At a Glance
- Tasks: Support users with IT issues via phone, email, and remote sessions.
- Company: Join a successful IT services company with a fully remote culture.
- Benefits: Competitive salary of £28,500 plus benefits and flexible working hours.
- Other info: Great opportunity for career growth in a supportive team environment.
- Why this job: Make a difference by helping users solve tech problems from the comfort of home.
- 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)
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. This role is Fully Remote / Work From Home (WFH).
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: STK Recruitment
Join a dynamic IT services company that values its employees and fosters a supportive work culture, offering fully remote opportunities for the IT Service Desk Analyst role. With competitive salaries, comprehensive benefits, and a commitment to employee growth through training and development, this company ensures that you can thrive while providing exceptional support to users. Enjoy the flexibility of working from home while being part of a collaborative team dedicated to delivering high-quality IT solutions.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Desk Analyst in Worthing
✨Tip Number 1
Get your tech skills sharp! Brush up on your knowledge of Active Directory and common desktop issues. The more confident you are in your abilities, the better you'll perform during interviews.
✨Tip Number 2
Practice your customer service skills! Since this role is all about helping users, try role-playing scenarios with friends or family. Show them how you'd handle tricky situations with empathy and patience.
✨Tip Number 3
Network like a pro! Connect with current IT Service Desk Analysts on LinkedIn or join relevant online forums. You never know who might have insider info on job openings or tips for nailing that interview.
✨Tip Number 4
Apply through our website! We make it super easy to submit your application and get noticed. Plus, we love seeing candidates who take the initiative to reach out directly!
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 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 Catchy 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 or resolved technical issues in the past. We love a good story!
Show Off Your Communication Skills:Since you'll be liaising with customers, it's crucial to demonstrate your strong communication skills. Make sure your application is clear, concise, and free of jargon. We appreciate a friendly tone that reflects your personality!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you get all the updates directly from us. Plus, it’s super easy – just a few clicks and you’re done!
How to prepare for a job interview at STK Recruitment
✨Know Your ITIL Basics
Make sure you brush up on your ITIL knowledge before the interview. Understanding the framework and how it applies to service desk operations will show that you're serious about the role and can hit the ground running.
✨Showcase Your Customer Service Skills
Prepare examples of how you've provided excellent customer service in previous roles. Highlight situations where you demonstrated empathy and patience, as these qualities are crucial for this position.
✨Familiarise Yourself with Common Issues
Get to grips with common 1st and 2nd line support issues, especially related to hardware and software. Being able to discuss troubleshooting methods or share past experiences will impress the interviewers.
✨Ask Insightful Questions
Prepare thoughtful questions about the company’s ITIL practices or team dynamics. This shows your genuine interest in the role and helps you assess if the company is the right fit for you.
