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- Tasks: Help resolve IT issues via phone, email, and portal while providing top-notch customer service.
- Company: Join a dynamic team focused on delivering exceptional IT support and solutions.
- Benefits: Enjoy opportunities for growth, mentorship, and a collaborative work environment.
- Why this job: Perfect for tech enthusiasts looking to kickstart their career in IT with hands-on experience.
- Qualifications: Strong communication skills and some experience in IT support or help desk roles are essential.
- Other info: Ideal for self-motivated individuals eager to learn and grow in a fast-paced environment.
The predicted salary is between 30000 - 42000 £ per year.
Level 1 Service Desk Analyst Responsibilities To take/log/monitor/resolve IT related incidents/service requests via phone/e-mail/portal. Must be self-motivated with excellent customer service and liaison skills To be proactive and “own” calls residing on the Service Desk Drive/manage calls to resolution within SLA Act as a first line escalation point (for immediate issues) and refer more complex issues Liaise with customers and 3rd Parties as and when required Develop content in Knowledge Base Pro-actively resolve issues with service calls, escalating when required via structured process. Ability to mentor and instil best practices in others in terms of ticket management and customer care. Experience/Knowledge. * Excellent communicator both written and verbally * The ability to work well alone and under pressure * Previous experience of Wintel environment * Analytical Skills and demonstrable logical thought process * Clear and professional telephone manner * Previous Service/Help Desk experience MS Office Suite (to include up to Office 365), Internet, email (Outlook – Exchange/ Google mail), fault diagnosis, AD, AAD, Citrix & RDS * Assist with assignment of calls * Assist with call queues. * Basic Hardware knowledge (HP platforms) * Build knowledge of Bespoke Business Apps * Wintel knowledge (Win 10/11, Windows Server 2008/16) * Basic Networking knowledge and understanding of VPNs * Call ownership and monitoring * Basic Exchange Administration * Assist with Tablet Devices issues * Assist with Mobile Device issues * Working knowledge of Google Apps and MS Office 365 * Knowledge of ITIL practices and processes Preferred Qualifications/Experience/Skills; * MCITP Windows Server/Workstation Administration * Microsoft Office Specialist (to include MS Azure and O365) * ITIL Service Management Foundation * O365 / Azure portals * Smartphones
Level 1 Service Desk Analyst employer: Malom
Contact Detail:
Malom Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Level 1 Service Desk Analyst
✨Tip Number 1
Familiarize yourself with common IT service desk tools and ticketing systems. Being able to demonstrate your knowledge of these platforms during the interview can set you apart from other candidates.
✨Tip Number 2
Brush up on your customer service skills. Since this role requires excellent communication, practice handling difficult customer scenarios to show that you can remain calm and professional under pressure.
✨Tip Number 3
Gain a solid understanding of the technologies mentioned in the job description, such as Windows Server, Office 365, and basic networking concepts. This will help you answer technical questions confidently.
✨Tip Number 4
Prepare examples of how you've successfully resolved IT issues in the past. Be ready to discuss specific incidents where you took ownership of a problem and led it to resolution, showcasing your proactive approach.
We think you need these skills to ace Level 1 Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, customer service, and any specific technologies mentioned in the job description, such as Wintel environments and MS Office Suite.
Craft a Strong Cover Letter: In your cover letter, emphasize your communication skills and ability to work under pressure. Mention specific examples of how you've resolved IT incidents or provided excellent customer service in previous roles.
Showcase Technical Skills: Clearly list your technical skills related to the job, such as knowledge of Windows Server, basic networking, and familiarity with ITIL practices. This will demonstrate your capability to handle the responsibilities outlined.
Prepare for Potential Questions: Think about common interview questions for a Service Desk Analyst position, such as how you would handle a difficult customer or a high-pressure situation. Prepare concise and relevant answers that reflect your experience.
How to prepare for a job interview at Malom
✨Showcase Your Communication Skills
As a Level 1 Service Desk Analyst, excellent communication is key. Be prepared to demonstrate your ability to communicate clearly and professionally, both verbally and in writing. Practice explaining technical concepts in simple terms, as you may need to do this with customers who are not tech-savvy.
✨Demonstrate Problem-Solving Abilities
Prepare for situational questions that assess your analytical skills and logical thought process. Think of examples from your past experience where you successfully resolved IT incidents or service requests, and be ready to walk the interviewer through your thought process.
✨Familiarize Yourself with Relevant Technologies
Make sure you have a good understanding of the technologies mentioned in the job description, such as Windows environments, MS Office Suite, and basic networking concepts. Being able to discuss these topics confidently will show that you are well-prepared and knowledgeable.
✨Emphasize Customer Service Experience
Since customer service is a crucial part of this role, be ready to share specific examples of how you've provided excellent service in previous positions. Highlight any experience you have with ticket management and how you’ve handled difficult situations with customers.
