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- Tasks: Support mobile devices and services, resolving issues and maintaining documentation.
- Company: Join a leading tech company focused on mobile technology solutions.
- Benefits: Enjoy a full-time role with opportunities for growth and skill development.
- Why this job: Be part of an innovative team, enhancing your tech skills while making a real impact.
- Qualifications: Experience in service desk roles, especially with mobile tech, is essential.
- Other info: Onsite work required in Milton Keynes or Nottingham, with rotating shifts.
The predicted salary is between 36000 - 60000 £ per year.
An opportunity has arisen for First Line Analysts to join a Service Desk team for one of our prestigious customers. The role will focus on providing a top-class service as a first point of contact for anyone with IT related issues. This role will be covering the hours of 8am till 6pm, Monday to Friday, with varying shift patterns. The primary duties will include receiving and accurately logging incidents, managing Active Directory Groups, mailboxes and permission management.
Based on the customer site 5 days per week in Nottingham or Milton Keynes, you will be working in a small team. Prior technical knowledge of hardware and software is an advantage, but not vital as training is given to the successful applicants. Attitude and aptitude are as important as technical skills. The team has a wide range of experience with ages, we welcome applications from people beginning their IT career and also more experience service desk professionals.
This role is a 12 month fixed term contract and will require you to pass SC Clearance.
What you’ll do
- Capture customer details and the issue description into a call management application, then provide additional information about possible next steps to the caller
- Resolve incidents remotely where possible and update colleagues on any un-documented fixes
- Distribute incidents and requests to other support teams
- Provide ticket updates to the customer
- Perform additional troubleshooting if tickets are missing information
- Escalate incidents where customer calls to chase, or where progress is slow.
- Monitor Service Desk ticket queues, ensuring that all tickets are fully updated and are processed appropriately
- Establish and maintain high levels of communication with customers and staff
- Analyse and investigate customer issues and requests, provide appropriate support and guidance with further troubleshooting if necessary
- Update and create knowledge articles while archiving legacy documents which are no longer needed
What you’ll need
- Must be able to either currently hold SC clearance or ability to go through this process
- Be able to attend the customer site 5 days per week in Nottingham or Milton Keynes, remote working is not currently available
- Experience of working in a 1st/2nd line environment is preferred, but not vital
- Can confidently take ownership of an incident then recommended fixes or areas of investigation to ensure it reaches a satisfactory resolution
- Ability to work well in a team and to support team members
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Service Desk Analyst employer: Computacenter
Contact Detail:
Computacenter Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Familiarise yourself with the latest mobile technologies, especially iOS and Android. Being well-versed in these platforms will not only boost your confidence during interviews but also demonstrate your commitment to staying updated in a fast-paced tech environment.
✨Tip Number 2
Network with current or former Service Desk Analysts, particularly those who have worked with mobile technology. They can provide valuable insights into the role and may even refer you internally, which can significantly increase your chances of landing the job.
✨Tip Number 3
Prepare for scenario-based questions that focus on troubleshooting mobile device issues. Practising how you would handle specific problems can help you articulate your thought process clearly during the interview.
✨Tip Number 4
Showcase your customer service skills by preparing examples of how you've successfully resolved user issues in the past. Highlighting your ability to communicate effectively and maintain customer satisfaction will set you apart from other candidates.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in service desk roles, particularly with mobile technology. Emphasise your understanding of mobile device ecosystems like iOS and Android, as well as any experience with MDM platforms such as Workspace ONE.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention your willingness to obtain Security Clearance if you don't already have it, and provide examples of how you've successfully resolved mobile-related issues in previous roles.
Showcase Customer Service Skills: Highlight your customer service experience and communication skills in both your CV and cover letter. Provide specific examples of how you've managed incidents and supported users effectively, demonstrating your commitment to customer satisfaction.
Prepare for Technical Questions: Be ready to discuss your technical knowledge during the application process. Brush up on troubleshooting techniques for mobile devices and be prepared to explain how you would handle common issues related to mobile connectivity and support.
How to prepare for a job interview at Computacenter
✨Showcase Your Technical Knowledge
Make sure to brush up on your understanding of mobile device ecosystems, particularly iOS and Android. Be prepared to discuss your experience with MDM platforms like Workspace ONE, as this will demonstrate your technical expertise relevant to the role.
✨Emphasise Customer Service Skills
Since the role focuses heavily on customer support, highlight your previous experiences where you successfully resolved customer issues. Use specific examples that showcase your communication skills and attention to detail in providing excellent service.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions during the interview. Think about common mobile technology issues you've encountered and how you resolved them. This will help you illustrate your troubleshooting skills and ability to work under pressure.
✨Demonstrate Team Collaboration
The job requires working closely with team members, so be ready to discuss how you have collaborated in past roles. Share examples of how you supported colleagues or contributed to team projects, which will show your ability to work effectively in a team environment.
