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- Tasks: Provide top-notch support via chat and phone, ensuring user satisfaction.
- Company: Join a dynamic team in a tech-savvy environment.
- Benefits: Flexible shifts, competitive pay, and opportunities for growth.
- Other info: Collaborate with experts and enhance your tech skills in a supportive setting.
- Why this job: Be the hero who solves tech issues and helps others thrive.
- Qualifications: Fluent Italian speaker with 1-4 years of IT support experience.
The predicted salary is between 30000 - 40000 £ per year.
Key Responsibilities:
- Provide 1st and 2nd line support via Service Desk chat and occasionally phone during disaster recovery scenarios.
- Respond to user queries professionally, calmly, and efficiently.
- Log, categorise, and prioritise incidents accurately within the ITSM/ticketing system.
- Ensure incidents and service requests are managed in line with SLAs.
- Perform user administration and general technical support.
- Provide warm transfers to Service Desk Technical Specialists when escalation is required.
- Collaborate closely with 3rd line support and Workplace Technology teams.
- Maintain accurate troubleshooting notes, escalations, and handovers.
- Contribute to team documentation, processes, and service improvements.
Must-Have Skills:
- Fluent Italian speaker (spoken and written) to support Client Group colleagues.
- Proven 1st/2nd line Service Desk experience (chat-first support and incident management).
- Strong customer service and communication skills.
- Experience with ITSM/ticketing systems, logging incidents and managing SLAs.
- Experience supporting Windows 11 end users.
- Working knowledge of MacOS and mobile devices (iOS / Android).
- Exposure to Citrix desktops and applications.
- Experience with user administration (password resets, MFA guidance, account access issues).
- Strong structured troubleshooting approach with clear documentation.
- Ability to work rotating shifts including weekends.
Preferred / Nice-to-Have Skills:
- Microsoft 365 support experience (Outlook, Teams, OneDrive, SharePoint).
- Basic network troubleshooting skills (Wi-Fi, VPN, DNS connectivity).
- Experience with Active Directory / Azure AD.
- Familiarity with remote support tools.
- Experience supporting bespoke/internal applications.
- Knowledge base / documentation mindset with process improvement focus.
- Experience collaborating with 3rd line support teams and managing escalations.
- Understanding of major incident management or disaster recovery procedures.
Experience Required:
- Minimum 1 year of IT Service Desk experience.
- Ideally 3–4 years in a similar Service Desk or IT Support role.
Technology Environment:
- Windows 11
- MacOS
- iOS / Android devices
- Citrix desktops and applications
- Microsoft 365
- ITSM ticketing systems
Additional Information:
- The role does not involve AI integration, but candidates will interact with chatbot and voice bot tools used by the service desk.
- Candidates must demonstrate a strong interest in technology, problem solving, and delivering excellent customer service.
Service Desk Analyst employer: eTeam
Contact Detail:
eTeam Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Get your networking game on! Reach out to folks in the industry, attend meetups, or join online forums. You never know who might have a lead on that perfect Service Desk Analyst role.
✨Tip Number 2
Practice your interview skills with a mate or in front of the mirror. Focus on how you’d handle user queries and incidents, as well as your experience with ITSM systems. Confidence is key!
✨Tip Number 3
Tailor your approach for each application. Highlight your customer service skills and technical know-how, especially with Windows 11 and MacOS. Show us you’re the right fit for our team!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your 1st and 2nd line support experience, especially with ITSM systems and customer service. We want to see how you fit into our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about the Service Desk Analyst role and how your background makes you a perfect fit. Keep it professional but let your personality show through.
Showcase Your Technical Skills: Don’t forget to mention your technical know-how! Whether it's Windows 11, MacOS, or Microsoft 365, make sure to list your relevant skills clearly. We love seeing candidates who are tech-savvy and ready to tackle challenges.
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 shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at eTeam
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Windows 11, MacOS, and mobile devices. Be ready to discuss your experience with ITSM/ticketing systems and how you've managed incidents in the past. This will show that you're not just familiar with the tech but can also handle it under pressure.
✨Show Off Your Customer Service Skills
Since this role is all about providing top-notch support, think of examples where you've gone above and beyond for a customer. Prepare to share how you’ve handled tricky situations calmly and efficiently, especially during disaster recovery scenarios.
✨Practice Your Communication
As a fluent Italian speaker, you'll need to demonstrate your ability to communicate effectively. Practice explaining technical issues in simple terms, as well as how you would log and categorise incidents. Clear communication is key in this role!
✨Be Ready to Collaborate
This position involves working closely with 3rd line support and other teams. Think of times when you've successfully collaborated with others to solve problems or improve processes. Highlight your teamwork skills and your approach to warm transfers when escalation is needed.