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- Tasks: Be the go-to person for IT issues, providing quick fixes and excellent customer service.
- Company: Join a dynamic team at a leading firm with a focus on innovation.
- Benefits: Enjoy competitive pay, flexible working options, and opportunities for growth.
- Why this job: Make a real difference by helping users and adopting new tech like Microsoft 365.
- Qualifications: Customer service skills and a passion for technology are essential.
- Other info: Great chance to learn and grow in a supportive environment.
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 offices.
IT Service Desk Analyst employer: Mercer & Hole
Contact Detail:
Mercer & Hole Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Analyst
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or at industry events. A friendly chat can give us insights into the company culture and maybe even a referral!
✨Tip Number 2
Prepare for the interview by practising common IT Service Desk scenarios. We should be ready to showcase our troubleshooting skills and customer service approach. Role-playing with a friend can help us nail it!
✨Tip Number 3
Show off our tech-savviness! During interviews, we can mention our experience with Microsoft 365 and any relevant projects. This will highlight our ability to adapt to new technologies and contribute to key projects.
✨Tip Number 4
Don’t forget to follow up after the interview! A quick thank-you email can keep us fresh in their minds and show our enthusiasm for the role. Plus, it’s a great chance to reiterate why we’re the perfect fit!
We think you need these skills to ace IT Service Desk Analyst
Some tips for your application 🫡
Show Off Your Customer Service Skills: As an IT Service Desk Analyst, you'll be the first point of contact for users. Make sure to highlight any previous experience where you've provided excellent customer service. We want to see how you can keep our users happy and satisfied!
Be Specific About Your Technical Skills: When detailing your technical skills, be specific! Mention any experience with ITSM platforms, troubleshooting, or technologies like Microsoft 365. We love seeing candidates who can hit the ground running with the tools we use.
Demonstrate Problem-Solving Abilities: We’re looking for someone who can diagnose and resolve issues quickly. Share examples from your past where you’ve successfully troubleshot a problem or improved a process. This will show us that you can think on your feet!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do at StudySmarter!
How to prepare for a job interview at Mercer & Hole
✨Know Your ITSM Tools
Familiarise yourself with the ITSM platform mentioned in the job description. Be ready to discuss how you’ve used similar tools in the past, and think of examples where you logged incidents or resolved issues efficiently.
✨Customer Service is Key
Prepare to showcase your customer service skills. Think of specific instances where you provided excellent support, especially in high-pressure situations. Remember, it’s all about making users feel valued and understood.
✨Demonstrate Problem-Solving Skills
Be ready to walk through your troubleshooting process. Consider common IT issues and how you would approach resolving them. This will show your analytical thinking and ability to handle incidents effectively.
✨Show Enthusiasm for New Technologies
Since the role involves adopting new tech like Microsoft 365, express your eagerness to learn and adapt. Share any experiences you have with these tools, and be prepared to discuss how you can help others embrace them too.