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- Tasks: Join our IT Support Team as a Service Desk Analyst, providing top-notch support and resolving IT issues.
- Company: Lyra Technology Group is a leading tech service provider focused on sustainable growth and exceptional management.
- Benefits: Enjoy competitive pay, flexible shifts, and opportunities for continuous learning and improvement.
- Why this job: Be part of a dynamic team that values customer satisfaction and technical expertise in a fast-paced environment.
- Qualifications: Previous IT support experience, strong troubleshooting skills, and a full UK driving license are essential.
- Other info: Expect a supportive culture with opportunities for career growth and a monthly salary increase for weekend work.
The predicted salary is between 29073 - 29073 £ per year.
A Bit About Lyra…
Lyra Technology Group is a family of industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.
Service Desk Analyst – Lyra Technology Group
Lyra Technology Group is seeking a Service Desk Analyst, you will be a key member of our IT Support Team, responsible for delivering first and second-line support across a broad spectrum of IT systems and services. Your goal will be to drive exceptional customer experiences by resolving incidents, fulfilling service requests, and supporting the wider IT operations through remote and onsite engagement.
About CMS Group…
CMS Group is a well-established, fast-paced Managed Service Provider (MSP) delivering high-quality IT support to a diverse client base across multiple industries worldwide. Our dynamic environment values proactive support, technical expertise, and an unwavering commitment to excellent customer service.
Your work as a Service Desk Analyst will include the following duties:
- Provide 1st and 2nd line support via telephone, email, and the CMS Service Desk platform
- Troubleshoot and resolve a wide range of IT issues, from password resets to complex technical problems
- Ensure prompt, courteous, and effective customer service, maintaining high levels of satisfaction
- Meet or exceed contractual SLAs and KPIs across all client accounts
- Utilize CMS tools and platforms, including:
- RMM for automation and script deployments
- ConnectWise Control for remote support
- PassPortal for password management and documentation
- Escalate issues to the Senior Service Desk Team when necessary
- Provide onsite support as directed by the Service Desk Manager or Seniors
- Keep documentation up to date within PassPortal
- Adhere to internal processes and contribute to continuous service improvement
Our Ideal Service Desk Analyst Has The Following Qualifications
- Previous experience in a similar IT support or service desk role
- Strong technical troubleshooting and communication skills
- Ability to work effectively under pressure and in a team-oriented environment
- Proactive approach to learning and continuous improvement
- A full, clean UK driving license is essential (for site and field support)
- Flexibility to work within a rotating shift schedule, including overnight and weekend coverage
The targeted base compensation for this role is 29,073 Pounds, plus an increase in salary on the weekend every month.
If you match the qualifications above, we look forward to reviewing your application! #J-18808-Ljbffr
Service Desk Analyst employer: Lyra Technology Group
Contact Detail:
Lyra Technology Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Familiarise yourself with the specific tools mentioned in the job description, such as RMM, ConnectWise Control, and PassPortal. Having hands-on experience or knowledge about these platforms can give you a significant edge during interviews.
✨Tip Number 2
Demonstrate your customer service skills by preparing examples of how you've handled difficult situations in previous roles. Highlighting your ability to maintain high levels of customer satisfaction will resonate well with the hiring team.
✨Tip Number 3
Show your proactive approach to learning by mentioning any relevant certifications or training you've completed. This will illustrate your commitment to continuous improvement, which is highly valued in this role.
✨Tip Number 4
Be ready to discuss your experience working under pressure and in a team-oriented environment. Prepare specific examples that showcase your ability to thrive in fast-paced settings, as this is crucial for the Service Desk Analyst position.
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 support or service desk roles. Emphasise your technical troubleshooting skills and any specific tools you've used, such as RMM or ConnectWise Control.
Craft a Strong Cover Letter: Write a cover letter that showcases your passion for customer service and your proactive approach to learning. Mention how your previous experiences align with the responsibilities of the Service Desk Analyst role at Lyra Technology Group.
Highlight Relevant Qualifications: In your application, clearly state your qualifications that match the job description. Include any certifications or training related to IT support, as well as your full, clean UK driving license.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Lyra Technology Group
✨Know Your Technical Stuff
Make sure you brush up on your technical troubleshooting skills. Be prepared to discuss specific IT issues you've resolved in the past, as well as the tools and platforms mentioned in the job description, like RMM and ConnectWise Control.
✨Showcase Your Customer Service Skills
Since this role focuses heavily on customer experience, think of examples where you've provided exceptional service. Highlight how you maintained high satisfaction levels and met SLAs in previous roles.
✨Demonstrate Teamwork and Flexibility
Be ready to talk about your experience working in a team-oriented environment. Mention any instances where you adapted to changing schedules or worked under pressure, as flexibility is key for this position.
✨Ask Insightful Questions
Prepare some thoughtful questions about the company culture and the IT support team's dynamics. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
