At a Glance
- Tasks: Support users with IT issues via phone, email, and remote sessions.
- Company: Join a successful IT services company with a focus on customer satisfaction.
- Benefits: Earn £28,500 plus benefits while working fully remote.
- Other info: Flexible evening and weekend hours with opportunities for growth.
- Why this job: Make a difference by helping users solve their tech problems.
- Qualifications: Experience in 1st line IT support and strong communication skills required.
The predicted salary is between 28500 - 28500 £ per year.
Location: Fully Remote/Work From Home (WFH) - office based in Sussex
Salary: £28,500 + Benefits
Start date: ASAP
Outside Office Hours: 4pm to 12am Wednesday & Thursday/8pm to 8am Saturday & Sunday (37.5 hrs per week)
Company: We are assisting a successful IT services company who are searching for an OOH (Evening and Weekends) IT Service Desk Analyst/1st and 2nd Line Support Analyst who is comfortable supporting users with technical issues within an ITIL Framework.
Main Duties:
- Liaise with customers via phone, remote sessions, video conferencing and email to assist with 1st and 2nd line IT issues, working in accordance to SLAs, quality standards and ITIL best practices.
- Hardware and software support for laptops and desktops, including onsite laptop repairs.
- Provide remote support on Printer, Wi-Fi and Interactive Audio-Visual equipment.
- Provide 1st line support and triage tickets to 2nd & 3rd line support teams.
- Liaise with 3rd party suppliers as required.
- Complete online and email ticket requests with a high level of diligence.
- Respond to user requests and assist and teach users where appropriate.
- Perform troubleshooting and fault diagnostics.
- Perform basic IT system administration tasks and ensure end user documentation is up to date.
- Provide excellent customer service at all times and offering empathy and patience to the users.
- Take accountability and ownership for all assigned tickets.
- Answer telephone calls in a professional, confident and timely manner, with a strong focus on first time fixes.
Key Skills & Competencies:
- Experience of working in a 1st line IT role.
- Experience of Active Directory users and computers.
- Competent at identifying and fixing desktop hardware & software issues.
- Basic networking and general fault diagnosis.
- Customer service experience and strong communication skills.
- A team player who is self-motivated, enthusiastic, and keen to learn.
- Diligent with good time management skills and the ability to prioritise tasks.
- Proactive approach to work, with a positive and flexible attitude.
Nice to have experience:
- Experience of working in an ITIL environment and contributing to the continual service improvement culture.
- Experience of using an ITSM tool.
IT Service Desk Analyst employer: Solutions Through Knowledge Contracts Limited
Join a dynamic IT services company that values its employees and fosters a supportive work culture, offering flexible remote working options from the comfort of your home. With a strong emphasis on professional development, you will have ample opportunities to enhance your skills in a collaborative environment while providing essential support to users. Enjoy competitive benefits and the chance to make a meaningful impact in a role that prioritises customer service excellence and technical proficiency.
Contact Details:
Solutions Through Knowledge Contracts Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Desk Analyst
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or other platforms. Let them know you're on the lookout for an IT Service Desk Analyst role. You never know who might have a lead or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews! Brush up on your technical skills and be ready to demonstrate your troubleshooting prowess. Practice common interview questions related to customer service and IT support to show you're the perfect fit.
✨Tip Number 3
Show off your personality! When you get the chance to chat with potential employers, let your enthusiasm shine through. They want to see that you're not just skilled but also a great team player who’s eager to learn and grow.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace IT Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the IT Service Desk Analyst role. Highlight your experience with 1st and 2nd line support, and don’t forget to mention any ITIL knowledge you have. We want to see how your skills match what we’re looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for this role. Share specific examples of how you've provided excellent customer service and resolved technical issues in the past. We love a good story!
Show Off Your Communication Skills:As an IT Service Desk Analyst, communication is key. Make sure your application reflects your ability to communicate clearly and professionally. Whether it’s through your CV or cover letter, we want to see that you can engage with users effectively.
Apply Through Our Website:Don’t forget to apply 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 – just follow the prompts and you’ll be all set!
How to prepare for a job interview at Solutions Through Knowledge Contracts Limited
✨Know Your ITIL Basics
Make sure you brush up on your ITIL knowledge before the interview. Understanding the framework will not only help you answer questions confidently but also show that you're serious about the role and its requirements.
✨Showcase Your Customer Service Skills
Since this role involves a lot of customer interaction, be prepared to share examples of how you've provided excellent service in the past. Highlight any situations where you turned a frustrated user into a satisfied one – it’ll demonstrate your empathy and patience.
✨Prepare for Technical Questions
Expect to face some technical questions related to 1st and 2nd line support. Brush up on troubleshooting techniques for common hardware and software issues, and be ready to discuss your experience with Active Directory and basic networking.
✨Demonstrate Your Team Spirit
This company values teamwork, so be ready to talk about how you collaborate with others. Share examples of how you've worked with colleagues or third-party suppliers to resolve issues, showing that you're a team player who can contribute positively to their culture.
