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- Tasks: Lead a team while providing top-notch IT support to 1000 users across the UK.
- Company: Join a dynamic tech-driven organization based in Northampton, focused on innovation and collaboration.
- Benefits: Enjoy a supportive work environment with opportunities for mentorship and professional growth.
- Why this job: Be a key player in IT operations, making a real impact while developing your leadership skills.
- Qualifications: Bring your experience in IT support, especially with Microsoft 365, and a passion for helping others.
- Other info: This role requires on-site presence five days a week, perfect for those who thrive in a collaborative setting.
IT Service Desk Analyst *** 5 days a week on site *** Role Overview As a Senior IT Support Analyst in a team of Field Engineers and Support Analysts, you will be a key player in ensuring the smooth operation of the IT systems. Based at head office in Northampton, you will provide essential support to around 1000 users across multiple sites around the UK. You will provide support on a range of Microsoft based IT systems especially Microsoft 365 along with a range of bespoke applications. You will also act as a team leader and mentor junior colleagues Your day-to-day responsibilities as part of the support team will be to: * Act as a senior member of the team, providing leadership and guidance * Respond to IT-related telephone calls and emails from colleagues, providing timely and effective support. * Log and resolve IT requests within agreed targets. * Administer the Microsoft Estate and other key business systems. * Monitor and manage IT requests, coordinate projects, handle IT procurement requests, and oversee IT security administration. * Oversee the Moves, Additions, Deletions, and Changes (MADC) process, including setting up new users on Microsoft 365. * Monitor internal IT mailboxes and respond to colleague requests and automated alerts using the IT Service Management tool. * Collaborate with third-party technology and support providers across applications, infrastructure, networking, and telephony. * Maintain and update the IT SharePoint page, share best practices, and contribute to our technology knowledge database. * Support field-based IT Engineers with IT needs, scheduling, and colleague communications. * Assist with purchasing IT equipment and managing the procurement process. * Provide general help and advice to users, utilizing remote desktop tools. Your background: * Excellent experience delivering support in a similar technology-driven organisation. * Familiarity with ITIL, with a foundation-level qualification or above preferred. * Experience in IT administration and support of Microsoft-based systems specifically Microsoft 365, along with other key business systems. * Experience in leading and mentoring a small team * Experience with TeamViewer and / or FreshDesk * Strong customer service orientation, with the ability to work effectively in a demanding stakeholder environment, including director-level interactions
Senior Service Desk Analyst employer: Som3
Contact Detail:
Som3 Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Service Desk Analyst
✨Tip Number 1
Make sure to highlight your experience with Microsoft 365 and ITIL in your conversations. These are key areas for the role, and demonstrating your expertise can set you apart from other candidates.
✨Tip Number 2
Showcase your leadership skills by discussing any previous experiences where you mentored or led a team. This will resonate well with the hiring managers looking for someone to guide junior colleagues.
✨Tip Number 3
Familiarize yourself with the specific IT Service Management tools mentioned in the job description, like TeamViewer and FreshDesk. Being able to speak knowledgeably about these tools can demonstrate your readiness for the role.
✨Tip Number 4
Prepare to discuss how you've handled IT requests and projects in a fast-paced environment. Providing examples of your problem-solving skills and customer service orientation will be crucial during your discussions.
We think you need these skills to ace Senior Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in IT support, especially with Microsoft 365 and ITIL. Emphasize any leadership roles or mentoring experiences you've had, as this is crucial for the Senior Service Desk Analyst position.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific examples of how you've successfully managed IT requests and led teams in previous positions. This will show that you understand the responsibilities of the role.
Showcase Relevant Skills: Clearly outline your technical skills related to Microsoft systems, IT administration, and customer service. Highlight your familiarity with tools like TeamViewer and FreshDesk, as well as your ability to handle high-pressure situations.
Proofread Your Application: Before submitting, carefully proofread your application materials. Check for any spelling or grammatical errors, and ensure that all information is accurate and up-to-date. A polished application reflects your attention to detail.
How to prepare for a job interview at Som3
✨Show Your Leadership Skills
As a Senior Service Desk Analyst, you'll be expected to lead and mentor junior colleagues. Be prepared to discuss your previous leadership experiences and how you've successfully guided teams in the past.
✨Demonstrate Technical Proficiency
Make sure to highlight your experience with Microsoft 365 and other key business systems. Be ready to answer technical questions and provide examples of how you've resolved IT issues in a timely manner.
✨Emphasize Customer Service Orientation
This role requires strong customer service skills. Share specific examples of how you've effectively supported users and handled demanding situations, especially when interacting with stakeholders at various levels.
✨Familiarize Yourself with ITIL Practices
Since familiarity with ITIL is preferred, brush up on its principles and be ready to discuss how you've applied them in your previous roles. This will show your understanding of best practices in IT service management.
