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- Tasks: Provide first-line ICT support and manage incident resolutions.
- Company: Join Northampton General Hospital, part of a diverse healthcare group.
- Benefits: Enjoy a supportive work environment with opportunities for growth and development.
- Why this job: Make a real impact by helping users and improving service quality.
- Qualifications: Experience with ITIL principles and strong customer service skills required.
- Other info: Diversity and inclusion are valued; all backgrounds encouraged to apply.
The predicted salary is between 28800 - 43200 £ per year.
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Join to apply for the Support Service Desk Analyst role at MAX FORTUNE, INC.
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Support and assist with development of the Associate Service Desk Analysts. Work with the Service Desk Analysts to identify process improvements. Ensuring the service offered is to the highest standard and gives great customer service. Ensure that you lead by example, show empathy and understanding when dealing with ICT shy users whilst providing guidance in line with user\’s abilities.
Responsible for ensuring tickets are logged in a consistent manner which meets the standard minimum data set. Contribute to ensuring that you deliver to agreed SLAs. Providing technical advice and information to the Associate Service Desk Analysts. To contribute to producing and maintaining operational procedures.
Ensure that calls logged to the Service Desk are answered promptly, accurately and in line with agreed service standards and then pro-actively managed to a successful conclusion. This includes liaison with end users, other departments, and third parties. Ensuring that all methods of customer contact are monitored and responded to telephone calls, e-mails, self-service tickets etc. Management and Leadership Contribute to the implementation of the Group Digital Strategy, in line with Group, National priorities and initiatives, and leading digital techniques.
Deputise for the Service Desk Analyst as necessary and where appropriate. Technical Service Delivery Work with the Service Desk Analyst to identify trends in incidents to contribute to problem records. Be aware of all changes and when they are taking place. Ensure that routine maintenance and remedial work is appropriately scheduled and undertaken so that it does not adversely impact the availability of business-critical systems.
Referrals increase your chances of interviewing at MAX FORTUNE, INC. by 2x.
Seniority level
- Entry level
Employment type
- Contract
Job function
- Information Technology
Industries
- IT System Training and Support
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Support Service Desk Analyst employer: MAX FORTUNE, INC.
Contact Detail:
MAX FORTUNE, INC. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Service Desk Analyst
✨Tip Number 1
Familiarise yourself with ITIL principles, especially around incident and request management. Understanding these concepts will not only help you in the interview but also demonstrate your commitment to the role.
✨Tip Number 2
Practice your interpersonal skills by engaging with friends or family in role-play scenarios where you provide technical support. This will help you build confidence in communicating effectively with users of varying technical abilities.
✨Tip Number 3
Research common issues faced in service desk roles and think about how you would approach resolving them. Being prepared with examples of how you've handled similar situations can set you apart during discussions.
✨Tip Number 4
Network with current or former Service Desk Analysts on platforms like LinkedIn. They can provide insights into the role and may even share tips on what the hiring team values most, giving you an edge in your application.
We think you need these skills to ace Support Service Desk Analyst
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and qualifications required for the Support Service Desk Analyst position. Tailor your application to highlight relevant experiences that align with these requirements.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous experience you have with ITIL principles, customer service, and incident management. Use specific examples to demonstrate your skills in these areas.
Showcase Interpersonal Skills: Since strong interpersonal skills are crucial for this role, make sure to include examples of how you've successfully built relationships with customers or colleagues in past positions. This will help illustrate your ability to communicate effectively.
Proofread Your Application: Before submitting your application, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which is essential for a support role.
How to prepare for a job interview at MAX FORTUNE, INC.
✨Understand ITIL Principles
Make sure you have a solid grasp of ITIL service principles, especially incident and request management. Be prepared to discuss how you've applied these principles in past roles or how you would approach them in this position.
✨Showcase Your Interpersonal Skills
Highlight your ability to build relationships with customers at all levels. Think of examples where you've successfully communicated with users, especially those who may be less tech-savvy, and how you provided support with empathy.
✨Demonstrate Problem-Solving Abilities
Prepare to discuss specific instances where you've resolved incidents on the first call. Share your thought process and any techniques you used to ensure a quick and effective resolution.
✨Exhibit Calmness Under Pressure
Be ready to talk about how you handle stressful situations, particularly during major service disruptions. Provide examples that showcase your ability to stay composed and focused while delivering excellent customer service.
