At a Glance
- Tasks: Provide first line IT support and resolve technical issues for users.
- Company: Carpenters Group has over 30 years of experience in legal and insurance services across the UK.
- Benefits: Enjoy 25 days holiday, hybrid working, and wellness perks like dental and physiotherapy coverage.
- Other info: This is an entry-level, full-time role with opportunities for training and social events.
- Why this job: Join a supportive team culture that values diversity and invests in your growth and development.
- Qualifications: Previous IT support experience and good troubleshooting skills are preferred; qualifications are a bonus.
The predicted salary is between 28800 - 43200 £ per year.
Job Purpose
The Service Desk Analyst acts as the first point of contact for all IT related queries and incidents across the organisation. The purpose of the role is to provide timely, effective, and customer centric technical support to end users, ensuring minimal disruption by logging, diagnosing and resolving incidents.
Key Responsibilities
- Provide first line support via phone, email and service management tools to internal users at all levels.
- Log, prioritise, and track all incidents and service requests through to resolution or escalation.
- Troubleshoot and resolve hardware, software, and connectivity issues.
- Escalate complex issues to 2nd / 3rd line teams while maintaining ownership and communication with the user.
- Assist senior colleagues in the diagnosis and resolution of server and network faults.
- Perform regular system health checks to ensure continuous system operation.
- Deliver excellent customer service, ensuring end users are kept informed throughout the support process.
- Adhere to service level agreements (SLAs) and key performance indicators (KPIs).
- Participate in regular team meetings and contribute to service improvement initiatives.
Experience & Knowledge
- Previous experience in a service desk or IT support role.
- Good understanding of networking principles and Microsoft server and desktop environments.
- Excellent diagnostic and troubleshooting skills.
- Experience using IT Service Management tools.
- Excellent communication and interpersonal skills.
- Strong problem-solving skills and attention to detail.
- Relevant CompTIA or MCP qualifications are desirable but not essential.
Benefits
- Minimum 25 days’ holiday plus bank holidays.
- Holiday buy and sell scheme.
- Hybrid working model.
- 2 x Volunteering days to support charitable initiatives.
- Matched Giving – up to £250 matched for personal charity fundraising for a registered charity.
- Medicash cash plan – claim back dental / physio / optical appointments.
- My Medicash App – including access to rapid digital physiotherapy and skin cancer screening assessments plus fitness videos and wellbeing tools.
- Discounts and cash back on travel and shopping through Medicash extras.
- Life Assurance Scheme (4 x salary).
- Pension scheme.
- Funded driving theory test (in relevant role).
- Active network of Wellbeing Champions – providing mental health support.
- Training and development opportunities.
- Funded social events to connect with your colleagues.
- Dress for your day policy.
Here at Carpenters group diversity and inclusion matters, it is integral to our culture and we welcome applications from everyone. We celebrate difference and believe in equal opportunities for all.
Service Desk Analyst in Liverpool employer: Carpenters Group
Carpenters Group is an exceptional employer, offering a dynamic and inclusive work environment in Leeds that prioritises employee well-being and professional growth. With a strong focus on training and development, along with a generous holiday allowance and a hybrid working model, employees are empowered to thrive both personally and professionally while contributing to meaningful client outcomes in high-volume RTA claims.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst in Liverpool
✨Tip Number 1
Familiarise yourself with common IT Service Management tools, as this role requires experience in using them. Being able to discuss your familiarity with these tools during the interview can set you apart from other candidates.
✨Tip Number 2
Brush up on your troubleshooting skills, especially for hardware and software issues. Prepare to share specific examples of how you've resolved similar problems in past roles, as this will demonstrate your capability to handle the responsibilities of the position.
✨Tip Number 3
Highlight your customer service skills during the application process. Since the role is customer-centric, be ready to discuss how you've provided excellent support in previous positions and how you keep users informed throughout the support process.
✨Tip Number 4
Research Carpenters Group and their values before your interview. Understanding their culture and demonstrating how your personal values align with theirs can show that you're a good fit for the team and the organisation.
We think you need these skills to ace Service Desk Analyst in Liverpool
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in IT support or service desk roles. Emphasise your diagnostic and troubleshooting skills, as well as any familiarity with IT Service Management tools.
Craft a Compelling Cover Letter:Write a cover letter that showcases your customer service skills and your ability to handle technical queries. Mention specific examples of how you've resolved issues in the past and how you can contribute to Carpenters Group.
Highlight Relevant Qualifications:If you have any relevant qualifications like CompTIA or MCP, make sure to mention them prominently. Even if they are not essential, they can set you apart from other candidates.
Show Enthusiasm for the Role:In your application, express your enthusiasm for the Service Desk Analyst position and your interest in working at Carpenters Group. Highlight your commitment to providing excellent customer service and your eagerness to learn and grow within the company.
How to prepare for a job interview at Carpenters Group
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Service Desk Analyst. Familiarise yourself with common IT issues and how to troubleshoot them, as well as the importance of customer service in this role.
✨Showcase Your Communication Skills
Since this role involves interacting with users at all levels, practice clear and concise communication. Be prepared to demonstrate how you would explain technical issues to non-technical users during the interview.
✨Prepare for Scenario Questions
Expect scenario-based questions where you may need to describe how you would handle specific IT incidents. Think of examples from your past experience where you successfully resolved issues or provided excellent customer service.
✨Research Carpenters Group
Learn about Carpenters Group's culture, values, and the services they provide. This will help you tailor your answers to align with their mission and show that you're genuinely interested in being part of their team.
