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- Tasks: Be the go-to person for all IT-related issues and requests, ensuring smooth service delivery.
- Company: Join IBCA, a forward-thinking organisation focused on exceptional customer service.
- Benefits: Enjoy a competitive salary, generous pension contributions, flexible working, and tailored learning opportunities.
- Other info: Embrace a culture of inclusion and diversity with excellent career growth potential.
- Why this job: Make a real difference by helping users and improving IT services in a dynamic environment.
- Qualifications: Strong customer service skills, analytical mindset, and a basic understanding of ITIL principles.
The predicted salary is between 38105 - 38105 £ per year.
IBCA’s Service Desk Analyst serves as the primary point of contact for all Digital/Data/IT-related issues and requests. This role is deeply rooted in and governed by the ITIL (Information Technology Infrastructure Library) framework, focusing on delivering exceptional customer service while maintaining technical competence. The primary aim of the team and function is one of service restoration and request fulfilment in a timely way, with a culture of restoring service operation as quickly as possible to minimise impact on business productivity.
The IBCA Service Desk Analyst isn't simply about "fixing computers"; instead, it is about understanding the IBCA service journey, the components within it, the role of in-house service design and build, and the life of supporting in-house private betas and their reliance on underpinning services and infrastructure.
Responsibilities- Customer Service
- Operating as a single point of contact for IBCA users;
- Treating all customers in line with organisational values and ensuring the delivery of the highest levels of customer service and customer satisfaction;
- Confident, effective communication across a range of stakeholder groups, keeping users informed of the status of their tickets with clear, empathetic, and jargon-free updates;
- Recognising when an issue requires specialised support and functional/hierarchical escalations, ensuring communications are efficient and informed and ownership and focus is maintained.
- Diagnosing and Troubleshooting
- Using a logical approach to resolve technical issues across a range of technologies;
- Analytical thinking to break down a problem into smaller parts and follow a structured process to find a resolution.
- Service Request Management
- Fulfilling standard requests (e.g., password resets, software installs, hardware provisioning) efficiently;
- Basic administration in User Management toolsets and processes (user creation, group memberships, JML processes).
- Knowledge Management
- Contributing to the Knowledge Management processes and artefacts by documenting new fixes and standard operating processes as well as review and acceptance of run books and other technical documentation provided by supporting teams.
- Excellent customer service skills, displaying empathy and a genuine desire to help others and the ability to remain calm and professional when dealing with frustrated users;
- Ability to explain complex or technical information in a simple, clear, and professional manner to non-technical stakeholders;
- Demonstrated ability to listen effectively to user concerns, ensuring their needs are fully understood before proposing a solution;
- A strong analytical mindset adept at identifying root causes rather than just symptoms;
- Understanding the importance of "the customer" and how IT services support wider business goals;
- ITIL Foundation Certification in v3/4. Strong technical proficiency and sound knowledge of a range of technologies.
- A general interest in technology and an understanding of how businesses use IT systems (e.g., email, cloud storage, hardware);
- While experience is not required, a basic understanding of what the broader ITIL specialisms and the part they play in effectively supporting the Service Desk function;
- Previous experience in operating within an Agile methodology. Experience using basic office software to input or track information;
- An interest in "working smarter," with the ability to suggest simple ways to improve a task or workflow.
- A minimum 60% of your working time should be spent at your principal workplace. Although requirements to attend other locations for official business will also count towards this level of attendance.
- Alongside your salary of £38,105, Infected Blood Compensation Authority contributes £11,039 towards you being a member of the Civil Service Defined Benefit Pension scheme.
- Premium allowance paid monthly after probation.
- Learning and development tailored to your role.
- An environment with flexible working options.
- A culture encouraging inclusion and diversity.
- A Civil Service Pension which provides an attractive pension, benefits for dependants and employer contributions of 28.97%.
- 32.5 days of paid annual leave plus 8.
Service Desk Analyst employer: Infected Blood Compensation Authority
Contact Detail:
Infected Blood Compensation Authority Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Get to know the company and its culture before your interview. Research IBCA’s values and how they align with your own. This will help you connect better during the conversation and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! As a Service Desk Analyst, you'll need to explain technical issues clearly to non-technical users. Try role-playing with a friend or family member to get comfortable with simplifying complex concepts.
✨Tip Number 3
Be ready to showcase your problem-solving skills. Think of examples from your past experiences where you successfully resolved issues or improved processes. This will demonstrate your analytical mindset and ability to work under pressure.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and serious about joining the IBCA team.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Know the Role: Before you start writing, make sure you really understand what a Service Desk Analyst does. Dive into the job description and pick out key responsibilities and skills. This will help us tailor your application to show you're the perfect fit!
Show Off Your Customer Service Skills: Since this role is all about helping users, highlight your customer service experience. Share specific examples where you've gone above and beyond to assist someone, and make sure to keep it clear and jargon-free – just like we do at StudySmarter!
Be Clear and Concise: When writing your application, keep it straightforward. Use simple language and avoid technical jargon unless necessary. Remember, we want to see how well you can communicate complex ideas in a way that everyone can understand.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss any important updates. Plus, it shows you’re keen on joining the StudySmarter team!
How to prepare for a job interview at Infected Blood Compensation Authority
✨Know Your ITIL Basics
Make sure you brush up on your ITIL knowledge before the interview. Understanding the framework and how it applies to service desk operations will show that you're serious about the role and can hit the ground running.
✨Showcase Your Customer Service Skills
Prepare examples of how you've provided excellent customer service in the past. Think about times when you had to deal with frustrated users and how you managed to keep calm and professional while resolving their issues.
✨Practice Clear Communication
Since you'll be communicating with a range of stakeholders, practice explaining technical concepts in simple terms. This will help demonstrate your ability to connect with non-technical users and keep them informed about their requests.
✨Demonstrate Analytical Thinking
Be ready to discuss how you approach problem-solving. Share specific examples where you've broken down complex issues into manageable parts and followed a structured process to find solutions. This will highlight your analytical mindset, which is crucial for the role.