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- Tasks: Join our team to provide 2nd line IT support and troubleshoot technical issues.
- Company: Be part of a leading IT services company based in Leicester.
- Benefits: Gain hands-on experience in a dynamic environment with opportunities for growth.
- Why this job: Enhance your tech skills while contributing to a smooth IT operation and user satisfaction.
- Qualifications: Strong IT service desk experience and knowledge of ITIL processes required.
- Other info: Certifications like ITIL Foundation or CompTIA A+ are a plus!
The predicted salary is between 28800 - 43200 £ per year.
Our client, a leader in IT services, is seeking a Service Desk Analyst to join their Leicester based team. This critical role will provide 2nd line support within a busy service/helpdesk team, ensuring all IT, communications, and systems are supported efficiently. The ideal candidate will have strong technical expertise in troubleshooting, systems management, and a keen eye for detail, contributing to the smooth operation of the company’s infrastructure., * Deliver 2nd line support within an ITIL-based service desk environment, ensuring all processes are followed and incidents are resolved effectively.
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Act as a point of contact for users, handling a wide range of technical requests and system outages.
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Provide 1st Line Support by logging incidents and requests into the service desk system when required.
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Offer 2nd Line Support by managing service desk tickets escalated from the front-line support team.
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Deploy, configure, and maintain software, hardware, and networks, including Active Directory, MFD printers, and scanners.
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Assist with networking and infrastructure, including managing Active Directory, backups, phone systems, and file security permissions.
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Support the administration of on-premises and cloud-based environments (e.g., Azure).
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Collaborate with the IT team to support system updates and occasional project implementations.
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Solid experience in an IT service desk role, with knowledge of ITIL processes.
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Proficient in Windows Server (2008-2019), Active Directory, Microsoft Office 365, and troubleshooting Outlook client setups.
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Strong networking knowledge, including TCP/IP, DNS, DHCP, VPNs, and firewall management (Sophos preferred).
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Experience with VMware virtualization, Microsoft Azure, and HP server and networking hardware.
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Ability to manage technical documentation, and support mobile devices (iOS, Android, Windows).
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Strong problem-solving skills and a customer-focused approach.
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Certifications such as ITIL Foundation, MCSA, CompTIA A+, or Security+ are highly desirable.
Service Desk Analyst employer: In Technology Group
Contact Detail:
In Technology Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Familiarize yourself with ITIL processes, as this role emphasizes adherence to these standards. Consider reviewing case studies or best practices related to IT service management to demonstrate your understanding during the interview.
✨Tip Number 2
Brush up on your technical skills, especially in Windows Server, Active Directory, and networking concepts like TCP/IP and DNS. Being able to discuss specific troubleshooting scenarios will show your expertise and readiness for the role.
✨Tip Number 3
Prepare to showcase your problem-solving abilities by thinking of examples where you've successfully resolved technical issues in a previous role. Highlighting your customer-focused approach will also resonate well with the hiring team.
✨Tip Number 4
If you have any relevant certifications like ITIL Foundation or CompTIA A+, make sure to mention them during your discussions. These credentials can set you apart from other candidates and demonstrate your commitment to professional development.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT service desk roles, particularly focusing on your technical expertise in troubleshooting, systems management, and familiarity with ITIL processes. Use keywords from the job description to catch the employer's attention.
Craft a Strong Cover Letter: Write a cover letter that emphasizes your problem-solving skills and customer-focused approach. Mention specific experiences where you successfully resolved technical issues or improved service desk operations, aligning your examples with the responsibilities listed in the job description.
Showcase Relevant Certifications: If you have certifications like ITIL Foundation, MCSA, CompTIA A+, or Security+, make sure to include them prominently in your application. These qualifications are highly desirable for the role and can set you apart from other candidates.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail, which is crucial for a Service Desk Analyst role.
How to prepare for a job interview at In Technology Group
✨Show Your Technical Expertise
Be prepared to discuss your experience with troubleshooting and systems management. Highlight specific examples where you've resolved technical issues, especially in an ITIL-based environment.
✨Demonstrate Your Customer-Focused Approach
Since this role involves acting as a point of contact for users, share instances where you successfully handled user requests or managed system outages. Emphasize your problem-solving skills and how you prioritize customer satisfaction.
✨Familiarize Yourself with Key Technologies
Brush up on your knowledge of Windows Server, Active Directory, and Microsoft Office 365. Be ready to answer questions about networking concepts like TCP/IP, DNS, and DHCP, as well as any relevant experience with VMware and Azure.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your ability to handle real-life situations. Think about how you would approach common service desk challenges, such as escalating tickets or managing software deployments.
