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For Companies At a Glance
- Tasks: Provide top-notch IT support and resolve technical issues for users across multiple locations.
- Company: Join a dynamic team in a regulated financial environment focused on excellence in IT service delivery.
- Benefits: Enjoy a collaborative work culture with opportunities for professional growth and development.
- Why this job: Be part of a crucial role that impacts business efficiency and user satisfaction in a tech-driven environment.
- Qualifications: Experience in IT support, strong communication skills, and a proactive problem-solving attitude are essential.
- Other info: Exposure to the motor finance industry is a plus, enhancing your expertise in a niche market.
The predicted salary is between 36000 - 60000 £ per year.
Job Description
Role Purpose:
The Service Desk Analyst provides first-line technical support across the organisation, ensuring incidents and service requests are effectively managed, escalated, and resolved. The role involves close collaboration with colleagues, third-party providers, and end users to deliver excellent customer service, maintain IT operations, and support continuous improvement across IT services.
Key Responsibilities:
- Log, categorise, and resolve incidents and service requests, ensuring clear communication with users.
- Escalate issues appropriately and manage major incidents in line with agreed processes.
- Provide outstanding customer service, maintaining accurate records and regular updates.
- Support problem, change, and project management activities, representing the Service Desk where required.
- Manage and document IT assets, processes, and knowledge bases.
- Contribute to vulnerability management, regulatory compliance, and audit requirements.
- Assist in the development of Microsoft Power Apps and other productivity tools.
- Work to agreed shift patterns, including occasional weekend and on-call duties.
Key Skills & Experience:
- 5+ years’ experience in Service Desk or technical support roles.
- Strong knowledge of Microsoft Windows 11, Office 365, Active Directory, and SCCM.
- Familiarity with ITIL framework and ITSM systems (e.g., Freshservice, ServiceNow).
- Proven troubleshooting, documentation, and customer service skills.
- Ability to manage competing priorities and work effectively under pressure.
- Excellent written and verbal communication skills, with the ability to explain technical issues to non-technical audiences.
Desirable Skills:
- Experience in financial services or multi-site support environments.
- Exposure to vulnerability management tools (e.g., Qualys) and remote access administration.
- Experience with Microsoft Power Apps and automation of Service Desk processes.
- ITIL 4 Foundation and/or Service Desk Analyst certification.
Shift pattern covering the following support hours 07:00-18:00 Monday-Friday. You will also work a Saturday shift approximately 1 in every 4 weeks covering the hours 09:00-17:00; provide cover during Bank Holidays throughout the year and be on call 1 in every 4 Sundays from the hours of 06:00-18:00.
Service Desk Analyst employer: Required IT
Contact Detail:
Required IT Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Windows 11, Microsoft Office 365, and Intune. Being able to discuss your hands-on experience with these tools during an interview will demonstrate your readiness for the role.
✨Tip Number 2
Highlight any previous experience you have in providing IT support across multiple locations. Be prepared to share examples of how you effectively resolved issues remotely, as this is crucial for the Service Desk Analyst position.
✨Tip Number 3
Showcase your problem-solving skills by preparing a few scenarios where you successfully tackled technical challenges. This will help you illustrate your proactive approach and ability to work independently or within a team.
✨Tip Number 4
Research the motor finance industry and understand its unique challenges. If you have any relevant experience, be sure to mention it, as this could set you apart from other candidates and show your commitment to the sector.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, particularly with the systems mentioned in the job description, such as Windows 11, Microsoft Office 365, and ITSM tools like Freshservice.
Craft a Strong Cover Letter: In your cover letter, emphasise your previous experience supporting end users and your problem-solving skills. Mention any exposure to the motor finance industry, as this is considered a strong advantage.
Showcase Communication Skills: Since excellent communication skills are crucial for this role, provide examples in your application of how you've effectively communicated technical information to non-technical users.
Highlight Compliance Awareness: Given the focus on compliance and data security in a financial environment, include any relevant experience or training you have in these areas to demonstrate your understanding of the importance of these aspects in IT support.
How to prepare for a job interview at Required IT
✨Know Your Technical Stuff
Make sure you're well-versed in the systems and tools mentioned in the job description, like Windows 11, Microsoft Office 365, and Intune. Brush up on your knowledge of ITSM tools like Freshservice, as you'll likely be asked specific questions about them.
✨Showcase Your Problem-Solving Skills
Prepare to discuss examples of how you've tackled technical issues in the past. Highlight your proactive approach to problem-solving, especially in high-pressure environments, as this is crucial for a Service Desk Analyst role.
✨Emphasise Communication
Since you'll be working with users across various locations, strong communication skills are essential. Be ready to demonstrate how you effectively communicate technical information to non-technical users and collaborate with team members.
✨Understand Compliance and Security
Given the regulated financial environment, it's important to show your understanding of compliance and data security. Familiarise yourself with relevant regulations and be prepared to discuss how you ensure adherence to these standards in your support role.
