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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 management, 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.
- 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.
- 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 Stoke-on-Trent 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 Stoke-on-Trent
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the hunt for a Service Desk Analyst role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Practice makes perfect! Get comfortable with common interview questions related to ITIL processes and first-line support scenarios. We recommend doing mock interviews with friends or using online resources to boost your confidence.
✨Tip Number 3
Show off your skills! If you have any relevant certifications like ITIL V3/V4, make sure to highlight them during interviews. It’s a great way to demonstrate your commitment to the field and your technical knowledge.
✨Tip Number 4
Apply through our website! We’ve got loads of opportunities waiting for you. Plus, applying directly can sometimes give you a better chance of getting noticed by hiring managers. Don’t miss out!
We think you need these skills to ace Service Desk Analyst in Stoke-on-Trent
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!
Show Off Your Communication Skills: Since communication is key in this role, use clear and concise language in your application. We love seeing candidates who can express their thoughts well, so don’t hold back on showcasing your written communication skills!
Be Specific About Your Experience: When detailing your past roles, be specific about your responsibilities and achievements. Mention any experience with ITSM tools and how you’ve handled incidents or requests. We’re keen to know how you’ve made an impact in previous positions!
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 don’t miss out on any important updates. 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.
✨Demonstrate Your Communication Skills
As a Service Desk Analyst, you'll need to communicate effectively with both technical and non-technical staff. Practice explaining complex IT issues in simple terms. You might even want to role-play common scenarios with a friend to get comfortable with your delivery.
✨Showcase Your Troubleshooting Skills
Be ready to discuss specific instances where you've resolved IT issues quickly and efficiently. Think of examples where you minimised the impact of incidents on users. Highlight your ability to prioritise and manage multiple tasks, especially under pressure.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, the tools they use, and their approach to customer satisfaction. This shows your genuine interest in the role and helps you assess if it's the right fit for you.