At a Glance
- Tasks: Support users with IT issues via phone, email, and remote sessions.
- Company: Join a thriving IT services company in Worthing, Sussex.
- Benefits: Competitive salary of £26-29K plus benefits and a supportive work environment.
- Other info: Opportunity for growth in an ITIL framework and a chance to learn from experts.
- Why this job: Gain hands-on experience in IT support while working in a collaborative team culture.
- Qualifications: Experience in 1st line IT support and strong communication skills required.
The predicted salary is between 26000 - 29000 £ per year.
Job Title: IT Service Desk Analyst
Location: Onsite at Worthing, Sussex
Salary: £25,500 + Benefits
Start date: ASAP
Standard hours: Mon-Fri 37.5 hrs per week, 10am-6pm
Company
We are assisting a successful IT services 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. Our client promotes a culture of learning and development, so applicants with little commercial experience who seek IT entry / junior roles, are welcome to apply.
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 SLA's, 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 in Worthing employer: Solutions Through Knowledge
Join a dynamic IT services company in Worthing, Sussex, where we prioritise employee growth and development within a supportive work culture. As an IT Service Desk Analyst, you'll benefit from competitive salary packages, comprehensive training, and the opportunity to work with cutting-edge technology while providing exceptional customer service. Our commitment to a collaborative environment ensures that every team member is valued and empowered to contribute to our success.
Contact Details:
Solutions Through Knowledge Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Desk Analyst in Worthing
✨Tip Number 1
Familiarise yourself with ITIL best practices, as this role requires working within an ITIL framework. Understanding the principles of IT 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 desktop hardware and software issues. Being able to quickly identify and resolve common problems will set you apart during practical assessments or discussions with the hiring team.
✨Tip Number 3
Showcase your customer service experience by preparing examples of how you've effectively communicated with users in previous roles. Highlighting your ability to empathise and provide support will resonate well with the interviewers.
✨Tip Number 4
Demonstrate your proactive approach by discussing any initiatives you've taken in past roles to improve service delivery or user satisfaction. This will illustrate your commitment to continual improvement, which is a key aspect of the role.
We think you need these skills to ace IT Service Desk Analyst in Worthing
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 customer service and resolved technical issues, particularly within an ITIL framework.
Craft a Strong 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 in an IT support role.
How to prepare for a job interview at Solutions Through Knowledge
✨Showcase Your Technical Skills
Be prepared to discuss your experience with 1st and 2nd line support, particularly in relation to hardware and software issues. Highlight specific examples where you've successfully resolved technical problems, as this will demonstrate your capability to handle the responsibilities of the role.
✨Emphasise Customer Service Experience
Since the role requires excellent customer service skills, share instances where you've provided outstanding support. Discuss how you handled difficult situations with empathy and patience, as this will show that you can maintain a positive attitude while assisting users.
✨Familiarise Yourself with ITIL Practices
Understanding the ITIL framework is crucial for this position. Brush up on ITIL principles and be ready to explain how you've applied them in previous roles. This will demonstrate your commitment to quality standards and continual service improvement.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Practice articulating your thought process when troubleshooting issues, as this will help interviewers gauge your analytical skills and ability to work under pressure.
