At a Glance
- Tasks: Provide first-line support and manage cases for diverse clients.
- Company: Join Hitachi Solutions, a global leader in digital transformation.
- Benefits: Enjoy competitive pay, bonuses, and a strong work/life balance.
- Other info: Flexible working environment with great career development opportunities.
- Why this job: Be part of a dynamic team that values diversity and innovation.
- Qualifications: Experience in IT support and excellent communication skills required.
The predicted salary is between 51750 - 63250 £ per year.
Hitachi Solutions Europe is a global Digital, Data and Technology consultancy, Microsoft Inner Circle and Cloud Services partner, specialising in end-to-end transformation. We build services that are user centred and accessible, designed by our brilliant agile teams, capable of harnessing the power of the latest technologies. Our capabilities include Microsoft Dynamics 365, Power Platform and Azure, Application Modernisation, Modern Data Platform, Performance & Analytics, Fraud and Error, Grants, User Centred Design, Accessibility and Agile DevOps.
Diversity and Inclusion at Hitachi Solutions
Diversity is the wellspring of our innovation, and we believe that creativity is fuelled by inclusivity. Our collective success is achieved by fostering and respecting our employees’ and customer’s individualities coming together as One Team. Hitachi strives to create an environment not only where genders, races, cultures, sexual orientations, and identities can work together, but where the beliefs and views of those participating feel equally represented.
What to expect, your benefits
Hitachi Solutions offers competitive compensation packages (incl. bonuses), pension and benefits plans. Work/Life balance is an essential part of our culture, and all our employees are home workers, although you will be expected to come into our or customer’s offices regularly. We operate a comprehensive career development programme that includes mentoring and training plans to ensure that you will continue to grow and develop your career at Hitachi.
Role Overview
We are seeking a detail-oriented and proactive Service Desk Analyst to join our Lifetime Services team. The role focuses on first-line support activities, case management, user administration, and coordination with internal and external teams across a diverse client base. You will play a key role in ensuring efficient handling of support requests, maintaining service quality, and supporting ongoing service operations across multiple regions and clients.
Key Responsibilities
- Perform case triage and assignment for incoming support requests
- Raise, update, cancel, and resolve cases on behalf of customers where required
- Carry out case updates based on input from Consultants or Service Delivery Managers
- Update both internal and client tools with relevant case information
- Support proposed case quality checks (e.g. case age, estimate approvals, exceeded estimates)
- Provide user access, including coordination with IT for license provisioning
- Monitor support mailbox and action requests accordingly
- Coordinate with internal IT teams and stakeholders where dependencies exist (e.g. licensing, access provisioning)
- Attend weekly, monthly and quarterly client reviews as required
- Attend internal team meetings and contribute to service updates and actions
Qualifications
- Strong understanding of incident and case management processes
- Ability to prioritize and handle multiple requests across varying workloads
- Excellent communication and stakeholder coordination skills
- High attention to detail and ability to follow structured processes
- Previous experience in a Service Desk / IT Support / Helpdesk role
- Experience with ticketing systems / support portals will be considered as an advantage
- Previous experience with CRM systems will be considered as an advantage
Additional Requirements
- Ability to support multi-region operations
- Flexible approach to workload based on incoming request volumes
- Security clearance eligibility
- Open for travelling to customer location, when needed
In applying for a role with Hitachi Solutions Europe Limited and/or its affiliates (“Hitachi”) you consent to Hitachi collecting and storing your personal information (including your name, job title and email address) in relation to this role and any others that may be suitable in the future. Your information will be kept confidential according to EEO guidelines.
Service Desk Analyst employer: Hitachi Solutions, Ltd.
Hitachi Solutions Europe is an exceptional employer, offering a dynamic work culture that prioritises work/life balance and supports employee growth through comprehensive career development programmes. As a Microsoft Gold partner, employees benefit from competitive compensation packages, including bonuses and pension plans, while working in a collaborative environment that encourages innovation and the application of cutting-edge AI technologies across diverse sectors.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hitachi Solutions, Ltd.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Hitachi Solutions, Ltd. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Hitachi Solutions, Ltd.:Your cover letter is your chance to shine! Tell us why you want to work at Hitachi Solutions, Ltd. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Hitachi Solutions, Ltd.!
How to prepare for a job interview at Hitachi Solutions, Ltd.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
