At a Glance
- Tasks: Provide IT support to over 500 colleagues, managing incidents and ensuring customer satisfaction.
- Company: Join UK Export Finance, a dynamic government department supporting British businesses globally.
- Benefits: Competitive salary, generous pension, flexible working, and tailored learning opportunities.
- Other info: Enjoy a collaborative and inclusive work culture with excellent career growth.
- Why this job: Make a real impact on the UK's global trade while developing your IT skills.
- Qualifications: Experience in service desk operations and strong communication skills required.
The predicted salary is between 31500 - 38500 £ per year.
UK Export Finance (UKEF) is hiring an IT Service Desk Analyst to join its Digital, Data and Technology Division in Westminster, London. This is a permanent, full-time role offering a competitive salary and a generous Civil Service pension contribution of 28.97%. The position is ideal for IT professionals with strong service desk experience and a passion for delivering excellent customer support.
UKEF is the UK’s export credit agency, supporting British businesses in global markets. The Digital, Data and Technology Division provides critical IT infrastructure, bespoke software development, and enterprise architecture services to over 500 users across the department. The IT Operations team is focused on delivering a first-class employee experience through seamless technology support.
As an IT Service Desk Analyst, you’ll provide daily IT support to over 500 colleagues both onsite and remotely. You’ll manage incidents, maintain devices, and ensure SLAs and customer satisfaction targets are consistently met. The role requires a mix of technical expertise, customer service, and collaborative teamwork.
Key Responsibilities
- Provide IT support for desktops, laptops, tablets, mobile devices, and meeting room equipment
- Manage incidents and service requests, ensuring SLAs are met
- Support Microsoft technologies: Office 365, Azure, Intune, Active Directory
- Maintain accurate asset and inventory records
- Diagnose and resolve hardware/software faults
- Document procedures, configurations, and best practices
- Collaborate with stakeholders, suppliers, and customers to understand business needs
- Be available for out-of-hours support when required
Required Knowledge & Skills
- Familiarity with Microsoft Office 365, Azure, Intune, Windows 10
- Understanding of device deployment and support
- Awareness of ITIL principles, CMDB, and basic networking
- Knowledge of user account issues, NTFS permissions, shared drives, and email filtering
- Strong written and verbal communication skills
- Ability to explain technical issues to non-technical users
- Experience managing incidents and documenting procedures
- Comfortable working independently and as part of a team
Experience
- Proven experience in service desk operations
- Track record of resolving user account and application issues
- Experience in hardware and mobile device deployment
- Familiarity with incident escalation and supplier coordination
Behaviours Assessed
- Working Together
- Communicating and Influencing
Technical Skills Assessed
- Troubleshooting printing issues and restarting relevant services
- Granting access to shared mailboxes in Outlook or Office 365
Compensation & Benefits
- Salary: £41,500–£45,294 per year
- Pension: Civil Service Defined Benefit Pension with £12,022 employer contribution
- Working Pattern: Flexible working, full-time, compressed hours
- Location: City of Westminster, SW1A 2HQ
- Learning & Development tailored to your role
- Inclusive and diverse work culture
Why Join UKEF?
- Be part of a dynamic government department
- Access flexible working arrangements
- Receive structured training and development
- Enjoy a collaborative and inclusive environment
- Make a real impact on the UK’s global trade efforts
IT Service Desk Analyst employer: School Result
Join a prestigious financial institution in London that prioritises your professional growth through a structured career development programme and flexible working arrangements. With a competitive salary and a comprehensive benefits package, you will thrive in a supportive environment that values your contributions and fosters your analytical skills.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Desk Analyst
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at School Result. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like School Result before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace IT Service Desk Analyst
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to School Result:Your cover letter is your chance to shine! Tell us why you want to work at School Result specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at School Result!
How to prepare for a job interview at School Result
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
