Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Provide 2nd Line Support, resolving incidents and managing service requests for users.
- Company: Join a large local government organisation dedicated to serving the community.
- Benefits: Enjoy a permanent role with potential for remote work and flexible hours.
- Why this job: Be part of a team that values problem-solving and customer satisfaction in tech support.
- Qualifications: Experience in IT support and familiarity with Service Management software is essential.
- Other info: Opportunity for onsite support 2-3 days a week, enhancing teamwork and collaboration.
The predicted salary is between 36000 - 60000 £ per year.
Our client is a large local government organisation seeking an experienced 2nd Line Support professional to join their team on a permanent basis.
Responsibilities include:
- Taking responsibility for, documenting, resolving, or escalating incidents and service requests received from ICS service users via email, web form, or telephone.
- Performing effective incident resolution related to the authority\’s software and hardware, including computers, laptops, telephones, mobile devices, and peripherals at local and remote locations. Conducting technical problem management and root cause analysis.
- Configuring and implementing new computer systems as part of desktop refresh projects or new requirements, including systems in offsite or remote environments, such as broadband installations across the borough.
- Owning incoming incidents and service requests, including those involving third-party input, prioritising, managing, and monitoring progress from inception to resolution, and keeping customers informed.
- Resolving incidents and service requests within SLA timescales, working with the Service Desk Manager on breached calls, and logging, reporting, and escalating IT Data and Cyber Security issues.
- Working on a rotational basis for technical frontline telephone support, onsite jobs, and remote support within operational hours.
- Contributing to accurate recording of ICS asset data, completing documentation, and managing the ICS storeroom.
- Utilising Service Management software to record incidents, problems, service requests, maintain asset information, and submit knowledgebase documentation.
- Monitoring system performance and managing automated and operational requests, including booking and dispatching outputs.
Preferred: 2-3 days onsite support.
#J-18808-Ljbffr
Senior Service Desk Analyst employer: Positive Employment
Contact Detail:
Positive Employment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Service Desk Analyst
✨Tip Number 1
Familiarise yourself with the specific software and hardware used by local government organisations. Understanding their systems will give you an edge during interviews and show that you're proactive.
✨Tip Number 2
Highlight your experience with incident resolution and service requests in your conversations. Be ready to share specific examples of how you've successfully managed similar situations in the past.
✨Tip Number 3
Network with current or former employees of the organisation. They can provide insights into the company culture and expectations, which can be invaluable during your application process.
✨Tip Number 4
Prepare for potential technical assessments by brushing up on your problem-solving skills. Being able to demonstrate your analytical thinking during the interview can set you apart from other candidates.
We think you need these skills to ace Senior Service Desk Analyst
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the responsibilities and requirements of the Senior Service Desk Analyst position. Tailor your application to highlight relevant experience in 2nd Line Support and incident management.
Highlight Relevant Experience: In your CV and cover letter, emphasise your previous roles that involved resolving incidents, managing service requests, and working with IT systems. Use specific examples to demonstrate your problem-solving skills and technical expertise.
Showcase Technical Skills: Make sure to mention any relevant technical skills, such as familiarity with Service Management software, experience with hardware and software troubleshooting, and knowledge of IT Data and Cyber Security issues. This will help you stand out as a qualified candidate.
Craft a Strong Cover Letter: Write a compelling cover letter that not only summarises your qualifications but also expresses your enthusiasm for the role and the organisation. Mention why you are interested in this position and how you can contribute to their team.
How to prepare for a job interview at Positive Employment
✨Showcase Your Technical Skills
Be prepared to discuss your experience with 2nd Line Support, particularly in resolving incidents related to software and hardware. Highlight specific examples where you've successfully managed technical issues, as this will demonstrate your capability to handle the responsibilities outlined in the job description.
✨Understand Incident Management
Familiarise yourself with incident management processes and tools, especially those related to Service Management software. Be ready to explain how you prioritise and manage incidents from inception to resolution, as this is a key part of the role.
✨Demonstrate Problem-Solving Skills
Prepare to discuss your approach to technical problem management and root cause analysis. Share examples of how you've identified and resolved recurring issues, as this will show your analytical skills and ability to improve service delivery.
✨Communicate Effectively
Since keeping customers informed is crucial, practice articulating your thought process clearly. Be ready to explain how you would communicate with users about their incidents and service requests, ensuring they feel supported throughout the process.
