At a Glance
- Tasks: Manage service requests and deliver top-notch support to clients.
- Company: Join a dynamic IT services company in Belfast, Northern Ireland.
- Benefits: Full-time role with opportunities for growth and skill development.
- Other info: Collaborative team environment with a focus on continuous improvement.
- Why this job: Be the go-to person for tech support and make a real difference.
- Qualifications: 2+ years in IT support with strong troubleshooting skills.
The predicted salary is between 30000 - 42000 £ per year.
We are seeking a detail-oriented, technically proficient, and customer-focused Service Desk Analyst to join our team. This role is pivotal in managing service requests, delivering high-quality support, and contributing to process improvements. The ideal candidate will have a strong background in IT support, excellent communication skills, and a passion for delivering outstanding client experiences.
Overview
The Service Desk Analyst will be responsible for managing service requests, delivering high-quality support, and contributing to process improvements.
Key Responsibilities
- Service Request Fulfillment: Own and manage catalog requests including user/device onboarding and offboarding, access control (SharePoint, mail/calendar), conditional access policies, and software deployments.
- Remote End-User Support: Provide professional and friendly support via phone, email, and chat. Answer incoming calls and route appropriately.
- Case Ownership & Resolution: Take full ownership of cases and follow through to client-confirmed resolution. Escalate complex issues to engineering or specialist teams as needed.
- Efficiency & SLA Compliance: Maintain a fulfillment rate of 90%+ within defined SLAs. Prioritise tasks effectively in a high-volume ticket environment.
- Knowledge Base Contribution: Document support solutions and maintain accurate records of client environments. Contribute to internal knowledge base and process documentation.
- Automation & Process Improvement: Identify opportunities to automate repetitive tasks and streamline service delivery. Challenge the status quo and support cross-functional initiatives.
- Project Participation: Engage in assigned projects and provide off-hours on-call support as required.
Requirements & Qualifications
- Experience: 2+ years in IT support, with demonstrated proficiency in Microsoft Windows 11, macOS, M365/O365, Microsoft Entra ID (Azure AD), VPNs, and mobile devices.
- Technical Skills: Strong troubleshooting skills with experience in DNS, DHCP, Microsoft Intune, Active Directory, Group Policy, and remote desktop tools. Familiarity with SCCM, JAMF, VOIP systems, and printer/peripheral support is a plus.
- Security & Messaging Tools: Exposure to Umbrella 365, Exchange, Defender, INKY, Proofpoint, and email authentication protocols (SPF, DMARC, DKIM).
- Communication: Superior written and verbal communication skills. Confident, empathetic, and professional phone presence.
- Client Focus: Passion for delivering exceptional client experiences. Adaptable in fast-paced environments and committed to continuous improvement.
- Team Collaboration: Collaborative team player with a proactive mindset. Willingness to share knowledge and stay cool under pressure.
Seniority level: Entry level
Employment type: Full-time
Job function: Information Technology
Industries: IT Services and IT Consulting
Service Desk Analyst in Belfast employer: Netrio
Netrio is an exceptional employer located in Belfast, Northern Ireland, offering a dynamic work environment that prioritises employee growth and development. With a strong focus on collaboration and innovation, we provide our Service Desk Analysts with opportunities to enhance their technical skills while delivering outstanding client support. Our commitment to a positive work culture, combined with competitive benefits and a dedication to process improvement, makes Netrio a rewarding place to build a meaningful career in IT.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst in Belfast
✨Tip Number 1
Network like a pro! Reach out to folks in the industry on LinkedIn or at local meetups. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Practice your interview skills! Mock interviews with friends or using online platforms can help you nail those tricky questions. Remember, confidence is key, so show them your passion for IT support!
✨Tip Number 3
Tailor your approach! When you find a role that excites you, research the company and its culture. Use that knowledge to connect your skills and experiences to what they’re looking for in a Service Desk Analyst.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Service Desk Analyst in Belfast
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Service Desk Analyst role. Highlight your IT support experience and any relevant technical skills that match the job description. We want to see how your background aligns with what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to showcase your passion for delivering exceptional client experiences and your problem-solving skills. Let us know why you're excited about joining our team at Netrio.
Showcase Your Communication Skills:Since communication is key in this role, make sure your written application reflects your superior communication skills. Keep it clear, concise, and professional – we love a well-structured application!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Netrio
✨Know Your Tech Inside Out
Make sure you brush up on your technical skills, especially around Microsoft Windows 11, macOS, and M365/O365. Be ready to discuss troubleshooting methods for common issues, as this will show your proficiency and confidence in handling IT support tasks.
✨Showcase Your Customer Service Skills
Since this role is all about delivering outstanding client experiences, prepare examples of how you've successfully resolved customer issues in the past. Highlight your communication style and how you maintain a professional and friendly demeanour, even under pressure.
✨Demonstrate Problem-Solving Abilities
Be prepared to discuss specific instances where you've identified opportunities for process improvements or automation. This could involve streamlining service delivery or enhancing efficiency, which aligns perfectly with the role's responsibilities.
✨Engage with the Company Culture
Research Netrio’s values and culture before the interview. Show that you're not just a fit for the role but also for the team. Ask insightful questions about their projects and initiatives, demonstrating your enthusiasm for contributing to their success.
