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- Tasks: Be the go-to person for IT support, solving tech issues and ensuring smooth operations.
- Company: Simplyhealth, a company dedicated to keeping technology running smoothly for its people.
- Benefits: Flexible working with 3 days in the office and 2 from home, plus great training.
- Why this job: Join a dynamic team and make a real difference in enhancing colleague experiences.
- Qualifications: Strong customer service skills and a passion for technology are essential.
- Other info: Exciting opportunity for growth in a supportive environment.
The predicted salary is between 30000 - 42000 £ per year.
As IT Service Desk Analyst, you'll be the first point of contact for IT incidents, problems, and requests, for colleagues across Simplyhealth. You'll be ensuring right-first-time handling, resolutions and an excellent customer experience. You'll work towards meeting agreed SLAs and KPIs and play a key part in keeping our technology running smoothly. This team is at the heart of keeping our people productive, resolving technical issues, setting up and maintaining equipment, and ensuring our technology runs smoothly. No day will be the same and your excellent customer service skills and top rate technical knowledge will ensure a fantastic experience for our customers.
Our IT Service Desk team work a split 3 days in the office and 2 working from home on a rota planned 3 months ahead. After training you would be expected to join this rota and split your time between home and our head office in Andover.
Key responsibilities:- Act as the first point of contact for IT support, handling queries via phone, email, and walkups in a professional and friendly manner.
- Log, prioritise, and resolve incidents and service requests in the service desk ticketing system, ensuring accurate and complete documentation.
- Provide first line (and where appropriate second line) technical support for hardware, software, mobile devices, and business applications (e.g. Windows 11, Office 365, iOS/Android).
- Support the build, configuration, and deployment of laptops and other end-user devices, following agreed processes and security standards.
- Monitor and manage ticket queues to ensure SLAs, KPIs, and response times are met, escalating issues when required.
- Collaborate with colleagues across IT, including second and third line teams, to investigate and resolve more complex technical problems.
- Contribute to continuous improvement by identifying recurring issues, feeding back on processes, and suggesting ways to enhance the colleague experience.
- Follow agreed procedures and controls to maintain system security, user access, and data integrity.
IT Service Desk Analyst - 12 month FTC (Southampton) employer: Simplyhealth
Contact Detail:
Simplyhealth Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Analyst - 12 month FTC (Southampton)
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on Simplyhealth. Understanding their values and how they operate will help you tailor your responses and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your customer service skills! Since you'll be the first point of contact for IT support, think of scenarios where you might need to handle tricky situations. Role-play with a friend or family member to boost your confidence and ensure you can provide that excellent customer experience.
✨Tip Number 3
Show off your technical know-how! Be ready to discuss your experience with hardware, software, and mobile devices. Prepare examples of how you've resolved issues in the past, as this will demonstrate your capability to meet those SLAs and KPIs.
✨Tip Number 4
Don’t forget to ask questions! At the end of your interview, have a few thoughtful questions prepared about the role or the team. This shows your enthusiasm and helps you figure out if Simplyhealth is the right fit for you. And remember, apply through our website for the best chance!
We think you need these skills to ace IT Service Desk Analyst - 12 month FTC (Southampton)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the IT Service Desk Analyst role. Highlight your customer service skills and any technical knowledge you have, especially with tools like Windows 11 and Office 365.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're the perfect fit for this role. Share specific examples of how you've handled IT incidents or provided excellent customer service in the past. Make it personal and engaging!
Showcase Your Problem-Solving Skills: In your application, give us a glimpse of your problem-solving abilities. Describe a time when you resolved a technical issue or improved a process. We love seeing how you think on your feet!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Simplyhealth
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Windows 11, Office 365, and mobile devices. Be ready to discuss how you've handled similar issues in the past and demonstrate your problem-solving skills.
✨Customer Service is Key
Since you'll be the first point of contact for IT support, practice your customer service skills. Think of examples where you've provided excellent service, and be prepared to explain how you would handle difficult situations with colleagues.
✨Familiarise Yourself with SLAs and KPIs
Understand what SLAs and KPIs are relevant to the role. Be ready to discuss how you would ensure these are met and share any experiences where you've successfully managed time-sensitive tasks.
✨Prepare Questions for Them
Show your interest by preparing thoughtful questions about the team dynamics, training processes, and how they measure success. This not only demonstrates your enthusiasm but also helps you gauge if the role is the right fit for you.