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- Tasks: Be the go-to person for all IT issues and requests, resolving them efficiently.
- Company: Join a dynamic team focused on delivering top-notch IT support and service improvements.
- Benefits: Enjoy a competitive salary, professional development opportunities, and a supportive work environment.
- Why this job: Make a real impact on user satisfaction while building relationships across the organization.
- Qualifications: Strong customer service skills and effective communication are essential; tech-savvy is a plus.
- Other info: This role offers a chance to grow your career in the exciting field of IT.
The predicted salary is between 28800 - 43200 £ per year.
As an IT Service Desk Analyst, you will be the first point of contact for all IT-related incidents and requests. Your primary responsibilities will include managing, evaluating, and resolving 1st line IT requests and faults, ensuring they are addressed to agreed standards and SLAs. You will communicate with IT users, interpret technical resolutions, and offer advice and training guidance. Building strong relationships across the organisation and with external suppliers will be key to achieving resolutions and delivering service improvements.
Provide excellent customer care via telephone, email, video conferencing, instant messaging, and in person.
Act as the first point of contact for all IT-related incidents, ensuring updates are provided to users and recorded accurately.
Assign tickets to the appropriate IT team or external team, ensuring a smooth handover of issues.
Identify and alert staff to potential or emerging IT problems using trends in incidents.
Issue and update Service Advisory Notices and announcements during system failures.
Maintain accurate IT documentation, records, and schedules, ensuring processes are current and effective.
Be an ambassador for the department, promoting excellent customer service and treating everyone with dignity and respect.
Excellent customer service skills and the ability to communicate effectively with users at all levels.
Competitive salary and benefits package.
Opportunities for professional development and career growth.
The chance to make a significant impact on the IT services and user satisfaction.
ICT Service Desk - 1st Line Support employer: Hays
Contact Detail:
Hays Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land ICT Service Desk - 1st Line Support
✨Tip Number 1
Familiarize yourself with common IT issues and their resolutions. This will not only help you in the interview but also demonstrate your proactive approach to problem-solving.
✨Tip Number 2
Practice your communication skills, especially in explaining technical concepts in simple terms. Being able to convey information clearly is crucial for a role that involves customer interaction.
✨Tip Number 3
Research our company culture and values. Understanding how we prioritize customer service and teamwork will help you align your answers during the interview.
✨Tip Number 4
Prepare examples from your past experiences where you successfully resolved IT issues or provided excellent customer service. Real-life scenarios can make a strong impression.
We think you need these skills to ace ICT Service Desk - 1st Line Support
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the ICT Service Desk - 1st Line Support position. Understand the key responsibilities and required skills, such as customer service excellence and effective communication.
Tailor Your CV: Customize your CV to highlight relevant experience in IT support and customer service. Emphasize any previous roles where you managed IT incidents or provided technical assistance.
Craft a Strong Cover Letter: Write a cover letter that showcases your passion for IT support and your ability to build relationships. Mention specific examples of how you've resolved IT issues or improved user satisfaction in past roles.
Highlight Communication Skills: Since the role requires excellent communication skills, make sure to provide examples in your application that demonstrate your ability to communicate effectively with users at all levels, whether through email, phone, or in person.
How to prepare for a job interview at Hays
✨Showcase Your Customer Service Skills
Since this role emphasizes excellent customer care, be prepared to share specific examples of how you've successfully handled customer inquiries or resolved issues in the past. Highlight your ability to communicate effectively with users at all levels.
✨Demonstrate Technical Understanding
Familiarize yourself with common IT issues and solutions relevant to 1st line support. Be ready to discuss how you would approach troubleshooting and resolving typical IT incidents, as well as your experience with ticketing systems.
✨Emphasize Communication Skills
Effective communication is key in this role. Practice explaining technical concepts in simple terms, as you may need to interpret technical resolutions for non-technical users. Be clear and concise in your responses during the interview.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and how you handle real-life situations. Think of scenarios where you identified potential IT problems or improved service delivery, and be ready to discuss your thought process and actions.
