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For Companies At a Glance
- Tasks: Resolve 2nd Line incidents and service requests while providing excellent customer service.
- Company: Join a leading IT firm known for its commitment to service excellence.
- Benefits: Enjoy a contract role with opportunities for professional growth and skill development.
- Why this job: Be part of a dynamic team that values technology and customer satisfaction.
- Qualifications: 4+ years in IT Service Management; Microsoft certification and ITIL qualification required.
- Other info: Active SC Clearance is essential for this role.
The predicted salary is between 36000 - 60000 £ per year.
Active SC Clearance required - Bristol - Contract
My client who are leaders in their field are looking for a Desktop Support Analyst who will be responsible for the resolution of all 2nd Line incident and service requests within their region. They will have a good understanding of technology and demonstrate excellent customer service skills.
Key Deliverables/Responsibilities
- Manage and prioritise all 2nd line incidents and requests according to defined SLAs
- General troubleshooting of the desktop computing environment based on service requests logged via the Global Service Desk.
- Deploy IT Hardware, record and track assets during deployment according to IT Services standards and workflow procedures
- Maintain regional service excellence by providing customers with continual and regular updates throughout the management of their incidents and requests
- Troubleshooting a range of technology and telephony issues: investigating, diagnosing faults, and working through to resolution
- Own, monitor and maintain equipment rooms to comply with IT Services and QSSE standards and mitigate risks arising from audits, fire, safety or other risk assessments
- Support the set-up of new offices, sites or projects across the local region
- Management of Service Now Stock Rooms and ownership of goods receipting process
- Act as an escalation point for 2nd Line support issues
Experience Required
- At least 4 years' experience in IT Service Management principles and processes
- High level of proficiency and knowledge of working in a Corporate IT environment
- Experience in working to (and exceeding) Service Level Agreements
- Broad technical understanding of IS services being supported
- Working knowledge of database/excel structures/tables/configurations
- Experience in data analysis and good numeracy, analytical and reporting skills
Qualifications:
- Certification from Microsoft
- ITIL V3/4 Foundation Qualification
- Working knowledge of Service Now
Locations
Contact Detail:
Nexere Consulting Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Desktop Support Analyst
✨Tip Number 1
Familiarise yourself with the specific technologies and tools mentioned in the job description, such as Service Now and Microsoft certifications. This will not only boost your confidence but also demonstrate your commitment to the role during any discussions.
✨Tip Number 2
Brush up on your customer service skills, as this role requires excellent communication with clients. Practising how to explain technical issues in simple terms can set you apart from other candidates.
✨Tip Number 3
Network with current or former employees of the company to gain insights into their work culture and expectations. This can provide you with valuable information that you can use to tailor your approach during interviews.
✨Tip Number 4
Prepare for potential scenario-based questions by thinking through common 2nd line support issues you’ve encountered in the past. Being able to articulate your problem-solving process will showcase your experience effectively.
We think you need these skills to ace Desktop Support Analyst
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Desktop Support Analyst. Familiarise yourself with the key deliverables mentioned in the job description, such as managing 2nd line incidents and providing excellent customer service.
Tailor Your CV: Customise your CV to highlight relevant experience in IT Service Management and desktop support. Emphasise your proficiency in troubleshooting, managing incidents, and any specific technologies mentioned in the job description.
Craft a Strong Cover Letter: Write a compelling cover letter that showcases your understanding of the role and your passion for IT support. Mention your experience with Service Now and any relevant certifications, such as Microsoft or ITIL qualifications.
Highlight Customer Service Skills: Since excellent customer service is crucial for this role, provide examples in your application that demonstrate your ability to communicate effectively and manage customer expectations during incident resolution.
How to prepare for a job interview at Nexere Consulting
✨Showcase Your Technical Knowledge
Make sure to brush up on your technical skills related to desktop support. Be prepared to discuss your experience with troubleshooting, hardware deployment, and any specific technologies mentioned in the job description. This will demonstrate your capability to handle the responsibilities outlined.
✨Emphasise Customer Service Skills
Since excellent customer service is crucial for this role, think of examples where you've successfully resolved issues for users. Highlight your communication skills and how you keep customers informed throughout the incident management process.
✨Familiarise Yourself with SLAs
Understanding Service Level Agreements (SLAs) is key for this position. Be ready to discuss how you've managed incidents within defined SLAs in your previous roles. This shows that you can prioritise effectively and meet expectations.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about common desktop support issues and how you would approach them. This will help you demonstrate your analytical skills and ability to work under pressure.
