At a Glance
- Tasks: Provide 1st line IT support and troubleshoot issues across various platforms.
- Company: Join a dynamic team focused on enhancing customer satisfaction in IT services.
- Benefits: Gain valuable experience, develop technical skills, and enjoy a supportive work environment.
- Other info: Opportunity for growth in a fast-paced, collaborative setting.
- Why this job: Make a real difference by helping customers solve their IT problems every day.
- Qualifications: Strong communication skills and basic IT troubleshooting experience required.
The predicted salary is between 25000 - 35000 £ per year.
The role shall enhance the reputation of the Group with effective and satisfactory customer communications. The successful candidate will be responsible for providing 1st line support (via telephone, email) across a broad range of platforms and technologies. The incumbent shall ensure that calls are responded to and faults rectified in an efficient manner, within given SLA’s and reported upon as required.
Responsibilities
- Customer Services
- Maintain Helpdesk Incident Log
- Update Customers accordingly
- Close fault calls within contractual SLAs
- Provide appropriate monthly reports in respect of Helpdesk/Ad-hoc activities
- Technical Support
- Respond & troubleshoot incidents and service requests related to a variety of IT Services.
- Log all incoming incidents and service requests according to processes and local procedures in our Service Management System
- Ensure that incoming incidents and service requests are correctly categorised and recorded
- Provide first line support service, making decisions on the best time to resolve the problem over the phone or call back
- Reporting incidents to 3rd party suppliers and monitoring their response.
- Direct unresolved issues to next level support
- Logistics
- Raise Purchase Orders as appropriate.
- Procure & arrange delivery/return of stock as required.
- Maintain records & produce reports, as required.
- Bid Support
- Maintain RFQ Log & associated records
- Assist with production of Bids, presentations, etc.
- Provide appropriate monthly reports in respect of Bid & Service activities.
Essential Skills
- Commercial awareness, good understanding of the I.T Maintenance and Service Industry and good technical awareness.
- Confident and professional telephone manner backed up with good IT technical skills, able to work as part of a team and deliver in a busy pressurised environment and excellent Excel skills.
- A proactive and self-motivated individual, you will have the ability to stay calm and positive under pressure and good organisational skills and attention to detail.
- Be able to troubleshoot basic end-user issues on various software, hardware, and network systems, ITIL qualification advantageous however not essential, proficient in MS Office Suite and articulate (written / verbal) Communicator.
- Methodical Organisational skills, effective Time Management, maintains personal performance whilst under operational pressure, desire to succeed, self-motivated and good interpersonal skills.
Desirable Skills
- An appreciation of the industry standard best practice framework for service delivery.
- Detailed knowledge of a wide variety of IT systems, connectivity and peripherals.
- Previous involvement in bid management activities.
- Degree in relevant subject.
- Third party management services experience.
- A proven track record in service delivery within an IT environment.
- MS365/Exchange, project management skills and influencing skills.
IT Service Desk Analyst in Lisnaskea employer: DoneDealJObs
As an IT Service Desk Analyst with us, you will join a dynamic team that values effective communication and customer satisfaction. Our company fosters a supportive work culture that encourages professional growth through continuous training and development opportunities, all while enjoying the benefits of working in a vibrant location that promotes work-life balance. We pride ourselves on our commitment to excellence and innovation, making us an exceptional employer for those seeking a rewarding career in IT support.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Desk Analyst in Lisnaskea
✨Tip Number 1
Get your networking game on! Reach out to people in the IT industry, especially those who work in service desks. You never know who might have a lead on a job or can give you insider info about the company.
✨Tip Number 2
Practice your phone skills! Since this role involves a lot of customer communication, make sure you're comfortable talking on the phone. Try mock calls with friends to get used to troubleshooting and explaining tech issues clearly.
✨Tip Number 3
Show off your tech knowledge! When you get an interview, be ready to discuss your experience with various IT systems and how you've handled incidents in the past. Use specific examples to demonstrate your problem-solving skills.
✨Tip Number 4
Don't forget to apply through our website! We love seeing candidates who are proactive and engaged. Plus, it’s a great way to stay updated on new roles and opportunities that fit your skills.
We think you need these skills to ace IT Service Desk Analyst in Lisnaskea
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the IT Service Desk Analyst role. Highlight your customer service experience and any technical skills you have, especially in troubleshooting and IT support.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're the perfect fit for this role. Share specific examples of how you've provided excellent customer service or resolved technical issues in the past. Keep it engaging and relevant!
Show Off Your Communication Skills:Since effective communication is key in this role, make sure your application showcases your written and verbal communication skills. Use clear and concise language, and don’t forget to proofread for any typos!
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 to do!
How to prepare for a job interview at DoneDealJObs
✨Know Your Tech
Brush up on your technical knowledge related to IT services and support. Be ready to discuss common issues you might encounter and how you'd troubleshoot them. This shows you're not just a people person but also technically savvy!
✨Customer Service Focus
Since the role emphasises effective customer communication, prepare examples of how you've handled difficult customer interactions in the past. Highlight your ability to stay calm under pressure and resolve issues efficiently.
✨Familiarise with SLAs
Understand what Service Level Agreements (SLAs) are and why they matter. Be prepared to discuss how you would ensure that calls are responded to and faults rectified within these timeframes. This demonstrates your commitment to service excellence.
✨Showcase Your Organisational Skills
The job requires good organisational skills and attention to detail. Bring examples of how you've managed multiple tasks or projects simultaneously. This will help illustrate your ability to maintain performance under pressure.
