At a Glance
- Tasks: Provide first point of contact support for end user technology issues and service requests.
- Company: Join a dynamic team focused on customer satisfaction and IT excellence.
- Benefits: Competitive salary, hands-on experience, and opportunities for professional growth.
- Other info: Onsite, shift-based role with a collaborative team environment.
- Why this job: Make a real difference by solving tech issues and helping users every day.
- Qualifications: Experience in help desk support and strong customer service skills required.
The predicted salary is between 30000 - 60000 £ per year.
Salary: £30,000 - 60,000 per year
Requirements
- Experience in a first line support, help desk, or service desk environment.
- Strong customer service skills with a professional and courteous manner.
- Ability to work onsite in a shift‑based role, including early shifts, late shifts, and weekend shifts.
- Experience handling support queries via phone, email, and chat tools such as ServiceNow.
- Knowledge of ITIL‑aligned service desk processes, including incident, query, and service request management.
- Ability to support end user technologies, including desktops, laptops, Apple Mac devices, and corporate software applications.
- Strong troubleshooting skills for both remote and desk‑side support.
- Ability to prioritise work, manage customer expectations, and assess risk and impact.
- Ability to escalate tickets appropriately when first line resolution is not possible.
- Awareness of information security and change management processes.
- Ability to maintain accurate ticket logging, tracking, and resolution records.
- Good communication skills and the ability to build effective working relationships across teams.
Responsibilities
- Provide first point of contact support for end user technology issues and service requests.
- Record, manage, and resolve telephone, email, and chat queries in line with agreed service levels.
- Troubleshoot incidents remotely or desk‑side and restore services as quickly as possible.
- Support line of business applications, core devices, operating systems, desktops, laptops, Apple Mac devices, and corporate software.
- Log, prioritise, track, and resolve incidents, queries, and service requests within defined service levels.
- Switch flexibly between telephone support and desk‑side assistance as required.
- Agree work priorities with customers and manage expectations based on risk and impact.
- Route tickets to the correct support teams when first line resolution is not possible.
- Communicate escalations clearly and professionally.
- Seek out missing knowledge, document it, and share it with the team.
- Carry out proactive maintenance tasks to help prevent incidents.
- Maintain collaborative relationships with immediate and wider IT teams.
- Follow information security and computer policy controls.
- Adhere to threat response procedures defined by our IT Security team.
- Maintain customer satisfaction through personable and effective support.
- Follow change management processes to protect the production environment.
- Liaise with suppliers, including internal suppliers, to ensure timely fixes and resolutions.
Technologies
- Support
- ITIL
- Security
- ServiceNow
More
We are hiring a Help Desk Analyst on a 3‑month rolling contract inside IR35. This is an onsite, shift‑based role within our End User Technology team, focused on delivering first point of contact and first contact resolution for our customers. We provide a customer‑focused helpdesk and service desk environment aligned to ITIL methodology, supporting end user technology across desktops, laptops, Apple Mac devices, operating systems, and business applications. The role offers the opportunity to work closely with our wider IT teams, maintain strong customer relationships, and contribute to timely issue resolution while following security and change management best practices.
Helpdesk Analyst in London employer: Sivara GmbH
As a Helpdesk Analyst, you will thrive in a dynamic and supportive work environment that prioritises customer satisfaction and professional growth. Our company fosters a collaborative culture where employees are encouraged to develop their skills through ongoing training and mentorship, while also enjoying the flexibility of shift-based work that accommodates various lifestyles. Located in a vibrant area, we offer competitive salaries and a commitment to maintaining a healthy work-life balance, making us an excellent employer for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Analyst in London
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Sivara GmbH.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Sivara GmbH. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Helpdesk Analyst in London
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Sivara GmbH.
How to prepare for a job interview at Sivara GmbH
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Sivara GmbH's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Sivara GmbH offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
