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- Tasks: Provide top-notch customer support and resolve IT issues for clients.
- Company: Join a dynamic IT Client Services team in Liverpool with a hybrid work model.
- Benefits: Enjoy remote work flexibility and competitive pay of £150 per day.
- Why this job: Gain hands-on experience in IT support while collaborating with diverse teams.
- Qualifications: Customer service experience and familiarity with incident management systems are essential.
- Other info: Work on-site once a week and engage in team discussions to enhance your skills.
The predicted salary is between 24000 - 36000 £ per year.
IT Service Desk Analyst Remote/Liverpool (on site once a week) 3 months £150 per day (Inside IR35) An IT Services Analyst is required for our client based in Liverpool. Following the Hybrid working policy, you’ll provide assistance with various client-facing software. Working on the IT Client Services team, you will record and resolve support incidents/service requests when received and escalate issues to appropriate teams, whilst ensuring that the IT Client Services team are operating within defined KPI and SLA targets. Accountabilities: Providing customer centred support. To provide call handling, ticket and incident management, escalation and first line investigation and resolution in line with ITIL standards and agreed KPI measurements. Ensure troubleshooting steps are followed consulting documentation, knowledge base, various support systems and appropriate websites. Ensure regular ticket updates to manage customer expectations. Ensure timely call resolution with agreement from the client. Ensure that all calls logged contain detailed information regarding the issue/request, along with troubleshooting steps taken prior to escalating. Provide first point of contact for any escalation for users throughout the business and external clients. Effective Queue Management and Triage aligned to agreed KPI’s. Multi skilled in other areas of administrative support. Provide effective communication and collaboration through teamwork by sharing knowledge through appropriate documented processes. Build and maintain relationships with key stakeholders and collaborating with all internal and external teams. Contributing and engaging in team meetings and team discussionsExperience required: Essential: Customer Service Experience via phone call and emails Proven Experience of Incident Management Systems (ServiceNow) Considerable experience in a 1st Line level IT support role Excellent communication skills, both written and verbal.Knowledge of, but not limited to: Internal and External Client facing Software O365 application suite Windows 10/11 SharePoint (Client Portals)Desirable Active Directory ITIL foundation
Service Desk Analyst employer: Reed Technology
Contact Detail:
Reed Technology Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Familiarize yourself with ITIL standards and best practices, as this role emphasizes adherence to these guidelines. Understanding how to manage incidents and service requests effectively will give you a significant advantage during the interview.
✨Tip Number 2
Brush up on your knowledge of ServiceNow, as experience with incident management systems is essential for this position. If you have access to a demo or training version, practice navigating the platform to demonstrate your familiarity.
✨Tip Number 3
Prepare examples from your previous customer service roles that showcase your ability to handle calls and emails effectively. Highlight situations where you resolved issues quickly and maintained customer satisfaction, as this will resonate well with the hiring team.
✨Tip Number 4
Since this role involves collaboration with various teams, think about how you can demonstrate your teamwork skills. Be ready to discuss past experiences where you successfully worked with others to achieve common goals or resolve complex issues.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the Service Desk Analyst position. Understand the key responsibilities and required skills, especially around customer service and incident management.
Tailor Your CV: Customize your CV to highlight relevant experience in IT support, particularly any roles involving customer service and incident management systems like ServiceNow. Emphasize your communication skills and any experience with O365 or Windows 10/11.
Craft a Strong Cover Letter: Write a cover letter that showcases your passion for IT support and customer service. Mention specific examples of how you've successfully resolved incidents or managed customer expectations in previous roles.
Highlight Relevant Skills: In your application, make sure to mention your knowledge of ITIL standards and any experience with troubleshooting software issues. This will demonstrate your ability to meet the company's KPI and SLA targets.
How to prepare for a job interview at Reed Technology
✨Showcase Your Customer Service Skills
Since the role emphasizes customer-centered support, be prepared to share specific examples of how you've successfully handled customer inquiries or issues in the past. Highlight your ability to communicate effectively and resolve problems efficiently.
✨Familiarize Yourself with ITIL Standards
Understanding ITIL standards is crucial for this position. Brush up on the key principles and how they apply to incident management. Be ready to discuss how you have implemented these standards in previous roles.
✨Demonstrate Your Technical Knowledge
Make sure you are well-versed in the technologies mentioned in the job description, such as O365, Windows 10/11, and SharePoint. Prepare to answer technical questions or even troubleshoot a hypothetical issue during the interview.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to manage incidents. Practice articulating your thought process when faced with a challenging support request, focusing on how you would prioritize and escalate issues.
