At a Glance
- Tasks: Be the go-to person for IT support and help shape our tech future.
- Company: Join one of the UK's largest electrical wholesalers on a digital transformation journey.
- Benefits: Enjoy competitive pay, flexible working, and opportunities for growth.
- Other info: Great team culture with plenty of chances to learn and develop your skills.
- Why this job: Make a real impact by solving problems and improving processes in a dynamic environment.
- Qualifications: Strong communication skills and a passion for technology are essential.
The predicted salary is between 25000 - 35000 £ 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!
Key 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.
Essential Experience
- 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 team player who can collaborate effectively and communicate handovers clearly.
- Demonstrates initiative and a genuine desire to learn and develop.
Desirable Experience
- 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. CompTIA, Microsoft, ITIL Foundation).
IT Service Desk Analyst in North East employer: Citytech
As a leading electrical wholesaler in the UK, we offer an exciting opportunity for IT Service Desk Analysts to be at the forefront of our digital transformation. Our collaborative work culture fosters creativity and innovation, while our commitment to employee development ensures you have the resources and support to grow your career. With a focus on modern technologies like AWS and AI, you'll be part of a dynamic team that values your contributions and encourages continuous learning.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Desk Analyst in North East
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Prepare for those interviews! Research the company and its tech stack, especially around AWS and AI. Be ready to discuss how your skills can help modernise their systems and improve processes.
✨Tip Number 3
Show off your problem-solving skills during interviews. Share examples of how you've tackled IT issues in the past, especially in a service desk environment. This will demonstrate your ownership and drive to resolve problems.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining our team and contributing to our tech transformation.
We think you need these skills to ace IT Service Desk Analyst in North East
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the job description. Highlight your experience in IT support and any relevant skills that match what we're looking for. We want to see how you can contribute to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to showcase your passion for technology and problem-solving. Tell us why you're excited about joining our team and how you can help us modernise our systems.
Show Off Your Communication Skills:Since communication is key in this role, make sure your application reflects your ability to convey information clearly and professionally. Whether it's your CV or cover letter, keep it concise and engaging!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Citytech
✨Know Your Tech
Brush up on your technical knowledge, especially around ERP systems and common IT tools. Being able to discuss how these systems work will show your genuine curiosity and help you stand out as a problem-solver.
✨Communication is Key
Practice clear and professional communication. Since you'll be the first point of contact for IT support, demonstrating empathy and clarity in your responses during the interview will highlight your suitability for the role.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've resolved issues in the past. Think about times when you took ownership of a problem and drove it to resolution, as this aligns perfectly with what they’re looking for.
✨Team Player Vibes
Be ready to discuss how you collaborate with others. Share experiences where you worked effectively within a team, especially in high-pressure situations, to demonstrate that you can communicate handovers clearly and contribute positively.
