At a Glance
- Tasks: Be the first point of contact for clients, resolving incidents and service requests efficiently.
- Company: Join Conscia, a leading provider in cybersecurity and IT solutions with a vibrant culture.
- Benefits: Enjoy a competitive salary, remote work flexibility, and opportunities for professional growth.
- Other info: Dynamic team environment with a focus on collaboration and client satisfaction.
- Why this job: Make a real impact by delivering top-notch service and support to clients.
- Qualifications: Experience in service desk roles and a solid understanding of networking concepts required.
The predicted salary is between 30000 - 40000 £ per year.
Job Type: Permanent
Hours of Work: Full-time
Location: Remote, however occasional travel to customers’ sites in the Manchester/Liverpool area is required, hence candidates will ideally be based in the North West of England.
Department: Service Governance & Operations
Reporting to: Service Operations Manager
About Conscia: Conscia is a leading provider of cybersecurity, networking, hybrid cloud, and observability solutions for mission-critical IT infrastructure in large European organisations. Conscia’s experts design, implement, and run innovative, customised IT solutions across cybersecurity, networking, hybrid cloud, and observability, supporting our customers throughout their technology lifecycles.
People and Culture: We believe our company culture is part of what makes us special: it’s part of what people love about working here. We’re dedicated to nurturing this positive and inclusive culture, so that people are empowered to bring their whole selves to work each day. Our goal is to foster an environment where people feel valued, heard, and supported, and where they can thrive and succeed. This is reflected in our company values: Inspire Trust, Commit to Collaborate, Deliver on Promise, Learn for Life and Embrace Sustainable Change.
The Role – What YOU will be doing at Conscia: The Service Desk Analyst is the first point of contact for clients contacting Conscia's Service Desk. This role is responsible for delivering a prompt, professional, and high-quality response to all incoming incidents and service requests, ensuring they are accurately logged, triaged, and either resolved at first contact or escalated appropriately to the 2nd Line team. Working within Conscia's managed services support function, the Service Desk Analyst plays a vital role in maintaining client satisfaction and upholding service levels. Conscia's managed service portfolio is primarily built on Cisco technologies, but increasingly spans other vendor platforms including Juniper, Palo Alto, and Fortinet. The role requires strong communication skills, a solid foundation in networking and IT support, and a genuine commitment to client-first service delivery.
Requirements:
- Essential: Previous experience in a 1st line or service desk support role, with exposure to incident management and ticket-based working.
- A solid foundation in networking concepts, including routing, switching, and connectivity troubleshooting, across one or more vendor platforms.
- Familiarity with ITSM ticketing systems and structured support processes.
- Experience communicating with clients in a professional, service-oriented environment.
- A relevant networking or support certification, such as Cisco CCNA, Juniper JNCIA, CompTIA Network+, or equivalent — or a clear commitment to working towards one.
- Strong analytical and problem-solving skills, with the ability to diagnose issues systematically and calmly under pressure.
- Excellent written and verbal communication skills, with the ability to explain technical information clearly to non-technical users.
- Highly organised, able to manage multiple open tickets simultaneously without losing attention to detail or SLA awareness.
- A collaborative, client-first attitude with a genuine desire to resolve issues and deliver an excellent service experience.
- Nice to have: ITIL Foundation certification or awareness of ITIL service management principles.
- Experience working within a managed services or technology partner environment.
- Familiarity with Cisco technologies as the primary vendor platform, with awareness of other vendors such as Juniper, Palo Alto, or Fortinet being advantageous.
- Exposure to network monitoring tools and proactive alerting platforms.
Working Arrangements: This role includes participation in an on-call rota to respond to high-priority client alerts outside of core business hours, typically one week per month. An on-call allowance is paid in addition to base salary. Client site visits will be required on occasion. Candidates must hold a full, valid UK driving licence and have access to their own vehicle for this purpose.
Success Measures:
- Incidents and service requests acknowledged and logged within agreed SLA timeframes.
- High first-contact resolution rate for incidents within the 1st line scope.
