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- Tasks: Be the friendly face of IT support, solving tech issues and assisting employees daily.
- Company: Join Nimbus, a dynamic team dedicated to enhancing employee experiences through technology.
- Benefits: Enjoy a supportive work environment with opportunities for growth and development.
- Why this job: Make a real difference in people's work lives while honing your tech skills in a collaborative setting.
- Qualifications: Strong customer service skills, basic IT knowledge, and a proactive attitude are essential.
- Other info: Work hours are Monday to Friday, 09:00 - 17:00, based in Oxford.
The predicted salary is between 28800 - 43200 £ per year.
Join Our Frontline IT Support Team as a Service Desk Analyst! Are you a customer-focused individual with a passion for technology and problem-solving? Do you thrive in a fast-paced environment where you can make a real difference to people's day-to-day work? We're looking for a dedicated and enthusiastic Service Desk Analyst to be the welcoming face and first point of contact for our IT Support Team. You'll be instrumental in ensuring our employees receive timely and effective assistance with their IT needs.
In this crucial role, you will:
- Be the friendly "front-of-house" for IT Support: Greeting employees, understanding their IT issues, and providing a positive initial experience.
- Master Incident Management: Accurately logging and tracking incidents, providing first-line solutions (like password resets), escalating complex issues, and keeping users informed of progress.
- Efficiently Handle Service Requests: Processing requests for hardware, software, and access permissions with speed and accuracy.
- Contribute to Problem Management: Identifying recurring issues, assisting with root cause analysis, and helping to prevent future problems.
- Build and Maintain our Knowledge Base: Documenting solutions and creating helpful resources for both users and the IT team.
- Excel in User Communication: Providing timely updates, clear instructions, and maintaining a professional and empathetic approach.
- Support Monitoring and Reporting: Tracking service desk performance, generating reports, and ensuring SLAs are met.
- Assist with IT Projects: Providing support for testing, user training, and the rollout of new systems.
- Facilitate User Training and Onboarding: Guiding employees on new technologies and assisting with the IT setup for new starters.
- Manage Service Desk Tools: Ensuring our ticketing system is used effectively, utilizing remote support tools, and contributing to our CMDB administration.
- Support Procurement: Assisting with raising and uploading Purchase Orders and Quotes.
What you'll bring:
- A strong customer service orientation and excellent communication skills (both written and verbal).
- A proactive and can-do attitude with a genuine desire to help others.
- Solid understanding of basic IT troubleshooting (e.g., operating systems, applications, hardware).
- Excellent organizational skills and attention to detail.
- The ability to work independently and as part of a collaborative team.
- Experience with ticketing systems is beneficial.
Working Hours: Monday to Friday, 09:00 - 17:00.
Location: Oxford.
Ready to be the vital link between our employees and the IT Support Team? Apply now to join Nimbus and make a significant impact on our daily operations!
Contact Detail:
nimbus 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. Understanding basic troubleshooting for operating systems, applications, and hardware will help you stand out during the interview process.
✨Tip Number 2
Practice your communication skills. As a Service Desk Analyst, you'll need to convey technical information clearly and empathetically. Consider role-playing scenarios with friends or family to enhance your ability to explain complex concepts simply.
✨Tip Number 3
Get comfortable with ticketing systems. If you have access to any free or trial versions of popular ticketing software, spend some time learning how they work. This knowledge can give you an edge in demonstrating your readiness for the role.
✨Tip Number 4
Show your enthusiasm for customer service. Be prepared to share examples of how you've gone above and beyond to help others in previous roles. This will highlight your proactive attitude and genuine desire to assist users.
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 in customer service and IT support. Use keywords from the job description, such as 'incident management' and 'problem-solving', to demonstrate your fit for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for technology and your proactive attitude. Mention specific examples of how you've helped others with IT issues in the past to illustrate your customer service skills.
Showcase Communication Skills: Since excellent communication is key for this role, ensure your application reflects your ability to convey information clearly and professionally. Use concise language and structure your writing well.
Highlight Relevant Skills: In your application, emphasise your understanding of basic IT troubleshooting and any experience with ticketing systems. This will show that you have the technical knowledge needed for the Service Desk Analyst position.
How to prepare for a job interview at nimbus
✨Show Your Customer Service Skills
As a Service Desk Analyst, your ability to communicate effectively and empathetically is crucial. Prepare examples from your past experiences where you successfully resolved customer issues or provided exceptional service.
✨Demonstrate IT Knowledge
Brush up on basic IT troubleshooting techniques and be ready to discuss them. Familiarise yourself with common operating systems, applications, and hardware issues, as these will likely come up during the interview.
✨Familiarise Yourself with Incident Management
Understand the principles of incident management and be prepared to explain how you would log, track, and escalate issues. Mention any experience you have with ticketing systems, as this will show your readiness for the role.
✨Prepare Questions for the Interviewers
Think of insightful questions to ask about the team dynamics, the tools they use, and their approach to problem management. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
