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For Companies At a Glance
- Tasks: Provide top-notch IT support and manage service requests for users.
- Company: Join a dynamic IT support team focused on customer satisfaction.
- Benefits: Gain hands-on experience, develop skills, and enjoy a supportive work environment.
- Why this job: Be the go-to person for tech issues and make a real difference in user experiences.
- Qualifications: Experience in IT support, knowledge of Active Directory and Microsoft 365.
- Other info: Fast-paced environment with opportunities for growth and learning.
The predicted salary is between 30000 - 42000 £ per year.
We are seeking a proactive and customer-focused Service Desk Analyst to join our IT support team. The successful candidate will act as the first point of contact for IT-related incidents and service requests, providing high-quality technical support while delivering an excellent customer experience. This role is ideal for an individual with hands-on experience supporting Active Directory, Microsoft 365, and IT service management processes, who thrives in a fast-paced support environment.
Key Responsibilities
- Serve as the first-line point of contact for users via phone, email, and ticketing system
- Log, categorise, prioritise, and manage support tickets in line with SLA requirements
- Provide day-to-day support for Active Directory, including user account management, group policies, and permissions
- Support Microsoft 365 services (Outlook, Teams, OneDrive, SharePoint)
- Troubleshoot and resolve hardware, software, and access-related issues
- Escalate incidents to second-line teams where appropriate, ensuring clear documentation and handover
- Maintain accurate ticket notes and user communication throughout the incident lifecycle
- Deliver consistently high levels of customer service and user satisfaction
Required Skills and Experience
- Proven experience in a Service Desk / IT Support / Helpdesk role
- Strong working knowledge of Active Directory
- Experience supporting Microsoft 365 (M365)
- Solid understanding of ticket logging and ITSM processes
- Excellent verbal and written communication skills
- Strong customer service mindset with the ability to manage user expectations
- Ability to work effectively under pressure and manage multiple priorities
Desirable Skills
- Experience with ITIL-based environments
- Exposure to remote support tools
- Basic networking or security knowledge
Service Desk Analyst in Broadstairs employer: Pearson Whiffin IT & Digital
Contact Detail:
Pearson Whiffin IT & Digital Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst in Broadstairs
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on the company’s values and work environment. This will help you tailor your responses and show that you’re genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of a mirror. Focus on how your experience with Active Directory and Microsoft 365 can benefit the team, and don’t forget to highlight your customer service skills!
✨Tip Number 3
Be ready to showcase your problem-solving skills! During the interview, be prepared to discuss specific examples of how you’ve tackled IT issues in the past. This will demonstrate your hands-on experience and ability to thrive under pressure.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way in leaving a positive impression. It shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Service Desk Analyst in Broadstairs
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience with Active Directory and Microsoft 365. We want to see how your skills match up with what we're looking for, so don’t be shy about showcasing your relevant experience!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Tell us why you’re passionate about IT support and how you can deliver excellent customer service. Keep it friendly and professional – we love a good story!
Show Off Your Communication Skills: Since this role involves a lot of user interaction, make sure your written application reflects your communication skills. Use clear and concise language, and don’t forget to proofread for any typos!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re keen on joining our team!
How to prepare for a job interview at Pearson Whiffin IT & Digital
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Active Directory and Microsoft 365. Be ready to discuss how you've used these tools in past roles, as well as any troubleshooting experiences you've had. This will show that you're not just familiar with the tech, but that you can handle real-world issues.
✨Practice Your Customer Service Skills
Since this role is all about providing excellent customer support, think of examples where you've gone above and beyond for a user. Prepare to share specific stories that highlight your communication skills and ability to manage expectations, especially under pressure.
✨Familiarise Yourself with ITSM Processes
Understanding ticket logging and IT service management processes is crucial. Review common ITSM frameworks like ITIL and be prepared to discuss how you've applied these principles in your previous roles. This will demonstrate your readiness to fit into their existing processes.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the tools they use for remote support, or how they measure user satisfaction. This shows your genuine interest in the role and helps you gauge if it's the right fit for you.
