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- Tasks: Join our team as a Service Desk Analyst, helping customers with their ICT needs.
- Company: Modern Networks delivers top-notch tech solutions to businesses across the nation since 2000.
- Benefits: Enjoy 25 days annual leave, a healthy work-life balance, and opportunities for career growth.
- Why this job: Be part of a supportive team that values communication and customer service while advancing your career.
- Qualifications: Great communication skills and a passion for helping others are essential; no prior experience needed!
- Other info: No evenings or weekends required; flexible shift patterns available.
About Us:
Established in 2000, Modern Networks provides information and communications technology solutions and support to businesses nationwide. We take time to understand and anticipate the challenges facing our customers today. We partner with technology vendors including HP, Cisco, NetApp, Microsoft and VMWare to deliver market leading technology solutions which enable organisations to increase their business efficiency, improve customer service and reduce business costs.
What you\’ll be doing:
Our Service Desk Analysts are part of a skilled team that work closely with our customers to ensure their ICT Infrastructure operates at the optimum capacity and with minimum disruption to service.
The majority of your time will be spent taking calls – you\’ll be responding to and logging new cases and Requests, ensuring our customers are regularly updated on where we\’re at with them.
The types of technical activities you\’ll be involved in are installing software updates, assisting with technical support, and participating in the maintenance of the Configuration Management Database.
The team work on a shift pattern – the earliest shift starts at 08:00, and the latest you would finish is 18:00 – there are no evenings, weekends or bank holidays.
What makes you a great fit
- You re a great communicator you ll be the first point of contact for customers reporting incidents or requesting changes to their IT systems so we need people that aren t afraid to pick up phone (even when they re frustrated!) and can communicate simple, straightforward advice and information
- You\’re ambitious – we are 100% committed to creating career pathways for all our teams, whether your aspirations are to move into management, get out into the field or move into more technical roles we want to help you get there. We\’ve got former Service Desk colleagues in our Professional Services, ISP, Cloud & Endpoint and even our Sales teams!
- You put the customer first. We need people that will call when they say they will and go the extra mile to find the right solution.
- You re process driven you ll be triaging tickets coming through according to type and priority (with the added excitement of SLA\’s, so we need people who can follow the plan and get it right for our customers every time.
- You re a team player got your workload under control but your colleague is struggling? We want you to take the time to help them out, just like they ll do for you when you join us.
What you ll get from us
- Great prospects – once you ve got to grips with our systems and processes, you ll have the opportunity to progress with us. We\’ve got an L&D programme for our ITSM teams – if you fancy a bit of training, we\’ve got you covered!
- Knowledgeable, high-achieving, experienced and fun colleagues
- A career with room for your personal life in a work environment where everyone knows the value of a healthy work-life-balance
- Commitment to Diversity and Inclusion – we hire great people from a wide variety of backgrounds, not just because it s the right thing to do, but because it makes us stronger.
- 25 days annual leave + bank holidays
- Active workplace committees (Social / Wellness)
Sounds like you?
If you share our values and our enthusiasm for delivering a world class service, you will find a home at here at Modern. Or if you re still not convinced, drop us a line at (email address removed) we ll arrange an informal chat about the role.
Service Desk Analyst employer: Modern Networks Ltd
Contact Detail:
Modern Networks Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Familiarize yourself with the common IT issues and solutions that customers face. This will help you respond confidently to calls and provide straightforward advice, which is crucial for a Service Desk Analyst.
✨Tip Number 2
Practice your communication skills, especially in handling frustrated customers. Being able to stay calm and articulate under pressure will set you apart as a great communicator.
✨Tip Number 3
Understand the importance of SLAs (Service Level Agreements) and how to prioritize tickets effectively. This knowledge will demonstrate your process-driven mindset during the interview.
✨Tip Number 4
Show your ambition by researching potential career pathways within the company. Be ready to discuss how you envision your growth and what roles you might be interested in pursuing in the future.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Service Desk Analyst. Familiarize yourself with the key skills mentioned in the job description, such as communication, customer service, and technical support.
Tailor Your CV: Customize your CV to highlight relevant experience and skills that align with the job requirements. Emphasize your communication abilities, customer-first mindset, and any previous experience in IT support or service desk roles.
Craft a Strong Cover Letter: Write a cover letter that showcases your enthusiasm for the role and the company. Mention specific examples of how you've successfully handled customer interactions or technical issues in the past, demonstrating your problem-solving skills.
Highlight Teamwork and Process Orientation: In your application, emphasize your ability to work as part of a team and your experience with process-driven environments. Provide examples of how you've triaged tasks or supported colleagues in previous roles.
How to prepare for a job interview at Modern Networks Ltd
✨Show Your Communication Skills
As a Service Desk Analyst, you'll be the first point of contact for customers. Practice clear and concise communication, especially when explaining technical issues. Be prepared to demonstrate how you would handle frustrated customers with patience and understanding.
✨Emphasize Customer-Centric Approach
Highlight your commitment to putting the customer first. Share examples from your past experiences where you went the extra mile to resolve an issue or improve customer satisfaction. This will show that you align with the company's values.
✨Demonstrate Teamwork
The role requires being a team player. Prepare to discuss instances where you supported colleagues or collaborated effectively in a team setting. This will illustrate your ability to contribute positively to the team dynamic.
✨Familiarize Yourself with ITIL Processes
Since the job involves triaging tickets and following processes, having a basic understanding of ITIL (Information Technology Infrastructure Library) principles can be beneficial. Mention any relevant experience or knowledge you have regarding ticketing systems and service level agreements (SLAs).
