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For Companies At a Glance
- Tasks: Provide first-line support and manage customer requests with a focus on excellent communication.
- Company: Join Node4, a rapidly growing IT services company that values its diverse workforce.
- Benefits: Enjoy private medical insurance, 25 days holiday, and a vibrant work environment with social events.
- Why this job: Be part of a passionate team dedicated to exceptional service and personal growth in technology.
- Qualifications: Must have 2-3 years of 1st line support experience and a passion for IT.
- Other info: Node4 offers ongoing training and a supportive culture for career development.
The predicted salary is between 28800 - 43200 £ per year.
Become a change maker and join Node4. Node4 have a committed, talented, and diverse workforce that is growing all the time, but as we expand through our own growth and acquisitions, we never lose sight of the most important part of our business - our people. We want you to grow, learn, and evolve alongside us. So, whether you're just starting out in your career or looking to progress as an industry professional, Node4 has a place for you.
About The Role
As a 1st line support engineer you will be the entry point for all requests and tickets, while also working closely with 2nd line teams to provide a cohesive experience for clients. You will be required to update customers on all stages of support calls, from logging, research, action plan, escalation to resolution and if required timely escalate to 2nd line. An excellent line of communication must be upheld at all times with team members and clients to ensure the highest level of customer service. Overall, our 1st line support engineers are the focal point of our managed services team providing first class support to our customers ensuring they are leveraging the benefits of their technology investment.
What will you bring?
- The drive to continually progress skills year on year.
- Ability to adapt to new and unfamiliar technologies quickly.
- Excellent self-driven time management skills applied when delivering support services.
- Highly motivated to deliver quality outcomes with the ability to remain calm under pressure.
- Excellent communication skills at all levels.
- Excellent personal management skills relating to conduct, timekeeping and delivery against commitments.
- Excellent punctuality skills relating to customer and non-customer engagements.
- Excellent inter-personal skills working in and contributing to small and large teams both client facing and internally.
- Contribute to new ideas for support and managed services.
Essential Criteria
- Must hold or be able to successfully achieve and maintain NPPV3 with SC.
- Able to evidence excellent customer service skills.
- Possess a passion for IT and keen to progress.
- Knowledge of the ITIL ServiceDesk environment.
- Excellent and demonstrable documentation ability, for both technical documents and customer communication.
- Follow policies, procedures and controls.
- Work to strict SLA's and ensure case information is correct and current.
- Working knowledge of Windows 10, 8 and 7 Operating Systems.
- Solid understanding and ideally qualified in extensive use of Office products including Word, Outlook, PowerPoint, Excel.
- Minimum of 2-3 years 1st Line Service Desk experience.
- Experience in working with 3rd parties and triaging.
What can we offer you?
- Private Medical Insurance or Company Paid Health Cash Plan
- Employee Assistance Program
- 25 days holidays plus your birthday off
- Option to purchase additional holiday (up to 5 days)
- Company Pension Scheme
- Life Assurance x 4
- A diverse workforce
- Employee investment with Node4 training Academy
- Family savings and shopping discounts through the Node4 benefits portal.
- Discounted Gym Membership
- Modern facilities with open and welcoming breakout areas
- Company Social events
- Never ending supply of hot and cold drinks, biscuits, sweets, and fruit
Why join Node4?
Founded in 2004, Node4 has experienced exceptional growth and success over the years. From an office in Derby to locations nationwide. From three people to a workforce of over 1200. We believe that our people are the driving force behind our success. We are a vibrant, passionate, and diverse team committed to providing exceptional service as standard. We are proud of our employees and the environment that reflects our core business values of Passion, Innovation, and Trust. Node4 is the place to be if you are passionate about technology and providing exceptional service while developing your career within a welcoming and evolving company.
Service Desk Analyst employer: Node4
Contact Detail:
Node4 Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Familiarise yourself with the ITIL Service Desk environment, as this is crucial for a Service Desk Analyst role. Understanding the principles and processes will not only help you in interviews but also demonstrate your commitment to providing excellent customer service.
✨Tip Number 2
Brush up on your knowledge of Windows operating systems and Office products. Being able to showcase your technical skills during discussions can set you apart from other candidates and show that you're ready to hit the ground running.
✨Tip Number 3
Prepare to discuss your previous experience in 1st line support. Be ready to share specific examples of how you've handled customer queries, escalated issues, and maintained communication with clients, as these are key aspects of the role.
✨Tip Number 4
Show your passion for technology and continuous learning. During any conversations or interviews, express your eagerness to grow within the company and how you plan to keep up with new technologies and trends in the IT industry.
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, especially in 1st line support roles. Emphasise your customer service skills and any specific IT knowledge that aligns with the job description.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for IT and your motivation to work at Node4. Mention how your skills and experiences make you a great fit for the Service Desk Analyst role.
Highlight Relevant Skills: In your application, clearly outline your skills related to ITIL, Windows operating systems, and Office products. Provide examples of how you've successfully managed customer interactions and resolved issues.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Node4
✨Showcase Your Customer Service Skills
As a Service Desk Analyst, your ability to provide excellent customer service is crucial. Prepare examples of how you've successfully handled customer queries or resolved issues in the past. This will demonstrate your capability to maintain high communication standards.
✨Familiarise Yourself with ITIL Principles
Since knowledge of the ITIL ServiceDesk environment is essential for this role, brush up on ITIL principles and practices. Be ready to discuss how you have applied these in previous roles or how you would implement them in your work.
✨Demonstrate Technical Proficiency
Make sure you are well-versed in Windows operating systems and Office products. You might be asked technical questions or given scenarios to solve, so being confident in your technical skills will help you stand out.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities under pressure. Think of situations where you had to triage issues or escalate problems effectively, and be prepared to explain your thought process during those times.
