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- Tasks: Be the first point of contact for IT issues and provide top-notch support.
- Company: Join a dynamic team in a leading IT service environment.
- Benefits: Gain valuable experience, competitive salary, and opportunities for professional growth.
- Other info: Flexible shift system with a focus on teamwork and collaboration.
- Why this job: Kickstart your career in IT and make a real difference in customer satisfaction.
- Qualifications: Must be a graduate with strong communication skills and IT knowledge.
The predicted salary is between 25000 - 35000 £ per year.
Please note that eligibility for the required security clearance includes having a minimum of 5 years’ continuous UK residency.
To perform the activities associated with this role, the candidate is required to be the first point of contact for all IT-related issues, ensuring that all incidents and requests follow processes and are logged in the ITSM tool. A very good understanding of ITIL Processes, as well as process knowledge of Incident/Request/Change/Problem, is essential. The resource will be part of the general operations of the service desk and will be cross-leveraged to any of the contact modalities like Phone & Chat to cater to incoming contacts at the service desk.
Essential Duties and Responsibilities:
- Work as part of the 11x7 Shift system on the IT Service Desk.
- Receive and handle requests for service, following agreed procedures.
- Provide 1st line support: troubleshooting of IT-related problems.
- Promptly allocate calls as appropriate.
- Log incidents and service requests and maintain relevant records.
- Identify and classify incident types and service interruptions.
- Record incidents cataloguing them by symptom and resolution.
- Monitor queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
- Ensure SLAs are maintained.
- Assign tickets that are out of scope to Service Desk/Other Teams.
- Coordinate tickets that cross organizational boundaries to ensure customer satisfaction.
Skills and Abilities:
- Strong organisation skills and ability to multi-task and prioritise work.
- Excellent communication skills with the ability to work with executive staff members both internally and externally.
- Ability to deliver engaging, polished, and professional presentations to internal and external audiences.
- Excellent written and verbal communication and presentation skills.
Education / Expertise:
- Must be a Graduate. B.Tech/B.E or any other technical degree preferred.
- English Service Desk experience is mandatory.
- Preferred MCP/MSCE/MSCA certification.
- Preferred ITIL V3/V4 Certified engineer.
Service Desk Analyst in Plymouth employer: Galaxi Consulting Group
Contact Detail:
Galaxi Consulting Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst in Plymouth
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know someone who knows someone, and a friendly chat can open doors you didn’t even know existed.
✨Tip Number 2
Practice makes perfect! Before any interview, do a mock session with a friend or in front of the mirror. We want you to nail those common questions and show off your ITIL knowledge with confidence.
✨Tip Number 3
Be proactive! If you see a job that fits, don’t just sit back. Apply through our website and follow up with a quick email to express your enthusiasm. It shows initiative and keeps you on their radar!
✨Tip Number 4
Stay organised! Keep track of the jobs you’ve applied for and any follow-ups. We recommend using a simple spreadsheet to manage deadlines and notes about each application. It’ll help you stay on top of your game!
We think you need these skills to ace Service Desk Analyst in Plymouth
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Desk Analyst role. Highlight your ITIL knowledge and any relevant experience in first-line support. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about IT support and how you can contribute to our team. Keep it engaging and professional, just like the role requires.
Showcase Your Communication Skills: Since excellent communication is key for this role, make sure your application reflects that. Use clear and concise language, and don’t forget to proofread for any typos or errors. We love polished applications!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Galaxi Consulting Group
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL processes before the interview. Understanding Incident, Request, Change, and Problem management will not only help you answer questions confidently but also show that you're serious about the role.
✨Practice Your Communication Skills
As a Service Desk Analyst, you'll need to communicate effectively with both technical and non-technical staff. Practise explaining complex IT issues in simple terms, and be ready to demonstrate your excellent verbal and written communication skills during the interview.
✨Showcase Your Troubleshooting Skills
Prepare to discuss specific examples of how you've resolved IT issues in the past. Think of scenarios where you minimised the impact of incidents and how you approached troubleshooting. This will highlight your problem-solving abilities and experience.
✨Familiarise Yourself with the Company’s Tools
If you know which ITSM tool the company uses, take some time to familiarise yourself with it. Being able to mention your experience with similar tools or your willingness to learn can set you apart from other candidates.