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- Tasks: Provide 1st line IT support and manage customer incidents effectively.
- Company: Join a dynamic team in Peterborough focused on delivering top-notch IT service.
- Benefits: Enjoy flexible shifts, competitive pay, and potential for permanent employment.
- Why this job: Gain valuable experience in IT support while working in a supportive environment.
- Qualifications: Minimum 1 year experience in a ticketed IT service desk role required.
- Other info: Shifts are 10.5 hours from 20:00 to 08:00, with 4 nights on and off.
Out of Hours Service Desk Analyst - 1st line Support
Applicants must live no more than 50 mins drive from Peterborough.
Looking for experienced Call Centre / Service Desk Analysts. You will ideally have a minimum of 1 years experience working on a ticketed IT service desk in a level 1 role.
Shifts: 10.5 paid hrs 20:00 to 08:00. 4 nights on and 4 nights off.
Hourly pay: £16.30. 3 month contract - extensions - could go perm in the future.
Ideal Technology / experience:
- Ivanti
- ServiceNow
- O365 administration
- AD
- Comptia A+
- ITIL
- MCSA
- Citrix
- MFA
- Customer service
- Outlook
- Folder file permissions
- Wi-Fi/Network troubleshooting
- Distribution lists
Responsibilities:
- Answering incoming contacts from customers and accurately logging incidents ensuring all relevant data is captured.
- Providing a single point of contact to customers and ensuring that incidents are fully managed through to resolution.
- 1st Line Support of Wintel / Retail and Hardware related incidents.
- Regularly updating incidents logged on the Incident Management system and providing end users with a technical solution within Service Level Agreements.
- Proactively keeping customers informed on incident or request status and progress.
- Escalating incidents where a first time fix is not possible to either 2nd line support or the relevant resolver group.
- Monitoring, progressing, and resolving incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.
- Resolving >60% of incidents logged as a First Time Fix.
If you have the above skills and experience please apply now!
Out of hours Service Desk/ Call Centre Analyst in Peterborough employer: Global Technology Solutions Ltd
Contact Detail:
Global Technology Solutions Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Out of hours Service Desk/ Call Centre Analyst in Peterborough
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Ivanti and ServiceNow. Having hands-on experience or even completing online tutorials can give you a significant edge during the interview.
✨Tip Number 2
Prepare to discuss your previous experiences in a call centre or service desk environment. Be ready to share specific examples of how you've handled incidents and provided customer support, especially focusing on your ability to resolve issues quickly.
✨Tip Number 3
Since this role involves working night shifts, be prepared to explain how you manage your time and maintain productivity during these hours. Highlight any previous experience working unconventional hours to show you're suited for the shift pattern.
✨Tip Number 4
Demonstrate your understanding of customer service principles. Be ready to discuss how you ensure customer satisfaction and how you handle difficult situations, as this will be crucial in a first-line support role.
We think you need these skills to ace Out of hours Service Desk/ Call Centre Analyst in Peterborough
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your relevant experience in call centre or service desk roles. Emphasise your familiarity with ticketing systems like Ivanti or ServiceNow, and any certifications such as ITIL or Comptia A+.
Craft a Strong Cover Letter: Write a cover letter that specifically addresses the job description. Mention your experience with first line support and your ability to resolve incidents efficiently. Show enthusiasm for the role and the company.
Highlight Customer Service Skills: Since customer satisfaction is key in this role, make sure to include examples of how you've successfully managed customer interactions and resolved issues in previous positions.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for a service desk analyst.
How to prepare for a job interview at Global Technology Solutions Ltd
✨Know Your Tech
Familiarise yourself with the technologies mentioned in the job description, such as Ivanti, ServiceNow, and O365. Be prepared to discuss your experience with these tools and how you've used them to resolve issues in previous roles.
✨Demonstrate Customer Service Skills
Since this role involves direct customer interaction, be ready to share examples of how you've provided excellent customer service in the past. Highlight any situations where you turned a negative experience into a positive one.
✨Practice Incident Management Scenarios
Prepare for questions related to incident management by reviewing common scenarios you might encounter on a service desk. Think about how you would log incidents, escalate issues, and keep customers informed throughout the process.
✨Showcase Your Problem-Solving Abilities
Be ready to discuss specific instances where you successfully resolved technical issues, especially those that required a first-time fix. Use the STAR method (Situation, Task, Action, Result) to structure your answers effectively.
