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For Companies At a Glance
- Tasks: Be the first point of contact for IT issues and provide top-notch customer support.
- Company: Join James Fisher, a global leader in engineering services with a focus on innovation.
- Benefits: Enjoy a permanent role with opportunities for growth and development.
- Why this job: Make a real impact by solving IT problems and helping your colleagues succeed.
- Qualifications: Strong communication skills and a solid foundation in IT support are essential.
- Other info: Flexible working hours and a commitment to diversity make this an exciting opportunity.
The predicted salary is between 28800 - 43200 £ per year.
About Us
James Fisher is a global engineering services company. From our origins as a ship owner and operator, we’ve evolved to provide the expertise and innovative technology our customers need in the harshest of environments across Energy, Defence and Maritime Transport. We have a strong heritage built on the foundations of our people and innovation. Our strategy is centred around the One James Fisher ambition. We are building a stronger, more cohesive engineering service company operating in the Blue Economy.
The Energy Division provides safe, sustainable products and services for two core markets, oil and gas and renewables. The Defence Division provides underwater systems and life support capabilities, for the defence and commercial diving markets. Maritime Transport is a leading provider of global maritime shipping and ship-to-ship (STS) transfer services. Together, we are building a brighter, bolder and more innovative future.
The Role
We are looking for someone to join our Service Desk team, they will support James Fisher and its Group Companies. The primary objective of the role is to act as first point of contact for internal customers; troubleshoot, diagnose and resolve problems and/or escalate to the 2nd line support team to investigate and resolve. On a daily basis, the applicant will maintain ownership of faults and provide timely updates to internal customers ensuring faults are given the correct level of priority and meeting service level agreements.
We are looking for a candidate who has a good technical foundation in a first/second line service desk role and also excellent customer service skills, a willingness to pick the phone and liaise with our customers. There is opportunity for the right candidate to develop further within the department.
Principle Accountabilities
- Act as the first point of contact for IT issues and queries, delivering high-quality customer service
- Provide 1st Line Support, resolving most IT requests (hardware/software) at first contact
- Log and manage incidents via GBS service desk software with accuracy and attention to detail
- Assess business impact, assign appropriate SLAs, and escalate issues promptly when needed
- Own user issues from start to resolution, ensuring timely updates and clear communication
- Follow Incident Management procedures and maintain documentation and asset records
- Liaise with third-party suppliers to resolve issues and ensure SLA compliance
- Contribute to weekly service desk reporting and maintain support documentation/SOPs
- Be flexible to support out-of-hours work when required (by mutual agreement)
Qualifications and Experience
- Excellent communication skills (verbal & written)
- Excellent customer service skills
- Good technical foundation in a first/second line service desk role
- Ability to troubleshoot, diagnose, and resolve IT-related issues
- Experience with Incident Management and SLAs
- Proficiency in using service desk software and maintaining accurate records
- Ability to work effectively with Third Party Suppliers
- Strong problem-solving skills and attention to detail
If this sounds like the ideal next step in your career, then click ‘apply’ now!
James Fisher and Sons are committed to taking positive action on diversity and strongly encourage applications for candidates from all backgrounds. We are proud to be a Disability Confident employer and recognise that our success depends on our talented and diverse workforce.
Locations
Service Desk Analyst in Cheshire, Warrington employer: James Fisher and Sons plc
Contact Detail:
James Fisher and Sons plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst in Cheshire, Warrington
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on James Fisher and its divisions. Understanding their values and services will help you tailor your responses and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your customer service skills! Since this role is all about helping internal customers, think of examples from your past experiences where you’ve successfully resolved issues or provided excellent support. We want to hear those stories!
✨Tip Number 3
Be ready to troubleshoot on the spot! During the interview, you might be asked to solve a hypothetical IT issue. Brush up on your technical knowledge and be prepared to walk us through your thought process as you diagnose and resolve the problem.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that shows your enthusiasm for the role and keeps you fresh in their minds.
We think you need these skills to ace Service Desk Analyst in Cheshire, Warrington
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Service Desk Analyst role. Highlight your technical foundation and customer service skills, as these are key for us at James Fisher.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for our team. Mention specific experiences that demonstrate your problem-solving abilities and communication skills.
Showcase Your Technical Skills: Since we're looking for someone with a good technical background, don’t shy away from mentioning any relevant software or tools you’ve used in previous roles. This will help us see how you can hit the ground running!
Apply Early!: We often receive a high volume of applications, so don’t wait until the last minute to apply. Head over to our website and submit your application early to avoid disappointment!
How to prepare for a job interview at James Fisher and Sons plc
✨Know Your Tech Basics
Make sure you brush up on your technical knowledge related to first and second line support. Be ready to discuss common IT issues and how you would troubleshoot them. This will show that you have a solid foundation and can handle the role's demands.
✨Customer Service is Key
Since this role involves a lot of customer interaction, practice your communication skills. Think about how you would explain technical issues to someone who might not be tech-savvy. Demonstrating empathy and clarity in your responses can set you apart.
✨Familiarise Yourself with SLAs
Understanding Service Level Agreements (SLAs) is crucial for this position. Be prepared to discuss how you would prioritise issues based on their impact and urgency. Showing that you know how to manage expectations will impress the interviewers.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, the tools they use, or how they measure success in the Service Desk. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
