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- Tasks: Join our team as a Service Desk Analyst, helping customers with their IT needs.
- Company: Modern Networks delivers top-notch ICT solutions and support to businesses across the nation.
- Benefits: Enjoy 25 days of 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: Work shifts from 08:00 to 18:00, with no evenings or weekends required.
The predicted salary is between 28800 - 43200 £ per year.
Who we Are
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 a 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
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 – we’ll arrange an informal chat about the role.
Service Desk Analyst - 1st Line 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 - 1st Line
✨Tip Number 1
Familiarize yourself with common IT support issues and solutions. Being able to quickly identify and address typical problems will show your readiness for the role and impress during any discussions.
✨Tip Number 2
Practice your communication skills, especially in handling frustrated customers. Role-playing scenarios can help you become more comfortable in delivering clear and concise information under pressure.
✨Tip Number 3
Research Modern Networks and their partnerships with technology vendors like HP and Cisco. Understanding their services and products will allow you to speak knowledgeably about how you can contribute to their team.
✨Tip Number 4
Show your enthusiasm for teamwork and collaboration. Be prepared to share examples of how you've supported colleagues in the past, as this aligns with the company’s values and culture.
We think you need these skills to ace Service Desk Analyst - 1st Line
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the Service Desk Analyst position. Understand the key responsibilities and required skills, 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 attitude, and any previous experience in IT support or service desk roles.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for the role and the company. Mention specific examples of how you have successfully handled customer inquiries or technical issues in the past.
Highlight Teamwork and Process Orientation: In your application, emphasize your ability to work as part of a team and your experience with following processes. Provide examples of how you've triaged tickets or collaborated with colleagues to resolve issues efficiently.
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 can handle frustrated customers with patience and professionalism.
✨Understand the Importance of Customer Service
Emphasize 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.
✨Familiarize Yourself with Technical Support Basics
Brush up on common technical support tasks such as installing software updates and troubleshooting basic IT issues. Being able to discuss these topics confidently will demonstrate your readiness for the role.
✨Highlight Your Teamwork Abilities
The role requires collaboration with colleagues. Prepare to discuss instances where you've helped teammates or worked effectively in a team setting. This will illustrate that you're a team player who values cooperation.
