At a Glance
- Tasks: Provide first-level IT support and troubleshoot hardware/software issues for internal customers.
- Company: Join a leading company committed to employee growth and wellbeing.
- Benefits: Enjoy competitive pay, 25 days holiday, health cash plan, and extensive training opportunities.
- Other info: Collaborative team environment with great career development potential.
- Why this job: Be the go-to tech hero, solving problems and making a real difference every day.
- Qualifications: Experience in application support and hardware troubleshooting is essential.
The predicted salary is between 30000 - 40000 £ per year.
The IT Service Desk Analyst will install, configure, evaluate, maintain, monitor, and troubleshoot client computing hardware and software to meet or exceed published SLA's, with effective management of the customer relationship during the support process. Primarily responsible for providing first level support through handling incoming queries from internal customers. Initial customer contact could be over the phone, via request and incident management self-service, email, messaging or in person.
Key Responsibilities
- Answers, responds to inbound calls and electronic requests from internal customers.
- Creates and documents all support incidents from internal customers into the IT Service Management system.
- Provides first line support to resolve all tickets at the service desk before transferring to other IT and business teams.
- Analyzes and attempts to resolve tickets related to software and hardware.
- Establishes and develops relationships with other IT teams through frequent constructive communication.
- Complies with and supports policies and procedures.
- Ensures timely resolution or escalation of tickets, and promptly communicates progress to internal customers.
- Handles customers' issues or requests with a professional attitude.
- Provides user support in highly virtualized global environments.
- Participates in the out-of-hours support call rotation.
- Performs other related duties as assigned.
Core Competencies
- Exceptional customer service skills, including but not limited to excellent telephone manner and the ability to manage challenging situations and expectations.
- Proven analytical and problem‑solving abilities.
- Ability to effectively prioritize and execute tasks in a high‑pressure environment.
- Excellent written, oral, and interpersonal communication skills with a focus on listening and questioning skills.
- Ability to conduct research and product support as required.
- Ability to present ideas in business‑friendly and user‑centric language.
- Excellent technical knowledge of client computing hardware and software, including operating systems, applications, and related products, web browsers, and utility tools such as anti‑virus, file management and deployment software.
- Working technical knowledge of current protocols, operating systems, and standards.
- Excellent technical knowledge of mobile devices (smart‑phones, tablets, etc.).
- Team‑oriented and skilled in working within a collaborative environment.
Experience Requirements
- Extensive application support experience.
- Hands‑on hardware troubleshooting experience.
- Extensive equipment support experience with laptops, desktops, mobile devices, etc.
- 2 years equivalent work experience; or an equivalent combination of education and experience, a degree in the field of computer information systems and/or professional qualifications with work experience.
Benefits
You'll receive competitive compensation and a fantastic benefits package including a health cash plan, 25 days holiday, pension scheme, life assurance, access to our Wellness Platform to support you in mental health and wellbeing, a discounted contact lens scheme and much more! We are committed to our employees' personal and professional development and offer extensive training to support your career growth and help every individual to reach their full potential. We also provide access to LinkedIn Learning to help you develop in your career and grow with CooperVision.
EEO Statement
All suitably qualified applicants will receive equal consideration and opportunities from CooperVision.
IT Service Desk Analyst employer: CooperVision
CooperVision is an exceptional employer that prioritises employee well-being and professional growth, offering a competitive benefits package including a health cash plan, generous holiday allowance, and access to wellness resources. Our collaborative work culture fosters strong relationships among teams, ensuring that IT Service Desk Analysts receive the support they need to thrive in a dynamic environment while developing their skills through extensive training and LinkedIn Learning opportunities.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Desk Analyst
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what CooperVision values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges CooperVision might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at CooperVision!
✨Direct Apply to CooperVision
Let's not forget to apply directly through the CooperVision website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace IT Service Desk Analyst
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at CooperVision.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at CooperVision. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at CooperVision
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
