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- Tasks: Provide IT support to schools and universities, resolving queries and logging incidents.
- Company: Join Capita, a leading UK IT organisation, delivering innovative tech solutions.
- Benefits: Enjoy flexible benefits, weekly pay, free parking, and well-being support.
- Other info: No annual leave commitments during peak summer months.
- Why this job: Kickstart your tech career in a dynamic environment with growth opportunities.
- Qualifications: Strong communication skills and a passion for IT are essential; experience is a plus.
Position: Service Desk Analyst Location: Hillview House, Newtownabbey, BT36 7LQ Salary: £15.50 per hour Hours: Full Time, 40 hours per week, Monday to Friday Shifts: Must be available between 8am-5pm Type: Temporary until Approx October 2025. We are currently recruiting for Service Desk Analyst to work on an IT Service Desk in the Newtownabbey area. You will be providing customer support via a service desk providing ticket logging services, technical support and ticket resolution to a range of external customers within the education sector. You will take inbound calls from Schools, Colleges and Universities across Northern Ireland and provide support to aide resolving their queries. The role will involve: * Answering and resolving all customer queries and questions * Logging incidents and service requests from telephone, email and our customer portal and processing them * Giving excellent customer service to everyone you speak to * Making sure customers are kept updated on what\’s happening with their query * Prioritising and managing your own workload and tasks, while making sure you meet deadlines * Working in accordance with our company policies, procedures and standards Training is provided, however of you have experience working within an IT service desk, a passion for IT or a knowledge of computer systems then we want to hear from you. This role desires a confident individual with excellent verbal and written communication to talk customers through trouble shooting, technical fixes and triage queries. What we\’re looking for: * Proven ability to handle and resolve volumes of incoming calls * Making outbound follow up calls * Excellent verbal and written communication, and good customer service skills * Experience of working on the telephone communicating with customers * A curiosity for IT * No annual leave commitments in July, August and September. Benefits: * Capita is one of the largest IT organizations in the UK, delivering cutting-edge technological and software-related solutions for both Capita\’s numerous businesses and their clients. As the first point of contact for clients with technical queries, this is the perfect opportunity for someone looking to kickstart their career in the exciting and varied world of technical operations. You\’ll make your mark on one of the UK\’s largest IT organisations as it undergoes an exciting period of change. * Whilst this role doesn\’t offer a permanent placement, can apply for alternative IT related roles within Capita, subject to business opportunities being available. * Well-being Support through our Employee Assistance Programme * Flexible Employee benefits to suit your lifestyle, such as discounted shopping * Employee of the month incentives * Weekly pay * Free onsite parking Please ensure a prompt application for consideration along with an updated CV and all successful applicants will be subject to successful vetting and Access NI checks. Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people
Contact Detail:
Blue Arrow Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Familiarise yourself with common IT service desk tools and ticketing systems. Being able to demonstrate your knowledge of these platforms during the interview can set you apart from other candidates.
✨Tip Number 2
Brush up on your communication skills, especially in a customer service context. Practising how to explain technical issues in simple terms will help you shine when dealing with customers from schools and universities.
✨Tip Number 3
Research the education sector's common IT challenges. Understanding the specific needs and issues faced by schools, colleges, and universities will allow you to tailor your responses and show that you're genuinely interested in the role.
✨Tip Number 4
Prepare for situational questions by thinking of examples from your past experiences where you've successfully resolved customer queries or handled high call volumes. This will help you convey your problem-solving abilities effectively.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience, especially any previous roles in customer service or IT support. Emphasise your communication skills and ability to handle calls, as these are crucial for the Service Desk Analyst position.
Craft a Strong Cover Letter: Write a cover letter that specifically addresses the job description. Mention your passion for IT and any relevant experience you have in handling customer queries. Show enthusiasm for the role and how you can contribute to the team.
Highlight Technical Skills: If you have experience with ticket logging systems or troubleshooting technical issues, make sure to include this in your application. Mention any specific software or tools you are familiar with that may be relevant to the role.
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 is essential for a customer-facing role.
How to prepare for a job interview at Blue Arrow
✨Show Your Customer Service Skills
As a Service Desk Analyst, you'll be the first point of contact for customers. Make sure to highlight your previous experience in customer service during the interview. Share specific examples of how you've successfully resolved customer queries or handled difficult situations.
✨Demonstrate Your IT Knowledge
Even if you haven't worked in an IT service desk before, showing a genuine curiosity for IT can set you apart. Brush up on basic IT concepts and be prepared to discuss any relevant experience you have with computer systems or troubleshooting.
✨Practice Effective Communication
Excellent verbal and written communication skills are crucial for this role. During the interview, practice clear and concise communication. You might even want to role-play common customer scenarios to demonstrate your ability to explain technical issues in an easy-to-understand manner.
✨Prepare for Call Handling Questions
Expect questions about how you would handle high volumes of incoming calls and manage your workload. Think of strategies you’ve used in the past to prioritise tasks and ensure timely responses to customer queries, and be ready to share these during your interview.