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- Tasks: Provide Tier 1 IT support, handling customer queries via various channels.
- Company: Join Pigment, a leading Change & Transformation Consultancy in the public sector.
- Benefits: Earn £255 a day with opportunities for career growth and skill development.
- Why this job: Be part of a dynamic team, tackling complex challenges while making a real impact.
- Qualifications: Must be a Sole UK National with DV Clearance; previous IT support experience is a plus.
- Other info: Work 12-hour shifts on a 24/7 rota, including public holidays.
The predicted salary is between 51000 - 85000 £ per year.
Pigment are a Change & Transformation Consultancy that deliver critical and complex programs across the public sector. We are currently seeking Tier 1 IT Support Consultants to join our team, to help support our client's network of services across the UK.
Our team will work as part of the Customer Service Centre (CSC) on a 24/7 shift rota, answering correspondence via email, telephone and video conference. Our consultants will be required to do the following:
- Communicate effectively with customers and third parties via telephone, email and video conference on a daily basis.
- Log all Incidents, Service Requests, Problems, Changes and Knowledge within an ITSM tool, categorising and prioritising them as appropriate.
- Handle enquiries, complaints and escalations from customers and other stakeholders.
- Able to analyse complex issues and follow established processes and procedures.
- Assign priorities based on ITIL best practice (Impact / Urgency) and determine if a First Line Fix is achievable before escalating to second line support or third parties.
- Communicate with colleagues to assist in identifying errors, troubleshooting and looking to establish lessons learnt.
- Take ownership and responsibility of daily checks/tasks, ensuring they are accounted for and completed to a high standard.
- Provide Service Announcements that are factual and timely as appropriate.
Importantly, all of our consultants must be able to work 12-hour shifts, covering a 24/7/365 rota. Day shifts are 0700 to 1900 hours and night shifts are 1900 hours to 0700 hours. Please note that the 24/7/365 rota will include public holidays, Bank Holidays (Christmas, New Years, Easter, etc).
Due to the sensitivity of our work, our consultants must be Sole UK Nationals and hold DV Clearance, and must be able to undergo NPPV3 Clearance if not already held.
If this is relevant to your skillset, please apply directly and one of the team will be in touch!
Service Desk Analyst (DV-Clear) employer: Pigment Consulting
Contact Detail:
Pigment Consulting Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst (DV-Clear)
✨Tip Number 1
Familiarise yourself with ITIL best practices, as this role heavily relies on categorising and prioritising incidents. Understanding the framework will not only help you in the interview but also demonstrate your commitment to effective service management.
✨Tip Number 2
Brush up on your communication skills, especially for telephone and video interactions. Practising clear and concise communication can set you apart, as you'll need to effectively handle enquiries and complaints from customers.
✨Tip Number 3
Prepare for scenario-based questions that assess your problem-solving abilities. Think of examples where you've successfully troubleshot issues or handled escalations, as these experiences will be crucial in a Service Desk Analyst role.
✨Tip Number 4
Since this position requires working 12-hour shifts, be ready to discuss your availability and flexibility. Showing that you're adaptable and willing to work during public holidays can make a positive impression on the hiring team.
We think you need these skills to ace Service Desk Analyst (DV-Clear)
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements of a Service Desk Analyst. Highlight key skills such as effective communication, incident logging, and ITIL best practices that you possess.
Tailor Your CV: Customise your CV to reflect your experience in IT support and customer service. Emphasise any relevant roles where you've handled incidents, escalated issues, or communicated with customers effectively.
Craft a Strong Cover Letter: Write a cover letter that showcases your understanding of the role and your enthusiasm for working with Pigment. Mention your ability to work 12-hour shifts and your DV Clearance status, as these are crucial for the position.
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 essential for a Service Desk Analyst.
How to prepare for a job interview at Pigment Consulting
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Service Desk Analyst. Familiarise yourself with ITIL best practices, as you'll need to demonstrate your knowledge of incident management and prioritisation during the interview.
✨Showcase Communication Skills
Since the role involves daily communication with customers and stakeholders, practice articulating your thoughts clearly. Prepare examples of how you've effectively handled customer enquiries or complaints in the past.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss how you've approached complex issues in previous roles. Think of specific instances where you successfully troubleshot a problem or escalated an issue appropriately, showcasing your analytical skills.
✨Prepare for Shift Work Discussion
As this position requires 12-hour shifts, be prepared to discuss your availability and willingness to work during these hours, including public holidays. Showing flexibility and commitment will reflect positively on your application.
