At a Glance
- Tasks: Troubleshoot tech issues and manage service requests with a focus on customer satisfaction.
- Company: Join a dynamic team in London, dedicated to improving IT services.
- Benefits: Gain valuable experience, develop your skills, and enjoy a supportive work environment.
- Other info: Opportunity for career growth and continuous improvement in a collaborative setting.
- Why this job: Make a real difference by enhancing service quality and efficiency in a tech-driven role.
- Qualifications: Proactive attitude, excellent communication skills, and a passion for IT.
The predicted salary is between 30000 - 40000 £ per year.
Location: London
Duration: 12 months +
Vetting: SC security clearance, ideally DV
In this role you will be responsible for:
- Troubleshoot technical issues reported to Service Desk using available Knowledge Articles.
- Ensure Service Requests and Incidents are managed in accordance with Service Level Targets.
- Assist with maintenance and contribution of articles to the Service Desk Knowledge Base.
- Assist with the identification of Continual Service Improvement items to help improve the quality of service provided, and the efficiency of processes within the Service Desk.
- Keep customers informed on the progress of their Incidents and Service Requests throughout the full lifecycle.
- Support onboarding of our new programme team.
Essential Skills
- A proactive approach and a focus on continuous improvement of self and service, with an appetite to work with others to simplify processes and improve efficiency.
- Excellent communication and customer service skills.
- The ability to efficiently manage workload and escalate calls when required.
- Broad knowledge and understanding of IT concepts and technologies.
Desirable
- Experience working within a Service Desk or Helpdesk environment.
- ITIL foundation.
- Knowledge of AGILE and DevOps frameworks.
- Enterprise level reporting tools.
For further details please apply including full CV.
Service Desk Analyst employer: Synapri
As a Service Desk Analyst in London, you will join a dynamic team that values proactive problem-solving and continuous improvement. Our inclusive work culture fosters collaboration and innovation, providing ample opportunities for professional growth and development. With a focus on employee well-being and a commitment to delivering exceptional service, we offer a rewarding environment where your contributions truly matter.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend meetups, or join online forums. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to Service Desk roles. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Show off your skills! If you’ve got a portfolio or examples of your work, bring them along to interviews. This is a great way to demonstrate your proactive approach and problem-solving abilities.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are keen to join our team directly.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience relevant to the Service Desk Analyst role. Use keywords from the job description to show we’re on the same page and you understand what we’re looking for.
Show Off Your Communication Skills:Since excellent communication is key for this role, don’t shy away from showcasing your customer service experience. Share examples of how you've kept customers informed and resolved their issues effectively.
Highlight Continuous Improvement:We love a proactive approach! Mention any instances where you’ve contributed to improving processes or services in your previous roles. This shows us you’re all about making things better.
Apply Through Our Website:To make sure your application gets to us directly, apply through our website. It’s the best way to ensure we see your CV and cover letter right away!
How to prepare for a job interview at Synapri
✨Know Your Tech Stuff
Brush up on your IT concepts and technologies. Be ready to discuss how you've tackled technical issues in the past, especially using Knowledge Articles. This will show that you can troubleshoot effectively and contribute to the Service Desk Knowledge Base.
✨Show Off Your Customer Service Skills
Prepare examples of how you've provided excellent customer service. Think about times when you kept customers informed about their incidents or service requests. This will highlight your communication skills and your proactive approach to keeping clients in the loop.
✨Emphasise Continuous Improvement
Be ready to talk about how you've identified areas for improvement in previous roles. Share specific examples of how you've simplified processes or improved efficiency. This aligns perfectly with the role's focus on continual service improvement.
✨Familiarise Yourself with ITIL and Agile
If you have experience with ITIL, Agile, or DevOps frameworks, make sure to mention it. Even if you don't have direct experience, showing that you understand these concepts can set you apart. It demonstrates your commitment to best practices in service management.
