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- Tasks: Be the go-to person for IT queries and solve tech issues like a pro.
- Company: Join a dynamic team in a supportive IT environment in Glasgow.
- Benefits: Enjoy 36 days of annual leave, pension matching, and life assurance.
- Other info: Great opportunities for growth and collaboration with other IT teams.
- Why this job: Make a real difference by ensuring smooth IT operations and user satisfaction.
- Qualifications: 1 year of tech support experience and strong communication skills.
The predicted salary is between 25000 - 30000 £ per year.
The IT Service Desk Analyst serves as the primary point of contact for internal IT queries and technical issues. This role involves logging, diagnosing, and resolving standard technical problems or escalating more complex issues to higher-level support. The objective is to ensure seamless operation of end-user systems while maintaining high levels of user satisfaction. This position plays a key role in delivering reliable, high-quality IT support and contributes directly to the effectiveness and success of the IT department.
Key Responsibilities
- Respond to IT service requests submitted via portal, email, phone, or chat.
- Perform initial diagnosis and resolve known issues.
- Troubleshoot unfamiliar issues following established procedures.
- Escalate unresolved problems to Level 2 support or appropriate teams, providing all relevant details.
- Monitor outstanding tickets to ensure timely resolution in line with service expectations.
- Maintain accurate records of incidents and service requests; contribute to knowledge base documentation including error fixes and workarounds.
- Ensure high customer satisfaction through clear communication and prompt issue resolution.
- Adhere to IT service desk policies, procedures, and best practices.
- Support onboarding/offboarding, account setup, permissions management, and equipment provisioning.
- Collaborate with other IT teams on administrative tasks, projects, and broader IT initiatives as required.
- Work with IT business partners to improve service delivery and positively influence user satisfaction metrics such as Net Promoter Score (NPS).
Skills, Knowledge, and Experience
Essential:
- Minimum 1 year of experience in a technical support role.
- Basic understanding of computer hardware, software, and networking.
- Strong verbal and written communication skills.
- Ability to troubleshoot and resolve basic to moderate technical issues.
- Relevant certifications (e.g., Microsoft 365 administration, Cisco CCNA) are advantageous.
Desirable:
- ITIL v4 Foundation certification.
- Experience in regulated sectors such as Food or Life Sciences.
Core Competencies
- Problem-solving and analytical thinking.
- Meeting deadlines and managing workload effectively.
- Technical proficiency and adaptability.
- Attention to detail.
- Strong communication and collaboration.
Benefits:
- Annual Leave: 36 days (including bank holidays). The only fixed days are Christmas Day, Boxing Day, and New Years Day so the remaining 33 days can be used throughout the year.
- Pension: Up to 6% match.
- Life Assurance: x5 salary.
- Hours: 37.5.
To be considered for this opportunity please apply or reach out to Sophie at Nine Twenty. 07775 380 860.
IT Service Specialist employer: Nine Twenty
Contact Detail:
Nine Twenty Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Specialist
✨Tip Number 1
Network like a pro! Reach out to folks in the IT industry, attend local meetups, or join online forums. You never know who might have the inside scoop on job openings or can refer you directly.
✨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 what you've got!
✨Tip Number 3
Tailor your approach! When you find a role that excites you, research the company and its culture. Use this info to align your answers and show how you fit right in with their team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace IT Service Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the IT Service Specialist role. Highlight your technical support experience and any relevant certifications. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about IT support and how you can contribute to our team. Keep it concise but engaging – we love a good story!
Show Off Your Communication Skills: Since this role involves a lot of interaction with users, make sure your written application reflects your strong communication skills. Clear and professional language goes a long way in making a great first impression!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Nine Twenty
✨Know Your Tech Basics
Make sure you brush up on your understanding of computer hardware, software, and networking. Since the role involves troubleshooting technical issues, being able to speak confidently about these topics will show that you're prepared and knowledgeable.
✨Practice Your Communication Skills
As an IT Service Specialist, clear communication is key. Practice explaining technical concepts in simple terms, as you'll need to help users who may not be tech-savvy. This will demonstrate your ability to ensure high customer satisfaction.
✨Familiarise Yourself with ITIL Practices
If you have any knowledge of ITIL v4, make sure to highlight it during your interview. Understanding IT service management best practices can set you apart from other candidates and show that you’re serious about delivering quality support.
✨Prepare for Scenario Questions
Expect to be asked how you would handle specific technical issues or user requests. Think of examples from your past experience where you successfully resolved problems or escalated issues effectively. This will showcase your problem-solving skills and adaptability.