Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- 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 world of IT.
The predicted salary is between 30000 - 42000 £ 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 employer: Hays
Contact Detail:
Hays Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land ICT Service Desk
✨Tip Number 1
Familiarize yourself with common IT issues and solutions. Being able to quickly identify and resolve typical problems will demonstrate your readiness for the role and your ability to provide excellent customer service.
✨Tip Number 2
Practice your communication skills, especially in explaining technical concepts in simple terms. This will help you build rapport with users and ensure they feel supported throughout the troubleshooting process.
✨Tip Number 3
Get comfortable with ticketing systems and IT documentation practices. Understanding how to efficiently manage and document incidents will be crucial in maintaining accurate records and ensuring smooth handovers.
✨Tip Number 4
Show your enthusiasm for customer service by preparing examples of how you've successfully resolved issues or improved user satisfaction in the past. This will highlight your commitment to being an ambassador for the department.
We think you need these skills to ace ICT Service Desk
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the ICT Service Desk 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, customer service, and any specific technical skills that align with the job requirements. Use keywords from the job description to make your application stand out.
Craft a Strong Cover Letter: Write a cover letter that showcases your passion for IT support and customer service. Mention specific examples of how you've successfully resolved IT issues or improved user satisfaction in previous roles.
Highlight Communication Skills: Since the role emphasizes communication with users at all levels, be sure to provide examples in your application that demonstrate your ability to communicate complex technical information clearly and effectively.
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 Knowledge
Familiarize yourself with common IT issues and solutions relevant to the position. Be ready to discuss how you would approach troubleshooting and resolving typical 1st line IT requests, showcasing your technical understanding.
✨Emphasize Relationship Building
Building strong relationships is key in this role. Prepare to discuss how you've collaborated with colleagues or external suppliers in previous positions to achieve successful outcomes and improve service delivery.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to manage incidents. Practice articulating your thought process and decision-making when faced with potential IT problems or user requests.
