At a Glance
- Tasks: Provide first-line IT support and resolve queries via phone, email, and ticketing systems.
- Company: Join Hightown, a dynamic team focused on technology and customer service.
- Benefits: Enjoy 33 days of leave, competitive salary, bonuses, and free gym access.
- Other info: Ongoing training opportunities and a collaborative team culture await you.
- Why this job: Make a real impact in tech while developing your skills in a supportive environment.
- Qualifications: Strong customer service skills and experience in IT support are essential.
Join Our Team as an IT Service Delivery Analyst! Are you passionate about technology and customer service? Do you thrive in a dynamic environment where you can make a real impact? If so, we have the perfect opportunity for you!
Overview / Job Summary
As a key member of our Service Delivery Team, the IT Service Desk Analyst is the first point of contact for all IT-related queries and incidents. This role is crucial in delivering high-quality first-line support to end-users across various channels, including phone, email, and ticketing systems. We are looking for someone with strong customer service skills, a proactive approach to problem-solving, and a solid technical understanding.
Key Responsibilities
- First-Line Support: Provide first-line support and resolution for all IT-related queries and incidents via phone, email, and ticketing systems.
- Incident Management: Accurately log, categorize, and prioritize incidents and service requests.
- Troubleshooting: Resolve hardware, software, and network issues for end-users, escalating when necessary.
- Remote & Desk-Side Support: Offer support for desktops, laptops, mobile devices, and peripherals.
- Enterprise Applications: Support enterprise applications such as Microsoft 365, VPN, collaboration tools (e.g., Teams), and cloud-based platforms.
- User Account Management: Assist with password resets, access permissions, and onboarding/offboarding procedures.
- Documentation: Maintain and update IT documentation, including knowledge base articles and user guides.
- Follow-Up: Conduct follow-up calls or emails to ensure resolution satisfaction and gather user feedback.
- System Upgrades: Assist in the rollout of new hardware, software, and system upgrades.
- Continuous Improvement: Identify recurring issues and suggest process enhancements.
- Collaboration: Work with the wider Technology & Change teams to ensure seamless service delivery and knowledge sharing.
What We Are Looking For:
- Strong customer service and communication skills.
- Experience providing IT support in a service desk or help desk environment.
- Good troubleshooting and problem-solving abilities.
- Knowledge of Microsoft 365, Windows operating systems, and common business applications.
- A proactive approach and willingness to learn.
Why Join Hightown?
- Generous Leave: 33 days of annual leave including Bank Holidays, rising to 35 days with service.
- Competitive Salary: £28,719 per annum for a 35-hour week.
- Monthly Attendance Bonus Annual performance bonuses.
- Workplace Pension Scheme: Life assurance cover of three times your annual salary.
- Discounts and Savings: High Street retailers, gyms, restaurants, and cinemas.
- Training Opportunities: Ongoing career development.
- Employee Support: Health & wellbeing services.
- Free On-site Gym Access.
Ready to take the next step in your career? Apply now and become a vital part of our Service Delivery Team! We review applications on an ongoing basis and may close the advert early.
Contact Details:
Hightown Housing Association Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Analyst in Hemel Hempstead
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Hightown Housing Association values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Hightown Housing Association might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Hightown Housing Association!
✨Direct Apply to Hightown Housing Association
Let's not forget to apply directly through the Hightown Housing Association website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Service Delivery Analyst in Hemel Hempstead
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Hightown Housing Association.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Hightown Housing Association. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Hightown Housing Association
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
