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- Tasks: Join our team as a Service Desk Analyst, helping customers with their IT needs.
- Company: Modern Networks Ltd provides cutting-edge ICT solutions to businesses across the UK.
- 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 excellence.
- Qualifications: Great communication skills and a passion for helping others are essential.
- Other info: No evenings or weekends; just a fun, collaborative work environment!
The predicted salary is between 20000 - 24000 £ per year.
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.
- 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.
- 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 recruitment@modern-networks – we’ll arrange an informal chat about the role.
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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
Familiarise yourself with common IT issues and solutions. As a Service Desk Analyst, you'll be the first point of contact for customers, so having a solid understanding of typical problems and how to resolve them will help you stand out during interviews.
✨Tip Number 2
Practice your communication skills. Since you'll be dealing with frustrated customers, being able to convey information clearly and calmly is crucial. Consider role-playing scenarios with friends or family to build your confidence.
✨Tip Number 3
Research Modern Networks Ltd and their services. Understanding the company’s values, culture, and the technology they use will not only prepare you for potential interview questions but also show your genuine interest in the role.
✨Tip Number 4
Network with current or former employees. Reach out on platforms like LinkedIn to gain insights about the work environment and expectations. This can provide you with valuable information that could give you an edge in your application.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Service Desk Analyst role. Emphasise your communication skills, customer service experience, and any technical support roles you've held.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for the position and the company. Mention specific examples of how you’ve successfully handled customer queries or technical issues in the past.
Highlight Teamwork and Process Orientation: In your application, illustrate your ability to work as part of a team and your process-driven approach. Provide examples of how you’ve triaged tickets or collaborated with colleagues to resolve issues.
Showcase Your Ambition: Mention your career aspirations and how they align with the opportunities at Modern Networks. Express your eagerness to grow within the company and take advantage of their L&D programme.
How to prepare for a job interview at Modern Networks Ltd
✨Showcase 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 your ability to handle frustrated customers with patience and professionalism.
✨Understand the Role's Technical Aspects
Familiarise yourself with common IT issues and solutions, as well as the tools and software mentioned in the job description. Being able to discuss your experience with software updates and technical support will show that you're ready to hit the ground running.
✨Emphasise Teamwork and Customer Focus
Highlight your ability to work collaboratively and put the customer first. Prepare examples of how you've helped colleagues or gone the extra mile for customers in previous roles. This will align with the company's values and show you're a great fit for their team.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to prioritise tasks. Think of scenarios where you had to triage tickets or manage multiple requests under pressure. Practising these responses will help you feel more confident during the interview.
