At a Glance
- Tasks: Provide top-notch tech support and troubleshoot user issues for mission-critical software.
- Company: Join DSA, a forward-thinking company dedicated to innovation and customer satisfaction.
- Benefits: Enjoy a competitive salary, health benefits, and opportunities for professional growth.
- Other info: Dynamic work environment with a focus on continuous improvement and career advancement.
- Why this job: Make a real difference by enhancing user experiences with cutting-edge technology.
- Qualifications: Bachelor’s degree in a tech field and experience in service desk support required.
The predicted salary is between 60000 - 70000 £ per year.
All hired employees are expected to have experience with Microsoft Copilot and / or an approved equivalent AI solution.
Summary
DSA, Inc is seeking a Help Desk Analyst to provide responsive, customer-focused technical support for users of mission-critical software applications and information technology systems.
The Help Desk Analyst will troubleshoot user issues, manage service desk tickets, support system adoption, contribute to knowledge management, and assist with pre-deployment validation of application changes to ensure a reliable end-user experience.
- Required Skills
- Active Secret security clearance.
- Bachelor’s degree in Computer Science, Mathematics, Engineering, or a related technical discipline, plus four (4) years of relevant experience within the last four (4) years; Three (3) additional years of applicable experience, with appropriate certifications or relevant experience, may be substituted for the degree requirement, for a total of seven (7) years of experience.
- Service Desk experience providing end-user support, troubleshooting, ticket tracking, and problem resolution.
- Experience with Quality Assurance (QA) testing, including validating application changes before deployment, documenting defects, and confirming fixes meet requirements.
- Experience using JIRA or a similar ticketing/workflow management tool.
- Working knowledge of AI concepts and practical applications
- Desired Qualifications
- Experience supporting the Do D.
Responsibilities
- Provide functional and technical support for assigned software applications, IT systems, or product suites.
- Respond to user inquiries, troubleshoot issues, and perform problem resolution through the service desk process.
- Monitor service desk workflow, ticket volume, and support data to identify trends, potential outages, or downtime affecting critical IT assets and services.
- Support continuous improvement of the customer-facing portal by recommending enhancements, updating content, and identifying opportunities to improve the user experience.
- Provide user guidance, recommendations, and training to help customers effectively use supported applications and systems.
- Understand, follow, and promote Agile principles and team-based continuous improvement practices.
- Support continuous cybersecurity risk management by following established security procedures and escalating potential concerns as appropriate.
- Participate in pre-deployment application testing by validating changes from an end-user perspective, documenting defects, and supporting release readiness.
- #LI-JE1
The posted salary range is a good-faith estimate. Actual compensation will be based on the selected candidate’s qualifications, experience, skills, and other job-related factors.
- DSA - Salary Pay Range
- $60,000
- $70,000
- USD
Many of DSA's positions require the ability to obtain a security clearance.
Security clearances may only be granted to U.
S. citizens.
In addition, applicants who accept a conditional offer of employment may be subject to government security investigation(s) and must meet eligibility requirements for access to classified information.
DSA is proud to be an Equal Opportunity Employer.
DSA is committed to treating all employees and applicants for employment with respect and dignity and maintaining a workplace that is free from unlawful discrimination.
All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.
DSA requires background checks , where permitted , by law.
DSA is an E-Verify Employer.
Help Desk Analyst - CECOM in Aberdeen employer: Data Systems Analysts
DSA, Inc. is an exceptional employer that prioritises a supportive and inclusive work culture, offering employees the chance to engage in meaningful work while contributing to mission-critical projects. With a strong focus on professional development, team collaboration, and continuous improvement, DSA provides ample opportunities for growth and advancement, particularly for those passionate about technology and customer service. Located in a dynamic environment, employees benefit from competitive salaries, comprehensive training, and the chance to work with cutting-edge AI solutions, making it an ideal place for aspiring Help Desk Analysts.
StudySmarter Expert Advice🤫
We think this is how you could land Help Desk Analyst - CECOM in Aberdeen
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Data Systems Analysts. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Data Systems Analysts before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Help Desk Analyst - CECOM in Aberdeen
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Data Systems Analysts:Your cover letter is your chance to shine! Tell us why you want to work at Data Systems Analysts specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Data Systems Analysts!
How to prepare for a job interview at Data Systems Analysts
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
