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- Tasks: Be the go-to person for IT issues, providing top-notch support and troubleshooting.
- Company: Join a dynamic team at a leading professional services firm.
- Benefits: Gain valuable experience, competitive pay, and opportunities for growth.
- Why this job: Make a real difference by helping colleagues with tech challenges every day.
- Qualifications: 3 years in IT support, GCSE education, and a driving license required.
- Other info: Exciting projects and a chance to work with the latest technology.
The predicted salary is between 30000 - 42000 ÂŁ per year.
Main function of job: As IT Service Desk Analyst, you will act as the first point of contact for 280 users, based across 4 offices, to report IT related issues and faults. The primary objective of the role is to provide first time resolution with good customer service. This will be achieved by troubleshooting, diagnosing and resolving problems at the first point of contact and/or escalating the fault to one of our 2nd line specialist teams to investigate and resolve. You will be responsible for logging tickets in our ITSM platform, problem management and ensuring our assets are all correctly tracked using our asset management process. In addition to this, you will have the opportunity to be involved in delivering key projects to our end users and assisting with the adoption of new technology such as Microsoft 365, including SharePoint, OneDrive and Teams.
Main duties:
- Be the first point of contact for users, logging and responding to incidents using our ITSM platform.
- Providing excellent customer service to colleagues and users.
- Respond to incidents ensuring they are resolved in a timely manner to meet defined service level targets.
- Complete relevant and skilled investigations, before escalating to our 2nd line team.
- Maintain a high degree of customer service and adherence to ITIL service management principles, taking ownership of incidents and requests, and being proactive when dealing with customers.
- Take ownership of the Asset Management process for all devices across the firm.
- Create Knowledge Base articles for “quick fixes” and whenever new solutions are learned from support enquiries.
- Onboarding new starters including conducting inductions and providing them with basic IT training.
- To liaise with 3rd party suppliers and vendors.
- You may be required to provide onsite and direct support to users in the other Mercer & Hole offices (London, Rickmansworth, and Milton Keynes).
Experience Required:
- Knowledge of Microsoft client operating systems and applications.
- Azure Active Directory administration (Users and Computers).
- Strong hardware diagnostics and fault-finding experience.
- Basic Citrix Virtual Desktop administration.
- Knowledge of Office 365 including Teams, OneDrive, Copilot, and SharePoint Online.
- Basic understanding of LAN and WAN network topologies.
- Basic understanding of Microsoft SQL Server.
- FreshService or other ITSM Tool.
- Knowledge of Computer Hardware and Peripherals.
- Understanding of mobile devices (iPhones & Android).
- Detailed ticket logging abilities.
Qualifications/education Required:
- 3 years’ experience in a similar role.
- GCSE level education.
- Full driving license and use of own car with Business Insurance.
Desirable:
- ITIL qualification.
- Experience working in a Professional Services organisation.
- Experience with CCH Central/Audit Automation/Document Management.
- Experience with Azure Virtual Desktop.
Aptitudes / Skills Required:
- Strong customer service focus.
- Excellent communication and documentation writing skills.
- Ability to follow process and procedure correctly and accurately.
- Good organisational skills with the ability to work on multiple time sensitive deliverables.
- Team player.
IT Service Desk Analyst in St Albans employer: Mercer & Hole
Contact Detail:
Mercer & Hole Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Analyst in St Albans
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know someone who knows someone, and a friendly chat can open doors you didn’t even know existed.
✨Tip Number 2
Practice makes perfect! Before your interview, we suggest doing mock interviews with friends or family. This will help you get comfortable with common questions and showcase your troubleshooting skills.
✨Tip Number 3
Show off your tech skills! During interviews, be ready to discuss your experience with Microsoft 365 and ITSM tools. We want to hear about your hands-on experience and how you’ve resolved issues in the past.
✨Tip Number 4
Don’t forget to follow up! After your interview, drop a quick thank-you email. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s just good manners!
We think you need these skills to ace IT Service Desk Analyst in St Albans
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the IT Service Desk Analyst role. Highlight your experience with Microsoft 365, ITSM tools, and customer service skills. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Share specific examples of how you've resolved IT issues in the past and how you’ve provided excellent customer service. Let us know why you're excited about joining StudySmarter!
Show Off Your Technical Skills: Don’t forget to mention your technical know-how! Whether it’s troubleshooting hardware or managing Azure Active Directory, we want to see your skills front and centre. Be clear and concise about your experience.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss any important updates from us. Good luck!
How to prepare for a job interview at Mercer & Hole
✨Know Your IT Basics
Brush up on your knowledge of Microsoft client operating systems, Azure Active Directory, and Office 365. Be ready to discuss how you've used these tools in past roles, as this will show your familiarity with the technologies they'll expect you to support.
✨Showcase Your Customer Service Skills
Since this role is all about providing excellent customer service, prepare examples of how you've handled difficult situations or resolved issues for users in the past. Highlight your communication skills and ability to empathise with users' frustrations.
✨Demonstrate Problem-Solving Abilities
Be prepared to walk through your troubleshooting process during the interview. They might ask you to solve a hypothetical IT issue on the spot, so think about how you would approach diagnosing and resolving problems efficiently.
✨Familiarise Yourself with ITIL Principles
Understanding ITIL service management principles is crucial for this role. Brush up on key concepts and be ready to discuss how you’ve applied these principles in your previous work, especially in terms of incident management and ticket logging.
