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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 service.
- Benefits: Enjoy competitive pay, flexible shifts, and opportunities for continuous learning and improvement.
- Why this job: Be part of a dynamic team that values proactive support and excellent customer service in a fast-paced environment.
- Qualifications: Previous IT support experience, strong troubleshooting skills, and a full UK driving license are essential.
- Other info: Salary increases for weekend work and a commitment to employee retention and culture.
The predicted salary is between 29073 - 34887 £ per year.
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.
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 applicati on !
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Service Desk Analyst Ribchester, United Kingdom 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 Ribchester, United Kingdom
✨Tip Number 1
Familiarise yourself with the tools mentioned in the job description, such as RMM and ConnectWise Control. Having hands-on experience or knowledge about these platforms can give you an edge during interviews.
✨Tip Number 2
Brush up on your technical troubleshooting skills. Practice resolving common IT issues, as demonstrating your problem-solving abilities will be crucial in showcasing your fit for the role.
✨Tip Number 3
Prepare to discuss your previous customer service experiences. Highlight specific instances where you went above and beyond to ensure customer satisfaction, as this aligns with the company's commitment to excellent service.
✨Tip Number 4
Be ready to talk about your flexibility and ability to work under pressure. Share examples of how you've successfully managed challenging situations in a team environment, as this is key for the dynamic setting at Lyra Technology Group.
We think you need these skills to ace Service Desk Analyst Ribchester, United Kingdom
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Service Desk Analyst. Familiarise yourself with the key duties mentioned in the job description, such as providing 1st and 2nd line support and troubleshooting IT issues.
Tailor Your CV: Customise your CV to highlight relevant experience in IT support or service desk roles. Emphasise your technical troubleshooting skills and any previous customer service experience that aligns with the expectations of Lyra Technology Group.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for technology and customer service. Mention specific examples of how you've resolved IT issues in the past and how you can contribute to the team at Lyra Technology Group.
Proofread Your Application: Before submitting, carefully proofread your application materials. Check for spelling and grammatical errors, and ensure that all information is accurate and presented professionally.
How to prepare for a job interview at Lyra Technology Group
✨Know Your Technical Stuff
As a Service Desk Analyst, you'll need to demonstrate your technical troubleshooting skills. Brush up on common IT issues and solutions, especially those related to password resets and remote support tools like ConnectWise Control.
✨Showcase Your Customer Service Skills
Exceptional customer service is key in this role. Prepare examples of how you've handled difficult customer interactions in the past, focusing on your ability to remain calm and courteous under pressure.
✨Familiarise Yourself with the Tools
Get to know the tools mentioned in the job description, such as RMM for automation and PassPortal for documentation. Being able to discuss these tools confidently will show your preparedness and enthusiasm for the role.
✨Demonstrate a Proactive Attitude
Lyra Technology Group values continuous improvement. Be ready to discuss how you've taken initiative in previous roles to improve processes or enhance customer satisfaction, showcasing your proactive approach to learning.
