Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Help resolve IT issues via phone, email, or 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 are essential.
- Other info: Ideal for self-motivated individuals eager to learn and grow in a fast-paced setting.
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 ITIL practices and processes, as this knowledge will be crucial in demonstrating your understanding of service management during the interview. Being able to discuss how you’ve applied these principles in past roles can set you apart.
✨Tip Number 2
Brush up on your technical skills related to Wintel environments, especially Windows 10/11 and Windows Server. Having hands-on experience or relevant certifications can give you an edge and show that you're proactive about your professional development.
✨Tip Number 3
Prepare to showcase your customer service skills by thinking of specific examples where you've successfully resolved issues or improved customer satisfaction. This will help you demonstrate your ability to 'own' calls and manage them effectively.
✨Tip Number 4
Since the role involves mentoring others, think about your previous experiences where you’ve guided colleagues or shared best practices. Be ready to discuss how you can contribute to a positive team environment at StudySmarter.
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 readiness for the role.
Prepare for Potential Questions: Think about common interview questions for a Service Desk Analyst position, such as how you handle difficult customers or prioritize multiple service requests. Prepare concise and relevant answers.
How to prepare for a job interview at Malom
✨Show Your Customer Service Skills
Since the role emphasizes excellent customer service, be prepared to share specific examples of how you've successfully handled customer inquiries or issues in the past. Highlight your ability to communicate clearly and professionally.
✨Demonstrate Technical Knowledge
Familiarize yourself with the technologies mentioned in the job description, such as Windows environments, MS Office Suite, and basic networking concepts. Be ready to discuss your experience with these tools and how you can apply them in the role.
✨Emphasize Problem-Solving Abilities
The position requires analytical skills and a logical thought process. Prepare to discuss how you've approached problem-solving in previous roles, especially in high-pressure situations. Use the STAR method to structure your responses.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your ability to handle service desk incidents. Think about how you would prioritize calls, manage escalations, and ensure timely resolutions while maintaining customer satisfaction.
