At a Glance
- Tasks: Be the go-to person for IT support and help shape our tech future.
- Company: Join City Electrical Factors, a leading electrical wholesaler with a global presence.
- Benefits: Enjoy competitive pay, career growth, and a collaborative work environment.
- Other info: Dynamic team atmosphere with opportunities to learn and develop your skills.
- Why this job: Make a real impact in modernising technology with AWS and AI.
- Qualifications: Strong communication skills and a passion for problem-solving are key.
The predicted salary is between 40000 - 45000 £ per year.
Join one of the UK’s largest electrical wholesalers as we reimagine our technology for the digital age.
We’re modernising our legacy systems and building new platforms powered by AWS and AI — and we need creative minds to help us shape the future!
Responsibilities
- Act as the first point of contact for all IT support requests via phone, email, self‑service, and face‑to‑face.
- Log, categorise, prioritise, and maintain all Incidents, Service Requests, and Procurement tickets accurately.
- Resolve support queries at first contact wherever possible.
- Escalate tickets to the correct teams when needed, providing clear and complete handover information.
- Work collaboratively within a shift‑based team to ensure full coverage of business hours.
- Provide first‑line support for our ERP and core business applications, including Sales, Purchase, Stock, and Reporting.
- Triage application issues to determine whether they can be resolved immediately or need further investigation.
- Investigate and deep‑dive into more complex problems before escalation, helping to reduce unnecessary handoffs.
- Identify recurring issues and highlight opportunities for process improvement.
- Work with the wider Application Support and Development teams to help resolve complex incidents.
Requirements
- Exceptional communication skills — clear, professional, and empathetic across all channels.
- A natural problem‑solver who takes ownership and drives issues to resolution.
- Technically literate with a genuine curiosity about how systems and applications work.
- Comfortable working with Microsoft Office applications and familiar with common IT tools and environments.
- Experience making decisions and prioritising issues based on the information available.
- Able to follow and apply processes consistently under pressure.
- Strong teamplayer who can collaborate effectively and communicate handovers clearly.
- Demonstrates initiative and a genuine desire to learn and develop.
- Experience in a service desk, help desk, or IT support environment.
- Awareness of ERP or business application systems (e. g. sales, stock, purchasing workflows).
- Familiarity with ITIL principles or incident/change management processes.
- Experience with Jira Service Desk or similar ticketing platforms.
- Relevant IT qualifications (e. g. Comp TIA, Microsoft, ITIL Foundation).
About Us
Founded in 1951 in Kenilworth, UK, City Electrical Factors (CEF) has grown into a world‑leading electrical wholesale and manufacturing business with over 400 branches across the UK and a strong presence in the USA, Canada, Spain and Australia.
Our IT and Data teams are driving the next chapter of our journey… Re‑engineering legacy systems, adopting modern cloud technologies and exploring AI to deliver faster, smarter and more connected customer experiences.
We’re based just outside Durham in our award‑winning IT & Marketing office, Janet Nash House, which can be found here!
Our Mission
City is a world leading electrical wholesale and manufacturing business providing electrical products to the industry.
We in IT are delivering value to our business and our customers with the implementation of packaged software and bespoke engineering for the digital age using AWS serverless technology.
We need talented and creative people across all areas to join us in rearchitecting our forward‑thinking business over the next few years and beyond as we evolve.
Find Out More
Find Out More About Us | More about IT | Find your local branch | Find our Privacy Notice here
Ready to Apply?
If you’re excited by technology, value collaboration and want to make a genuine impact, we’d love to hear from you. Click Apply to get started!
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IT Service Desk Analyst in North East employer: CEF
Cef is an excellent employer that values its employees by fostering a collaborative and supportive work culture in Meadowfield, just outside Durham City Centre. With a focus on professional development, employees have access to growth opportunities and training, ensuring they can thrive in their roles while contributing to the company's success in the electrical wholesale industry.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Desk Analyst in North East
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what CEF values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges CEF might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at CEF!
✨Direct Apply to CEF
Let's not forget to apply directly through the CEF website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace IT Service Desk Analyst in North East
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at CEF.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at CEF. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at CEF
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
