At a Glance
- Tasks: Provide first and second line IT support for diverse users and manage hardware devices.
- Company: Government client in Newcastle with a focus on technology and user support.
- Benefits: Competitive daily rate, potential for remote work, and valuable experience in IT.
- Other info: Opportunity for career growth and exposure to emerging technologies.
- Why this job: Be the face of Live Service and make a real difference in user support.
- Qualifications: Experience in a Service Desk environment and strong customer service skills.
The predicted salary is between 31500 - 38500 £ per year.
We are seeking a Service Desk Analyst for our Government client based in Newcastle. This role will be office based 5 days per week with the opportunity to work from home on occasion, and the working hours are 8am-4pm.
The Service Desk Analyst role will be an initial contract until 31/03 paying between £300 - £340/Day Inside IR35. This role is inside IR35 - Due to the service of the role it will now be based on an Umbrella solution.
Role Profile:
- You will be acting as the first point of contact for all users operating on the Official platform - supporting an array of laptop devices (Windows and MacOS operating systems), smartphones (Android and iOS), VoIP systems and Google Cloud services for standard office tools.
- Support will be provided to a diverse user base.
- There may be a requirement for this role to elevate to full time deskside support depending on the needs or the tech hub.
- Be the face of Live Service - providing first and second line support for all IT related issues, interacting with a diverse user base.
- Manage, support, asset track and maintain all associated hardware devices.
- Rotation between phone and IT portal ticket support, and user facing assistance at deskside.
- Track all incidents and service requests, prioritising as necessary and resolving within agreed timescales.
- Create, issue and manage/maintain corporate accounts for joiners/leavers.
- Processing service requests.
- Work collaboratively across the Technology pillar and wider IT Team, ensuring internal processes are delivered efficiently and reviewed and updated as necessary.
- A passion for providing high levels of customer service.
- Experience of working in a Service Desk environment.
- A problem solver.
- Able to maintain both a user and service focus by taking ownership and accountability of issues encountered.
- Have experience in explaining technical issues to technical and non-technical people, using and understanding new and emerging technologies to support this.
It's desirable that you have:
- ITIL accreditation or experience of working in an ITIL environment.
- Experience or knowledge of Google Workspace.
- Experience or knowledge of MacOS.
If you are interested in the above, hit the Apply now button!
Service Desk Analyst employer: Circle Recruitment Careers
As a Senior Security Engineer with our esteemed Government client, you will be part of a dynamic team dedicated to enhancing national security. The company fosters a collaborative work culture, offering flexible working arrangements and opportunities for professional growth through continuous training and development. With offices located nationally, you can enjoy the benefits of a supportive environment while contributing to meaningful projects that make a real difference.
Contact Details:
Circle Recruitment Careers Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Circle Recruitment Careers. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Circle Recruitment Careers before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Circle Recruitment Careers:Your cover letter is your chance to shine! Tell us why you want to work at Circle Recruitment Careers specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Circle Recruitment Careers!
How to prepare for a job interview at Circle Recruitment Careers
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
