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- Tasks: Provide top-notch customer service via phone, email, and video while logging incidents and requests.
- Company: Join LA International, a globally recognised ICT Recruitment and Project Solutions Consultancy with award-winning credentials.
- Benefits: Enjoy competitive pay, a dynamic work environment, and the chance to gain valuable experience in IT.
- Why this job: Be part of a supportive team, enhance your tech skills, and contribute to impactful projects.
- Qualifications: Customer service experience is key; ITIL knowledge and Microsoft skills are a plus.
- Other info: Must be willing to work 12-hour shifts on a 24/7 rota; security clearance required.
The predicted salary is between 42000 - 60000 £ per year.
Full-time on-site in Birmingham (12-hour shifts, 24/7/365) 12-Month Contract £250 - £300 per day Inside IR35
Experience:
- Worked in a customer service role in a technically diverse environment (beneficial)
- Excellent telephone manner
- Excellent written English skills
- Punctual and reliable
Desirables:
- ITIL Foundation Certification
- Operational knowledge of call management systems
- Experience with a service management framework (ITIL beneficial)
- Intermediate knowledge of Microsoft Office Applications
- Intermediate knowledge of Microsoft Operating Systems
- Intermediate knowledge of Microsoft Active Directory
- Basic knowledge of Cisco VoIP and Video Conferencing systems
Key Tasks:
- Communicate effectively with customers and third parties via telephone, email, and video conference daily
- Log incidents, service requests, problems, changes, and knowledge within an ITSM tool, categorizing and prioritizing appropriately
- Handle enquiries, complaints, and escalations from customers and stakeholders
- Analyze complex issues and follow established processes and procedures
- Prioritize based on ITIL best practices (Impact/Urgency) and determine if first-line fix is achievable before escalation
- Provide exceptional customer service
- Collaborate with colleagues to troubleshoot and establish lessons learned
- Take ownership of daily checks/tasks, ensuring high standards
- Provide timely and factual service announcements
Must work 12-hour shifts on a 24/7/365 rota (day shifts 07:00-19:00, night shifts 19:00-07:00). Candidates with or who have held high-level security clearance are encouraged to apply. Successful applicants will require security clearance, which can take up to 18 weeks.
LA International is a UK HMG-approved ICT Recruitment and Project Solutions Consultancy, operating globally. We welcome applications from all community sections and backgrounds. LA International has received numerous awards, including The Queen's Award for Enterprise: International Trade, for two consecutive periods.
DV Cleared Service Desk Analyst employer: Onyx-Conseil
Contact Detail:
Onyx-Conseil Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land DV Cleared Service Desk Analyst
✨Tip Number 1
Familiarise yourself with ITIL best practices, as this role heavily relies on them. Understanding how to categorise and prioritise incidents based on impact and urgency will give you a significant edge during the interview.
✨Tip Number 2
Brush up on your communication skills, especially over the phone and via email. Since you'll be interacting with customers and stakeholders regularly, demonstrating a clear and professional telephone manner can set you apart from other candidates.
✨Tip Number 3
Gain some hands-on experience with call management systems if you haven't already. Being able to discuss your familiarity with these tools during the interview will show that you're ready to hit the ground running.
✨Tip Number 4
Since this position requires working 12-hour shifts, be prepared to discuss your availability and flexibility. Showing that you understand the demands of the role and are willing to commit to the schedule can make a positive impression.
We think you need these skills to ace DV Cleared Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and technical environments. Emphasise your communication skills, particularly your telephone manner and written English proficiency.
Craft a Strong Cover Letter: Write a cover letter that specifically addresses the key tasks mentioned in the job description. Mention your familiarity with ITIL practices and any relevant certifications, such as the ITIL Foundation Certification.
Showcase Technical Skills: In your application, clearly outline your intermediate knowledge of Microsoft Office Applications, Operating Systems, and Active Directory. If you have experience with Cisco VoIP or Video Conferencing systems, be sure to include that as well.
Highlight Reliability and Punctuality: Since the role requires working 12-hour shifts on a 24/7/365 rota, emphasise your punctuality and reliability in your application. Provide examples from previous roles where you demonstrated these qualities.
How to prepare for a job interview at Onyx-Conseil
✨Showcase Your Customer Service Skills
Since the role requires excellent customer service, be prepared to share specific examples of how you've handled customer enquiries or complaints in the past. Highlight your ability to communicate effectively and resolve issues promptly.
✨Demonstrate Technical Knowledge
Brush up on your knowledge of Microsoft Office Applications, Operating Systems, and Active Directory. Be ready to discuss any relevant experience you have with call management systems and ITIL frameworks, as these will be crucial for the role.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to prioritise tasks based on impact and urgency. Practise articulating your thought process when faced with complex issues, as this will demonstrate your analytical abilities.
✨Emphasise Reliability and Punctuality
Given the 12-hour shifts and the need for reliability, make sure to convey your commitment to punctuality and dependability. Share any experiences that highlight your ability to work under pressure and maintain high standards consistently.
