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For Companies At a Glance
- Tasks: Provide top-notch IT support and resolve issues for internal customers.
- Company: Join James Fisher and Sons, a leader in engineering services across diverse sectors.
- Benefits: Gain valuable experience, develop your skills, and enjoy a supportive work environment.
- Why this job: Be the first point of contact for tech issues and make a real difference.
- Qualifications: Technical foundation in service desk roles and excellent customer service skills required.
- Other info: Opportunities for growth and a commitment to diversity and inclusion.
The predicted salary is between 30000 - 42000 £ per year.
Join to apply for the Service Desk Analyst role at James Fisher and Sons plc
James Fisher is a global engineering services company that provides expertise and innovative technology across Energy, Defence and Maritime Transport.
The Role
We are looking for someone to join our Service Desk team. The primary objective is to act as the first point of contact for internal customers, troubleshoot, diagnose and resolve problems, and/or escalate to the second line support team.
Principle Accountabilities
- Act as the first point of contact for IT issues and queries, delivering high-quality customer service
- Provide1st 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 elevate 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
- 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!
You can find out more about James Fisher & Sons group companies and valued behaviours by watching a short film here: We are One James Fisher – YouTube
Due to the volume of applications, we receive for our vacancies, on occasion applications may close before the deadline, so please apply early to avoid disappointment.
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.
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Service Desk Analyst 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
✨Tip Number 1
Get to know the company! Research James Fisher and Sons plc, their values, and what they do. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your troubleshooting skills! Since the role involves resolving IT issues, brush up on common problems and solutions. This way, you'll be ready to impress during any technical assessments or interviews.
✨Tip Number 3
Show off your customer service skills! Be prepared to share examples of how you've helped customers in the past. Highlight your communication style and how you keep users informed throughout the support process.
✨Tip Number 4
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 Service Desk team at James Fisher.
We think you need these skills to ace Service Desk Analyst
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: Use your cover letter to tell us why you’re the perfect fit for our team. Share specific examples of how you've resolved IT issues in the past and how you can contribute to our mission.
Showcase Your Problem-Solving Skills: In your application, don’t forget to mention your problem-solving abilities. We love candidates who can troubleshoot effectively and keep customers informed throughout the process.
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’re considered for the role without any hiccups!
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 troubleshooting methods and common IT issues, as this role requires a solid foundation in these areas.
✨Showcase Your Customer Service Skills
Since this role involves being the first point of contact for internal customers, practice how you would handle customer queries. Think about examples where you've provided excellent service and be prepared to share them during the interview.
✨Familiarise Yourself with Incident Management
Understand the basics of incident management and SLAs. Be ready to explain how you would log incidents accurately and manage them through to resolution, as this is crucial for the role at James Fisher.
✨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 the company.