At a Glance
- Tasks: Provide first-line IT support and resolve issues for London users.
- Company: Join a supportive and inclusive team at James Fisher and Sons.
- Benefits: Competitive benefits, career growth opportunities, and a culture that values your ideas.
- Other info: Flexible work hours and commitment to diversity and inclusion.
- Why this job: Make a real difference in safety and innovation while developing your tech skills.
- Qualifications: Strong communication, customer service skills, and a good technical foundation.
The predicted salary is between 40000 - 45000 £ per year.
About the Role
The role sits within our London office as part of the Service Desk team based in Knutsford. You’ll provide first‑line IT support to London users, acting as the main point of contact and taking ownership of issues through to resolution or escalation.
Responsibilities
- Act as the first point of contact for IT issues and queries, delivering high‑quality customer service.
- Resolve 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 expedite escalation when needed.
- Own user issues from start to resolution, providing 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
- 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.
Benefits
- Competitive benefits tailored to the division.
- Opportunities for career growth and visibility across the organisation.
- A supportive, inclusive culture that values your ideas and contributions.
- Work that truly makes a difference in safety, innovation, and global capability.
At James Fisher and Sons, we are committed to taking positive action on diversity and strongly encourage applications from candidates of all backgrounds. We are a Disability Confident employer and recognise that our success is driven by the talent and diversity of our workforce. To support an accessible and inclusive recruitment experience in the UK, we partner with Vercida.
Service Desk Analyst employer: JamesFisher
At James Fisher and Sons, we pride ourselves on being an excellent employer, offering a supportive and inclusive culture that values your contributions. As a Service Desk Analyst in our London office, you'll enjoy competitive benefits, ample opportunities for career growth, and the chance to work in a dynamic environment where your ideas truly make a difference. Join us to be part of a team that is committed to innovation and safety while fostering diversity and inclusion.
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 JamesFisher. 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 JamesFisher 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 JamesFisher:Your cover letter is your chance to shine! Tell us why you want to work at JamesFisher 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 JamesFisher!
How to prepare for a job interview at JamesFisher
✨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.
