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- Tasks: Support users with IT issues via phone, email, and remote sessions.
- Company: Join a growing company focused on excellent IT support and customer service.
- Benefits: Enjoy hybrid working, competitive salary, and various corporate perks.
- Why this job: Be part of a dynamic team, enhance your tech skills, and make a real impact.
- Qualifications: Experience in 1st line IT support and strong communication skills required.
- Other info: Opportunity for growth in an ITIL environment with a focus on continual improvement.
The predicted salary is between 20800 - 23200 £ per year.
Location: Hybrid Working 2 days per week from home, 3 days on site at Worthing, Sussex
Salary: £26-29K, depending on experience + Benefits
Start date: ASAP
Standard hours: Mon-Fri 40 hours per week, between 8am-6pm, 8 hours per day.
Company: We are assisting a growing company who are searching for an 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
Contact Detail:
Solutions Through Knowledge Contracts Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Analyst
✨Tip Number 1
Familiarise yourself with ITIL best practices, as this role requires working within an ITIL framework. Understanding the principles of service management will not only help you in interviews but also demonstrate your commitment to quality service.
✨Tip Number 2
Brush up on your technical skills related to Active Directory and common desktop hardware and software issues. Being able to discuss specific troubleshooting scenarios during your conversations can set you apart from other candidates.
✨Tip Number 3
Showcase your customer service experience by preparing examples of how you've handled difficult situations or provided exceptional support in the past. This will highlight your communication skills and ability to empathise with users.
✨Tip Number 4
Network with current or former employees of the company if possible. Engaging with them can provide insights into the company culture and expectations, which can be invaluable during your discussions with the hiring team.
We think you need these skills to ace IT Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in 1st and 2nd line IT support. Include specific examples of how you've provided excellent customer service and resolved technical issues, particularly within an ITIL framework.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for the role and the company. Mention your experience with Active Directory, troubleshooting, and any ITIL knowledge you have. Be sure to express your commitment to providing excellent customer service.
Highlight Key Skills: In your application, emphasise key skills such as communication, time management, and teamwork. Provide examples of how you've demonstrated these skills in previous roles, especially in a technical support context.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for an IT Service Desk Analyst.
How to prepare for a job interview at Solutions Through Knowledge Contracts Limited
✨Showcase Your Technical Skills
Be prepared to discuss your experience with 1st and 2nd line support, particularly with Active Directory and troubleshooting hardware and software issues. Bring examples of past challenges you've faced and how you resolved them.
✨Demonstrate Customer Service Excellence
Since the role requires excellent customer service, think of specific instances where you provided outstanding support. Highlight your ability to empathise with users and maintain professionalism, even under pressure.
✨Familiarise Yourself with ITIL Practices
Understanding the ITIL framework is crucial for this position. Brush up on ITIL principles and be ready to discuss how you've applied them in previous roles or how you would approach service improvement.
✨Prepare Questions for the Interviewers
Having thoughtful questions ready shows your interest in the role and the company. Ask about their ITSM tools, team dynamics, or how they measure success in the service desk environment.
