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- Tasks: Provide IT support via a ticket-based system, resolving issues and managing communications.
- Company: Join a major IT service provider during an exciting growth phase.
- Benefits: Competitive salary up to £28,000 and on-site work in Portsmouth.
- Why this job: Great opportunity to enhance your IT skills and work in a dynamic environment.
- Qualifications: 1 year of 1st line IT support experience and familiarity with ticketing systems required.
- Other info: Adaptable role based on call/chat volume; perfect for tech enthusiasts!
The predicted salary is between 16800 - 28000 £ per year.
Bell Integration is an IT Services company specialising in Infrastructure technology and services including IT lifecycle management, Managed Services, and Consulting & Project Services. This role is focused on managing L1 tickets directly from internal Bell staff.
Responsibilities:
- Perform initial triage of incoming service calls/mails/alerts and make appropriate routing decisions
- Act as the first point of contact for incidents reported by phone, e-mail or by remote monitoring tools.
- Contribute ideas for continual improvement of service desk function and service delivery in general
- Help develop efficient service desk tools, policies and procedures
- Proactively drive tickets and workflow and assertively chase any tickets languishing in queues
- Monitor SLAs, escalate (and where possible help expedite) any threatened SLA breaches
- Provide reports and metrics
- Complete service desk tasks and administration as defined by the business
- Ensure all entries to the service management solution are accurate, concise and timely
- Be continually focussed, and maintain an ongoing understanding of the interdependencies that Problem, Change and Configuration Management processes have on good Incident Management.
- Pursue personal development of skills and knowledge necessary for the effective performance in the assigned role.
- Push the high-performance boundary by demonstration of unrelenting effort to close incidents, for known errors, without the need for functional escalation.
- Establish and maintain effective working relationships with customer contacts, colleagues and management taking task guidance from the Team Leader.
- Maintain an ongoing awareness of the customer base and the contractual service support and delivery entitlements.
- Ensure the level of service support reflects entitlement for all opened incidents. In the event of service support requested beyond entitlement, ensure timely engagement of the Team Leader for resolution.
- Maintain an ongoing awareness of all standard operating procedure (SOP) content keeping abreast of new releases or updates
Requirements:
- Appropriate IT background and experience
- Appropriate customer facing/user support experience – Tier 1 and 2
- Extensive knowledge of Microsoft 365
- Proficient with operating systems, including but not limited to Windows 10/11 and Windows Server 2012 – 2019
- Basic working knowledge of server infrastructure and networking
- Technical troubleshooting in cloud and On-Prem environments
- Experience working with ticketing systems such as ServiceNow
- Knowledge and understanding of working to defined SLAs
- Understanding of IT workflows/ITIL practices
Desirable:
- Experience of documenting processes and operational procedures
- General understanding of IT Infrastructure, Data, Voice (Teams), Security and Systems
- Full driving license
- ITIL Certification
Locations
Service Desk Analyst employer: Bell Integration - Driving Digital Transformation
Contact Detail:
Bell Integration - Driving Digital Transformation Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Familiarize yourself with ticketing systems, especially ServiceNow, as this is crucial for the role. If you have experience with similar systems, be ready to discuss specific scenarios where you effectively managed tickets.
✨Tip Number 2
Brush up on your troubleshooting skills, particularly for tools like Outlook, Microsoft Teams, and VPNs. Being able to demonstrate your problem-solving process during the interview can set you apart from other candidates.
✨Tip Number 3
Prepare to showcase your communication skills. Think of examples where you successfully explained technical issues to non-technical users, as this will highlight your ability to adapt your communication style.
✨Tip Number 4
Since this role involves adapting to different functions based on call/chat volume, be ready to discuss how you've handled high-pressure situations in the past. This will demonstrate your flexibility and ability to prioritize tasks effectively.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Highlight Relevant Experience: Make sure to emphasize your experience in 1st line IT support and familiarity with ticketing systems, especially ServiceNow. Use specific examples from your past roles to demonstrate your skills.
Showcase Communication Skills: Since strong verbal and written communication skills are crucial for this role, provide examples of how you've effectively communicated technical issues to both technical and non-technical audiences in your previous jobs.
Detail Your Technical Proficiency: List the specific tools and technologies you have experience with, such as Outlook, Microsoft Teams, and VPNs. This will help the employer see that you have the necessary technical background for the position.
Tailor Your Application: Customize your CV and cover letter to align with the job description. Use keywords from the job posting to ensure your application stands out and demonstrates that you understand the role's requirements.
How to prepare for a job interview at Bell Integration - Driving Digital Transformation
✨Showcase Your Ticketing System Experience
Make sure to highlight your experience with ticketing systems, especially ServiceNow. Be prepared to discuss specific examples of how you've used these systems to manage and resolve tickets efficiently.
✨Demonstrate Strong Communication Skills
Since the role requires explaining technical issues to both technical and non-technical audiences, practice articulating complex concepts in simple terms. You might be asked to explain a technical problem during the interview, so be ready!
✨Prepare for Troubleshooting Scenarios
Expect to encounter troubleshooting scenarios during the interview. Brush up on common issues related to Outlook, Microsoft Teams, and VPNs, and be ready to walk through your thought process on how you would resolve them.
✨Understand the Importance of SLAs
Familiarize yourself with Service Level Agreements (SLAs) and their significance in IT support. Be prepared to discuss how you prioritize tasks to meet SLA targets and ensure customer satisfaction.
