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- Tasks: Resolve 2nd Line incidents and service requests while providing excellent customer service.
- Company: Join a dynamic IT team in Central Manchester, focused on technology support.
- Benefits: Competitive pay, potential for remote work, and opportunities for professional growth.
- Why this job: Be part of a supportive culture that values problem-solving and teamwork.
- Qualifications: 4+ years in IT Service Management; strong customer service and technical skills required.
- Other info: Current SC clearance is essential; travel to other offices may be needed.
The predicted salary is between 30000 - 42000 £ per year.
Deskside & Technology Support Analyst (Current SC required)
- Central Manchester – onsite role
- Initial 6 months
- £25 PAYE / £33.20 Umbrella
The Desk Side and Technology Support Analyst is responsible for the resolution of all 2nd Line incident and service requests within their region. They will have a good understanding of technology and demonstrate excellent customer service skills.
This role requires current SC for your application to be considered. More details will be discussed with you at interview.
Key Deliverables/Responsibilities
- Manage and prioritise all 2nd line incidents and requests according to defined SLAs (within specific regions) – ensure 100% adherence to RFS & INC best practice guidelines
- General troubleshooting of the desktop computing environment based on service requests logged via the Global Service Desk.
- Deploy IT Hardware, record and track assets during deployment according to IT Services standards and workflow procedures
- Maintain regional service excellence by providing customers with continual and regular updates throughout the management of their incidents and requests
- Ensure colleagues take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes to restore service to the customer as soon as possible; escalating incidents to other support teams where necessary.
- Troubleshooting a range of technology and telephony issues: investigating, diagnosing faults, and working through to resolution
- Own, monitor and maintain equipment rooms to comply with IT Services and QSSE standards and mitigate risks arising from audits, fire, safety or other risk assessments
- Support the set-up of new offices, sites or projects across the local region
- Management of Service Now \’Stock Rooms\’ and ownership of goods receipting process
- Responsible for the recycling of all redundant IT equipment and technologies, ensuring correct disposal according to Asset Disposal Policy
- Act as an escalation point for 2nd Line support issues
Experience Required
Essential:
- At least 4 years\’ experience in IT Service Management principles and processes
- High level of proficiency and knowledge of working in a Corporate IT environment
- Experience in working to (and exceeding) Service Level Agreements
- Broad technical understanding of IS services being supported
- Ability to learn, understand, and apply new technologies.
- Strong business focus and customer service skills
- Working knowledge of database/excel structures/tables/configurations
- experience in data analysis and good numeracy, analytical and reporting skills
- A valid driving license is essential as travel will be required to other offices
- Travel expected to other offices
Desirable:
- Qualifications: Certification from Microsoft
- ITIL V3/4 Foundation Qualification
- Working knowledge of Service Now
- Customer Service Experience
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Deskside & Technology Support Analyst (Current SC required) employer: CBSbutler Ltd.
Contact Detail:
CBSbutler Ltd. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Deskside & Technology Support Analyst (Current SC required)
✨Tip Number 1
Make sure you brush up on your knowledge of IT Service Management principles and processes. Familiarise yourself with the specific SLAs relevant to the role, as demonstrating your understanding of these during the interview can set you apart from other candidates.
✨Tip Number 2
Since this role requires a current SC clearance, ensure that you have all necessary documentation ready to discuss. Being prepared to explain your clearance status and any relevant experience can help build trust with the interviewers.
✨Tip Number 3
Showcase your customer service skills by preparing examples of how you've successfully resolved technical issues in the past. Highlighting your ability to communicate effectively with customers will demonstrate your fit for the role.
✨Tip Number 4
Familiarise yourself with the tools and technologies mentioned in the job description, such as Service Now and Microsoft certifications. Being able to discuss your experience with these tools can give you an edge during the interview process.
We think you need these skills to ace Deskside & Technology Support Analyst (Current SC required)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT Service Management and customer service. Emphasise your proficiency in troubleshooting technology issues and any experience you have with Service Now or similar platforms.
Craft a Strong Cover Letter: In your cover letter, address the specific requirements of the role. Mention your current SC clearance and how your skills align with the responsibilities outlined in the job description. Use examples to demonstrate your problem-solving abilities and customer service focus.
Highlight Relevant Experience: When detailing your work history, focus on roles where you managed 2nd line incidents or provided technical support. Include metrics or achievements that showcase your ability to meet SLAs and deliver excellent service.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in a customer-facing role.
How to prepare for a job interview at CBSbutler Ltd.
✨Showcase Your Technical Knowledge
Make sure to brush up on your understanding of IT Service Management principles and processes. Be prepared to discuss specific technologies you've worked with and how you've resolved technical issues in the past.
✨Demonstrate Customer Service Skills
Since this role requires excellent customer service skills, think of examples where you've gone above and beyond for a customer. Highlight your ability to communicate effectively and keep customers updated throughout the incident management process.
✨Familiarise Yourself with SLAs
Understand the importance of Service Level Agreements (SLAs) and be ready to discuss how you have managed incidents and requests within defined SLAs in your previous roles. This will show that you are results-oriented and understand the expectations of the role.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about how you would approach troubleshooting various technology and telephony issues, and be ready to explain your thought process clearly.
