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- Tasks: Provide first-line IT support and resolve technical issues for customers.
- Company: Join OS, a leader in location data, committed to sustainability and community impact.
- Benefits: Enjoy competitive salary, performance bonuses, flexible working, and 28 days annual leave.
- Why this job: Be part of a dynamic team that values customer satisfaction and personal growth.
- Qualifications: Previous IT support experience and problem-solving skills are essential; ITIL certification is a plus.
- Other info: Work in a modern HQ with opportunities for remote work after training.
The predicted salary is between 20200 - 22700 £ per year.
This position will be office based at OSHQ in Southampton. Join us and you'll have an opportunity to make an impact and be part of an organisation committed to driving sustainable outcomes. At OS, we use location data and intelligence to help customers build more resilient societies, preserve the environment, foster healthier, happier spaces that people want to live in, and support the delivery of improved public services and critical infrastructure.
As a key member of our Service Desk team, you'll be the first point of contact for IT-related queries, ensuring timely and effective resolution of incidents and service requests. You'll play a vital role in maintaining high levels of customer satisfaction and supporting the smooth operation of our IT services.
- Provide first-line technical support via phone, email, and ticketing system
- Log, track, and resolve incidents and service requests in line with SLAs
- Troubleshoot hardware, software, and network issues
- Escalate complex issues to second-line support when necessary
- Maintain accurate documentation and knowledge base articles
- Support onboarding and offboarding processes for staff
What we're looking for:
- Previous experience in a service desk or IT support role
- Strong problem-solving skills
- Familiarity with Windows OS, Microsoft 365, and basic networking
- Ability to work independently and as part of a team
- Customer service skills
- ITIL Foundation certification (desirable but not essential)
The Rewards:
- Salary: £24,250.00 - £28,292.00
- Performance related bonus up to 10%
- A competitive pension scheme (OS contributes up to 12.07%)
- 28 days annual leave in addition to bank holidays on joining, increasing by one day per year, to a maximum of 5 years
- Enhanced family leave, including up to 12 weeks paid partner (paternity) leave
- Free subscription to OS Maps
- Access to online learning platforms
- Coaching and Mentoring schemes
- Hybrid working
- Free onsite parking at our modern HQ in Southampton
- Eyecare Vouchers
- Cycle to Work scheme
- 1 day a year to volunteer for charities
Location: We have a fantastic HQ in Southampton, Hampshire where you will be required to spend 5 days a week during your initial induction training period. Once you have completed your training this requirement may be reduced with agreement of your line manager.
Security: OS conducts pre-employment checks for anyone made an offer of employment, including identity, right to work, employment history and criminal record checks (via Disclosure & Barring Services (DBS).
Closing date: Wednesday 2nd July at 23:59. Interviews will take place in person at Ordnance Survey Head office, Southampton.
We are happy to consider any reasonable adjustments that people may need during the recruitment process.
If you're enthusiastic about this role but your experience doesn't perfectly match every qualification in the job description, we encourage you to apply anyway.
Service Desk Analyst employer: Ordnance Survey
Contact Detail:
Ordnance Survey Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Familiarise yourself with the specific tools and technologies mentioned in the job description, such as Windows OS and Microsoft 365. Having hands-on experience or even just a solid understanding of these platforms can give you an edge during interviews.
✨Tip Number 2
Brush up on your customer service skills, as this role heavily focuses on maintaining high levels of customer satisfaction. Consider role-playing common IT support scenarios with a friend to practice your communication and problem-solving techniques.
✨Tip Number 3
Research the company culture at OS and be prepared to discuss how your values align with theirs. Showing that you understand their commitment to sustainability and community can make a positive impression during your interview.
✨Tip Number 4
Network with current or former employees of OS if possible. They can provide valuable insights into the interview process and what the team is looking for in a candidate, which can help you tailor your approach.
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 IT support or service desk roles. Emphasise your problem-solving skills and familiarity with Windows OS and Microsoft 365, as these are key requirements for the position.
Craft a Compelling Cover Letter: In your cover letter, express your passion for delivering exceptional IT support. Mention specific examples of how you've resolved technical issues in the past and how you can contribute to maintaining high customer satisfaction.
Highlight Relevant Skills: Clearly outline your customer service skills and any ITIL Foundation certification you may have. Even if it's not essential, mentioning it can set you apart from other candidates.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for a Service Desk Analyst role.
How to prepare for a job interview at Ordnance Survey
✨Know Your Technical Stuff
As a Service Desk Analyst, you'll need to demonstrate your understanding of Windows OS, Microsoft 365, and basic networking. Brush up on these topics and be ready to discuss how you've used them in previous roles.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've tackled technical issues in the past. Be specific about the problems you faced, the steps you took to resolve them, and the outcomes. This will highlight your ability to think critically under pressure.
✨Emphasise Customer Service
Since this role is customer-focused, be ready to talk about your experience in providing excellent service. Share stories that illustrate your communication skills and how you've maintained high levels of customer satisfaction.
✨Ask Insightful Questions
At the end of the interview, have a few questions prepared about the team dynamics, the tools they use, or their approach to IT support. This shows your genuine interest in the role and helps you assess if it's the right fit for you.