At a Glance
- Tasks: Be the go-to person for IT support and help solve tech issues.
- Company: Join a dynamic professional services firm committed to operational excellence.
- Benefits: Flexible working locations, competitive salary, and a supportive team environment.
- Other info: Great opportunity for growth in a collaborative and inclusive workplace.
- Why this job: Make a real difference by enhancing user satisfaction and improving tech operations.
- Qualifications: Customer service skills and a knack for troubleshooting tech problems.
The predicted salary is between 40000 - 45000 £ per year.
Job Description
The Service Desk Analyst acts as the first point of contact for all IT-related incidents and service requests within FRP Advisory.
This role is critical in ensuring smooth technology operations across a fast‑paced professional services environment.
You will deliver timely, effective resolutions and exceptional customer service to maintain high user satisfaction and support FRP’s commitment to operational excellence.
Location
Flexible across FRP Advisory offices (Chelmsford, Brentwood, London, and other UK sites)
Reports To
Service Desk Manager
Key responsibilities
- Serve as the initial contact for IT support via phone, email, or ticketing system.
- Log, categorize, and prioritize incidents and service requests using the ITSM platform.
- Diagnose and resolve technical issues related to hardware, software, and network connectivity.
- Escalate complex issues to second‑line support or specialist teams, ensuring thorough documentation.
- Provide guidance and support for core business applications (e. g., Microsoft 365, collaboration tools, and FRP‑specific systems).
- Maintain accurate records of all interactions and resolutions in line with compliance standards.
- Follow ITIL‑aligned best practices for incident, problem, and request management.
- Assist in creating and maintaining knowledge base articles to support self‑service and team efficiency.
- Ensure adherence to FRP’s security policies and regulatory requirements.
- Contribute to continuous improvement initiatives within the Service Desk function.
Qualifications
- Strong customer service and communication skills, with a professional and client‑focused approach.
- Solid understanding of Windows OS, Microsoft 365, and common business applications.
- Ability to troubleshoot hardware and software issues effectively.
- Familiarity with ITSM tools (e. g., Service Now, Remedy).
- Previous experience in a Service Desk or IT support role within a professional services or financial environment.
- Analytical thinking and problem‑solving skills.
- Ability to work under pressure and manage multiple priorities in a deadline‑driven environment.
- Collaborative team player with a proactive attitude.
- Strong attention to detail and documentation accuracy.
- Flexibility and adaptability to changing business needs.
- Working Hours
Coverage between 08:00 and 18:00, with staggered shifts to ensure early and late support as required.
Equal Opportunities
We are committed to fostering an inclusive, equitable, and diverse culture for our people.
We maintain an Equal Opportunities Policy, ensuring that recruitment and employment decisions are based solely on the skills and experience required for the role – regardless of ethnicity, race, sexual orientation, disability, or any other protected characteristic.
We believe every individual should have the opportunity to thrive.
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Service Desk Support Analyst employer: FRP Advisory Group
As a Dynamics 365 Power Platform Developer, you will thrive in a collaborative and innovative environment that prioritises employee growth and development. Our company offers competitive benefits, a strong commitment to diversity and inclusion, and opportunities for continuous learning, all set in a vibrant location that fosters creativity and teamwork. Join us to make a meaningful impact while advancing your career in a supportive workplace culture.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Support Analyst
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at FRP Advisory Group. 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 FRP Advisory Group 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 Service Desk Support Analyst
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 FRP Advisory Group:Your cover letter is your chance to shine! Tell us why you want to work at FRP Advisory Group 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 FRP Advisory Group!
How to prepare for a job interview at FRP Advisory Group
✨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.