- Positive client satisfaction feedback, reflecting professionalism and quality of communication throughout the support journey.
- Accurate and timely ticket records maintained at all stages of incident lifecycle.
- Escalations to 2nd line are complete, well-documented, and require no further information gathering from the client.
Service Desk Analyst employer: Conscia
At Conscia, we pride ourselves on being an exceptional employer, offering a vibrant and inclusive work culture that empowers our employees to thrive. With a strong focus on professional development and a commitment to client-first service delivery, our Service Desk Analysts play a crucial role in maintaining high client satisfaction while enjoying the flexibility of remote work combined with opportunities for occasional site visits in the North West. Join us to be part of a dynamic team where your contributions are valued, and you can grow alongside industry-leading experts in cybersecurity and networking solutions.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst
✨Get Involved in the Cybersecurity Community
Diving into the cybersecurity community is key for landing that full-time gig. Join forums like Reddit's r/cybersecurity or attend local meetups to connect with industry veterans and other job seekers. Networking is everything in this field—don’t just be a passive lurker!
✨Show Off Your Skills with Capture the Flag Competitions
Participate in Capture the Flag (CTF) competitions; these are not just a fun way to boost your skills but also a chance to showcase your talent to potential employers. Many companies, including Conscia, love seeing candidates who actively engage in these challenges.
✨Tailor Your Online Presence
Make sure your LinkedIn and any professional profiles reflect your cybersecurity expertise. Share your projects, whether they’re personal or from a previous role, to catch the eye of hiring managers. This is how they’ll find your passion and commitment to the field!
✨Apply Directly Through Conscia
Don’t forget to head straight to our website and check out any openings for cybersecurity roles at Conscia. Applying directly can sometimes give you an edge, especially if you can mention that you've been following our work or engaging in the community.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Show off your technical skills:In cybersecurity, it's crucial to highlight your technical prowess. Make sure your CV showcases specific skills like network security, penetration testing, or threat analysis. If you have relevant certifications (like CEH or CISSP), pop those on the front page to grab attention!
Tailor your portfolio for the role:Even for a full-time role, a portfolio can set you apart. If you've worked on any cybersecurity projects—be it CTF challenges, security assessments, or research papers—include these in your application. This demonstrates not just your skills, but also your hands-on experience!
Use real-world examples:When writing your cover letter, don’t just stick to your qualifications. Share real-world examples of how you’ve tackled security issues or vulnerabilities. This gives the hiring team at Conscia insight into your practical problem-solving abilities and makes your application memorable.
Demonstrate your passion for cybersecurity:Cybersecurity is an ever-evolving field, so show us that you’re always learning! Mention any recent courses, webinars, or industry events you’ve attended. This not only exhibits your enthusiasm but also signals to Conscia that you’re committed to staying ahead in the game.
How to prepare for a job interview at Conscia
✨Sharpen Your Technical Skills
For a role in cybersecurity, it’s essential to be up-to-date with the latest tools and techniques. Brush up on your knowledge of firewalls, intrusion detection systems, and vulnerability assessment tools. Be ready to discuss specific scenarios where you’ve applied these skills, as hands-on experience can really set us apart in interviews.
✨Prepare for Scenario-Based Questions
Expect the interviewers at Conscia to throw in some hypothetical situations to see how you’d handle them. Think about common security breaches or incidents and be prepared to explain how you would respond. This not only shows your problem-solving skills but also your understanding of real-world cybersecurity challenges.
✨Highlight Your Certifications
Certifications like CompTIA Security+, CISSP, or CEH can give you a significant edge in a full-time role in cybersecurity. Make sure to mention these during your interview and be prepared to discuss what you learned through those certifications and how they relate to the position at Conscia.
✨Show Your Passion for Cybersecurity
Since you’re going for a full-time gig, showing genuine enthusiasm for the field can make all the difference. Share any personal projects, blogs, or communities you’re part of that relate to cybersecurity. This not only showcases your passion but also your commitment to staying engaged in this ever-evolving field.
