At a Glance
- Tasks: Provide first-line technical support and resolve customer queries via phone, email, and chat.
- Company: Join a dynamic team in Basingstoke with a focus on customer service excellence.
- Benefits: Enjoy a 4 days on, 4 days off shift pattern with remote weekend work options.
- Other info: Great opportunity for career growth in a supportive, collaborative environment.
- Why this job: Make a real difference by helping users solve their tech issues every day.
- Qualifications: Experience in a Service Desk environment and strong customer service skills required.
The predicted salary is between 30000 - 40000 £ per year.
About the Role
The Service Desk Analyst is responsible for providing first-line technical support to managed service customers. This role operates primarily within the service desk environment, handling incoming queries via phone, email, and instant messaging platforms.
Location: Basingstoke
Work Pattern: This Basingstoke-based role operates on a 4 days on / 4 days off shift pattern, with working hours from 7:00 AM to 7:00 PM on weekdays. Weekend shifts are worked remotely, offering a blend of onsite and hybrid working. Very occasional travel to London to cover on-site shift when required.
About Your Experience
Your main responsibilities will include (but not be limited to):
- Provide a channel for users to request and receive standard services, via email, phone, and self-service.
- Maintain a high degree of customer service for all customer interactions and adhere to all service management principles working to the contractual SLA’s.
- Take ownership of users' incidents and requests and be proactive when dealing with these.
- Perform fixes within your skill level and if unable to resolve the issue escalate to other analysts as appropriate while maintaining overall ownership of the issue until its closure.
- Follow up with other analysts/the customer for updates on open incidents/requests and regularly update the user on progress.
Incidents/Request for Service Duties:
- Recording and monitoring all faulty calls & requests for service on the Customer’s ITSM Tool.
- Triage and resolution of faults / requests where the customer has provided access and knowledge to resolve the issues.
- Escalation to customer internal teams, of faults that they are responsible for resolving.
- Communication with the users being supported, both via the ticket and over the phone, to record and triage the tickets.
- Communication with the customer resolver teams, to escalate and help with triage tickets.
Systems Support:
- ITSM tools
- Remote connection tools
- MS Office
- Windows OS
System Administration:
- Record all faults and related occurrences on the ITSM system
- Produce and update documentation of fixes for known issues
- Upkeep of IT procedures (under direction of Line Manager)
What you’ll bring:
- Experience working in a Service Desk environment, preferably with a Managed Service Provider.
- Hands-on experience with service desk and remote-control software.
- Ability to give instructions to a non-technical audience.
- Experience with Active Directory, Windows OS systems, from 10 onwards and IOS & Android.
- Proactive, positive, self-starter and team player with a skill of continually improving processes.
- Ability to work in a team-based, collaborative environment.
- Track record of working in a customer-facing environment.
- Ability to digest complex data and relay it to users in a manageable, clear and concise way.
- Experience in Customer Service is essential.
- Experience of operating in high pressure and fast-moving environments.
- Excellent organisational skills.
- Service Level and Customer experience level Management experience.
- Good computer skills and the ability to use business support software and ITSM tools.
- Strong teamwork skills and attention to detail.
- ITIL v3 Foundation (minimum)
- Experience with Hornbill (Advantageous only)
Key Measures and Targets:
- Timely response and resolution of Customer queries.
- Achieving target Response and Resolution SLA’s.
- Positive feedback on any Customer Satisfaction Survey.
Key Behaviours
- Customer Focus: Demonstrates a high level of commitment to providing excellent customer service, ensuring a positive experience for users, and adhering to service management principles.
- Communication Skills: Proficient in communicating clearly and effectively.
- Problem-Solving and Decision-Making: Takes initiative in resolving incidents within their expertise, accurately triaging requests, and escalating issues when necessary while maintaining ownership until resolution.
- Accountability: Shows responsibility for user incidents and requests, ensuring follow-ups and updates are consistently provided, taking proactive steps to complete tasks.
- Teamwork: Works well with other analysts and customer resolver teams to escalate, communicate, and resolve user issues, fostering a cooperative environment.
- Attention to Detail: Accurately records and monitors incidents and requests.
- Empathy and Patience: Exhibits understanding and patience when dealing with user concerns, especially during complex or recurring issues.
Service Desk Analyst - Basingstoke. Shift: 4 days on and 4 days off employer: Codestone
Join our dynamic team in Basingstoke as a Service Desk Analyst, where we prioritise a supportive work culture that values employee growth and development. With a unique 4 days on, 4 days off shift pattern, you will enjoy a balanced work-life schedule, complemented by opportunities for hybrid working and occasional travel to London. We are committed to providing excellent customer service while fostering a collaborative environment that encourages innovation and continuous improvement.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst - Basingstoke. Shift: 4 days on and 4 days off
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the hunt for a Service Desk Analyst role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Practice makes perfect! Before any interviews, do some mock sessions with friends or family. Focus on common questions for service desk roles and showcase your problem-solving skills. We want you to shine!
✨Tip Number 3
Be proactive! If you see a company you love, don’t wait for them to post a job. Reach out directly through our website and express your interest. Sometimes, the best opportunities come from taking the initiative!
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great chance to reiterate why you’re the perfect fit!
We think you need these skills to ace Service Desk Analyst - Basingstoke. Shift: 4 days on and 4 days off
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your customer service experience and any relevant technical skills, especially those related to service desk environments.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're the perfect fit for the Service Desk Analyst role. Share specific examples of how you've provided excellent customer service and resolved technical issues in the past.
Show Off Your Communication Skills:Since this role involves a lot of communication with users, make sure your application showcases your ability to explain complex issues clearly. Use straightforward language and keep it concise!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Codestone
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around ITSM tools, Windows OS, and remote support software. Being able to discuss your hands-on experience confidently will show that you're ready for the role.
✨Customer Service Mindset
Since this role is all about providing excellent customer service, think of examples from your past experiences where you went above and beyond for a customer. Be prepared to share these stories during the interview to demonstrate your commitment to customer satisfaction.
✨Practice Clear Communication
You’ll need to explain technical issues to non-technical users, so practice simplifying complex concepts. During the interview, try to communicate clearly and concisely, showcasing your ability to relay information effectively.
✨Show Your Team Spirit
This position requires teamwork, so be ready to discuss how you've collaborated with others in previous roles. Highlight any experiences where you worked with teams to resolve issues or improve processes, as this will show you’re a great fit for their collaborative environment.
