxilion
✨Showcase Your Communication Skills
As a Service Desk Analyst, excellent communication is key. Be prepared to demonstrate your verbal and written communication skills during the interview. You might be asked to explain a technical issue in simple terms, so practice articulating complex concepts clearly.
✨Familiarise Yourself with ServiceNow
Since you'll be handling calls through ServiceNow, it’s beneficial to have a basic understanding of how this platform works. If you have experience using it, share specific examples of how you've logged and resolved incidents in the past.
✨Prepare for Problem-Solving Scenarios
Expect to face hypothetical scenarios where you need to diagnose and resolve IT issues. Brush up on common hardware and software problems, especially related to Office 365 and other tools mentioned in the job description. Think through your problem-solving process and be ready to discuss it.
✨Demonstrate Your Teamwork Ability
The role requires collaboration with other teams, so be ready to discuss your experience working in a team environment. Share examples of how you’ve worked with others to resolve issues or improve processes, highlighting your ability to use initiative as well.
