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- Tasks: Join our team as a Service Desk Analyst, helping customers with their IT needs daily.
- 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 required!
- Other info: Work shifts from 08:00 to 18:00, with no evenings or weekends.
The predicted salary is between 24000 - 36000 £ 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 recruitment@modern-networks – 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 tools and software, especially those mentioned in the job description like HP, Cisco, and Microsoft. This knowledge will help you feel more confident during the interview and demonstrate your proactive approach.
✨Tip Number 2
Practice your communication skills by simulating customer interactions. Role-playing scenarios where you handle frustrated customers can prepare you for the real-life situations you'll encounter as a Service Desk Analyst.
✨Tip Number 3
Show your ambition by researching career pathways within the company. Be ready to discuss how you envision your growth and what steps you plan to take to achieve your goals during the interview.
✨Tip Number 4
Emphasize your teamwork skills by sharing examples of how you've supported colleagues in previous roles. Highlighting your ability to collaborate effectively will resonate well with the team-oriented culture at Modern Networks.
We think you need these skills to ace Service Desk Analyst - 1st Line
Some tips for your application 🫡
Understand the Role: Make sure you fully understand the responsibilities of a Service Desk Analyst. Highlight your communication skills and customer-first approach in your application.
Tailor Your CV: Customize your CV to reflect relevant experience, especially in technical support or customer service roles. Emphasize any experience with ICT infrastructure or similar environments.
Craft a Strong Cover Letter: Write a cover letter that showcases your ambition and willingness to grow within the company. Mention how you can contribute to the team and your commitment to providing excellent customer service.
Highlight Teamwork and Process Orientation: In your application, provide examples of how you've worked effectively in a team and followed processes to achieve results. This aligns with the company's values and expectations for the role.
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 Role's Responsibilities
Familiarize yourself with the key tasks of the position, such as logging cases, installing software updates, and maintaining the Configuration Management Database. Be ready to discuss how your previous experiences align with these responsibilities.
✨Emphasize Teamwork
Highlight your ability to work collaboratively with colleagues. Share examples of how you've supported team members in the past, especially in high-pressure situations. This will show that you're a team player who values helping others.
✨Demonstrate Customer-Centric Attitude
Prepare to discuss how you prioritize customer needs and go the extra mile to find solutions. Share specific examples from your past experiences where you successfully resolved customer issues or improved their experience.
