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- Tasks: Provide first-level IT support, troubleshoot issues, and maintain computer systems.
- Company: Join Regent College London, a vibrant educational institution focused on student success.
- Benefits: Earn National Minimum Wage while gaining hands-on experience in IT support.
- Why this job: Perfect for tech enthusiasts wanting to make an impact in a collaborative environment.
- Qualifications: Ideal for graduates or undergraduates in Computer Science or related fields.
- Other info: Flexible travel to various London sites may be required.
The predicted salary is between 20000 - 24000 £ per year.
First Line Service Desk Analyst Job Description
Country: United Kingdom
Organization: Regent College London
Job Title: First Line Service Desk Analyst
Reports to: Service Desk Manager
Pay: National Minimum Wage
Job Purpose:
As First Line Service Desk Analyst, you\’ll install and configure computer systems, workstations, diagnose hardware and software faults and solve technical and application problems, you’ll cover one or more areas of expertise. The First Line Service Desk Analyst makes sure that the users will receive the right level of support.
The main objectives of this position are:
Fulfilling and remediating user/management requests and incidents on time and with excellent quality
Respect the Service Level commitments defined with the users.
Principal Accountabilities:
Key Result Area:
IT Support
Provide 1st level of support.
Monitor local infrastructure.
Providing day-to-day support for end users requests related to desktop/software/hardware, telecom and video conferencing.
Perform Local collaboration & knowledge Sharing.
Classifies and prioritizes requests and incidents.
Resolve network connectivity, Projector and MS Teams issues for employees and Students.
Upgrade, repair, and maintain computer networks.
Troubleshoot various network issues.
Support company-wide software.
Monitoring computer networks and systems to identify how performance can be improved.
Monitoring system performance and troubleshooting issues.
Support in upgrading systems with new releases and models.
Perform analysis to understand the user needs.
Conduct tests and identify errors of the programs.
Managing technical documentation
Assist in troubleshooting technology issues.
Help with upgrading network equipment.
Help with upgrading workstations.
Coordinate the completion of Standard Operating Procedures for relevant systems.
Perform root cause analysis of complex system problems and provide corrective action.
Support and work proactively on root cause analysis, problem solving and standard operating procedures creation.
Answer inquiries and provide basic training to users in the proper use of hardware and software.
Handle the communication to end users and other IT departments.
Ensure the Service Level commitments are respected.
Compile monthly reports for the IT Assistant Manager
Help in Implementing the service enhancements that will improve the reliability, usability, security, supportability and performance of the desktop environment.
Participate in regular staff meetings, staff training programs.
Principal interfaces:
Internal: Internal: All IT functions like, End-Users, Applications, Infrastructure, IT Security, business functions, ITSC management. All business functions in the OpCo.
Job Knowledge, Skills & Experience:
Education: Graduate/undergraduate degree in Computer Science, Engineering or related.
Knowledge & Skills:
Ability to conduct research into application development issues and products
Strong analytical skills including troubleshooting and integration of IT services.
Ability to collaborate with IT team to maintain standards and SLA’s.
Ability to critically analyze a symptom, diagnose a fault, plan and take appropriate action
Behavioral and managerial competencies:
Ability to work decisively under heavy workload considering the criticality, urgency and extended work hours required to ensure availability of the service in accordance to service level commitments
High willingness to drive transformation and service improvement
Strong customer / end-user / client service orientation
Keen attention to detail
Capability for problem solving, decision making, sound judgment, assertiveness
Language Requirements:
English
Travel Requirements:
Flexible to travel to all London sites.
First Line Service Desk Analyst employer: Regent College London
Contact Detail:
Regent College London Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land First Line Service Desk Analyst
✨Tip Number 1
Familiarize yourself with common IT support tools and software. Being well-versed in ticketing systems, remote desktop applications, and troubleshooting techniques will give you a significant edge during the interview process.
✨Tip Number 2
Brush up on your communication skills. As a First Line Service Desk Analyst, you'll need to explain technical issues to non-technical users clearly and effectively. Practice explaining complex concepts in simple terms.
✨Tip Number 3
Gain hands-on experience with common hardware and software issues. Set up a home lab or volunteer to help friends and family with their tech problems to build your troubleshooting skills and confidence.
✨Tip Number 4
Research Regent College London and understand their IT infrastructure and user needs. Tailoring your approach and demonstrating knowledge about their specific environment can set you apart from other candidates.
We think you need these skills to ace First Line Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, troubleshooting, and customer service. Use keywords from the job description to demonstrate that you meet the requirements.
Craft a Strong Cover Letter: Write a cover letter that showcases your passion for IT support and your ability to solve technical problems. Mention specific experiences where you successfully resolved issues or improved processes.
Showcase Relevant Skills: In your application, emphasize your analytical skills, ability to work under pressure, and experience with network troubleshooting. Provide examples of how you've used these skills in previous roles.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for this role.
How to prepare for a job interview at Regent College London
✨Show Your Technical Skills
Be prepared to discuss your technical knowledge and experience with computer systems, hardware, and software. Highlight any relevant projects or troubleshooting experiences that demonstrate your ability to diagnose and resolve issues effectively.
✨Understand the Role of a First Line Service Desk Analyst
Familiarize yourself with the key responsibilities of the position, such as providing first-level support and monitoring local infrastructure. Be ready to explain how you would prioritize user requests and ensure service level commitments are met.
✨Demonstrate Customer Service Orientation
Since this role involves direct interaction with end-users, showcase your customer service skills. Share examples of how you've successfully handled user inquiries or resolved conflicts in previous roles.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Practice articulating your thought process when diagnosing issues, prioritizing tasks, and collaborating with team members to find solutions.
