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For Companies At a Glance
- Tasks: Provide top-notch IT support via phone, chat, and email to help customers thrive.
- Company: Join a global tech company focused on sustainability and customer satisfaction.
- Benefits: Enjoy career growth, training budgets, and a flexible work-life balance.
- Other info: Be part of a diverse team committed to innovation and professional development.
- Why this job: Make a real impact by helping others with technology in a supportive team.
- Qualifications: Customer service experience and basic IT knowledge are a plus.
The predicted salary is between 27000 - 29000 £ per year.
We’re looking for a Service Desk Analyst to join our global technology company, specialized in energy and dedicated to enabling a more sustainable future. At Cegal’s Service Desk, the focus is on the customers and their employees. The goal is to provide the world's best service with smiling, enthusiastic and customer‑centric employees. Our Customer Support team resolves nearly 90 percent of incoming requests with 1st and 2nd line support, highlighting the commitment we have to providing customer service and being great problem solvers. Are you passionate about showing others how technology can make things better? If so, this role might be perfect for you! Together with us, you will have the possibility to develop your skills in a supportive and inclusive team.
Responsibilities
- Serve as the single point of contact for client IT issues via phone, live chat, and email by providing high-quality customer support through effective written and verbal communication.
- Manage UK IT Operations mailboxes, ensuring all communications are appropriately actioned and cases are logged in the ITSM tool.
- Categorize, elevate, and dispatch tickets or cases to operational teams or vendors through the Service Management System to minimize customer impact.
- Manage and own Access Management processes for all UK customers, including processing account creations, removals, and access level requests in line with customer requirements.
- Contribute to the development of the internal knowledge base.
- Provide shift cover with current UK IT Operations rota between 07:00 – 17:30 Mon – Fri. 40 hours a week in total.
- Participate in OUT OF HOURS Standby Rota as part of the 24‑hour service requirement.
Qualifications
- Good understanding of ITIL (Foundation level qualification desirable) with knowledge of ServiceDesk operations and ServiceNow (ITSM tool).
- Experience working in IT service operations is desirable but not essential.
- Ability to provide basic technical support over the phone and in person.
- Excellent phone skills, professional demeanor, and knowledge of customer service principles and practices.
- Previous customer service experience strongly desired.
- Great written, oral, and interpersonal communication abilities.
Benefits
- Career paths – Advance your career with trainee programs, mentorship, growth dialogue.
- Influence – Ideal company size - global impact, yet with room to stand out and make a difference.
- Professional growth – Benefit from a training budget and dedicated time for learning and growth, while enjoying access to digital courses and our very own certification center.
- Technology – We are passionate about new tech. Test the latest technologies and learn how to implement them in real‑world scenarios.
- Work‑life balance – Enjoy a supportive and flexible work environment that enables you to thrive both professionally and personally.
- Diversity – Support diversity in the tech industry through our Diversity at Cegal initiative and Women at Cegal network.
Location Aberdeen
Salary £27,000 - £29,000 depending on experience and fit for the role.
Contact Contact hiring manager Chris Ranking. Chris.Rankin@cegal.com
Additional Information This is a direct company recruitment. We will not accept applications or candidates via employment agencies. As a candidate, you will need to have the right to work in the UK. Cegal does not sponsor visas. For successful candidates, Cegal might ask for consent to perform a background check.
Service Desk Analyst employer: Cegal
Contact Detail:
Cegal Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Cegal and its mission. Understanding their focus on sustainability and customer service will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since this role is all about providing top-notch customer support, make sure you can articulate your thoughts clearly. Try role-playing common service desk scenarios with a friend to boost your confidence.
✨Tip Number 3
Show off your problem-solving skills! Be ready to discuss past experiences where you successfully resolved IT issues or helped customers. Use the STAR method (Situation, Task, Action, Result) to structure your answers and make them impactful.
✨Tip Number 4
Apply through our website! We want to see your application directly, so head over to our careers page and submit your details there. It’s the best way to ensure your application gets the attention it deserves!
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Show Your Passion for Customer Service: When writing your application, let us see your enthusiasm for helping others! Share examples of how you've provided excellent customer support in the past, as this is key for a Service Desk Analyst role.
Tailor Your Application: Make sure to customise your CV and cover letter to highlight relevant skills and experiences that match the job description. We love seeing candidates who take the time to align their background with what we’re looking for!
Be Clear and Concise: In your written application, clarity is crucial. Use straightforward language and avoid jargon unless it’s relevant. We appreciate well-structured applications that are easy to read and understand.
Apply Through Our Website: Don’t forget to submit your application through our official website! This ensures it gets to the right people and helps us keep track of all applicants efficiently. We can’t wait to hear from you!
How to prepare for a job interview at Cegal
✨Know Your ITIL Basics
Brush up on your ITIL knowledge, especially if you have a Foundation level qualification. Be ready to discuss how ITIL principles apply to service desk operations and how they can enhance customer support.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you provided excellent customer service. Highlight your ability to communicate effectively over the phone and in writing, as this role heavily relies on those skills.
✨Familiarise Yourself with ServiceNow
If you have experience with ServiceNow or similar ITSM tools, make sure to mention it. If not, do a bit of research on how these systems work and be ready to discuss how you would manage tickets and cases efficiently.
✨Demonstrate Problem-Solving Abilities
Think of scenarios where you successfully resolved IT issues or helped customers overcome challenges. Be prepared to walk through your thought process during the interview, showcasing your analytical and problem-solving skills.