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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 tech environment.
- Benefits: Competitive salary, flexible shifts, and opportunities for growth.
- Other info: Work in a supportive environment with a focus on professional development.
- Why this job: Kickstart your career in IT and make a real difference every day.
- Qualifications: Must be a graduate with strong communication and organisational skills.
The predicted salary is between 25000 - 32000 £ 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 Southampton 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 Southampton
✨Tip Number 1
Get to know the company inside out! Research their values, culture, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your troubleshooting skills! Since you'll be handling IT-related issues, brush up on common problems and solutions. Being able to demonstrate your problem-solving abilities during interviews can really set you apart.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and even lead to referrals, which can boost your chances of landing that Service Desk Analyst role.
✨Tip Number 4
Don't forget to apply through our website! We make it easy for you to submit your application and keep track of your progress. Plus, it shows you're serious about joining our team!
We think you need these skills to ace Service Desk Analyst in Southampton
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 errors. We love polished applications!
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!
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. Being able to discuss Incident, Request, Change, and Problem Management confidently will show that you understand the core of the role. Prepare examples of how you've applied these processes in past experiences.
✨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. You might even want to role-play common scenarios with a friend to get comfortable with your responses.
✨Demonstrate Your Troubleshooting Skills
Be ready to showcase your problem-solving abilities. Think of specific instances where you resolved IT issues quickly and efficiently. Highlight your approach to troubleshooting and how you prioritised tasks to meet SLAs.
✨Show Enthusiasm for Customer Satisfaction
Customer satisfaction is key in this role. Be prepared to discuss how you've gone above and beyond to ensure users are happy with the service. Share any feedback you've received from customers or colleagues that highlights your commitment to excellent service.