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- Tasks: Support customers by managing incidents and service requests effectively.
- Company: Join a dynamic team at System C, dedicated to customer satisfaction.
- Benefits: Enjoy a competitive salary, potential for remote work, and professional development opportunities.
- Why this job: Be part of a collaborative culture that values your input and drives positive change.
- Qualifications: Experience in service desk operations and knowledge of ITIL best practices preferred.
- Other info: This is a 12-month fixed-term contract with opportunities for growth.
The predicted salary is between 24000 - 24000 £ per year.
This role is a 12 month fixed-term contract.
Purpose of the Role: The Service Desk Analyst role is integral to the support team, ensuring all incidents and service requests are effectively assessed, triaged and escalated for onward resolution and where possible, apply first-time fixes. Supporting the whole customer base and working across Application and Technical Support, the Service Desk team provides engagement of the incident and service request management practice ensuring resolution to incidents within Service/Operational Level Agreements within the support function. The Service Desk Analyst will be in direct contact with customers on a regular basis and will be responsible for ensuring customers’ issues are triaged, progressed, investigated, updated and managed within SLA. They will form part of the Service Desk team which is accountable for driving up customer satisfaction by fostering a positive collaboration between System C and the customer. They must ensure that customer’s needs are met, they are kept informed via multiple communication channels and that customers can get access to the services they need.
Duties and Responsibilities:
- Manage the support of customer issues using the ITSM tool, phone and email as required.
- Responsible for assessing and triaging service desk tickets according to issue type, in line with SLA and assigning to resolver groups or individuals in line with process in a timely manner.
- Identify the minimum dataset for requirements and manage the collation of information and communication with customers.
- Identify first time fixes where possible to mitigate risks and deliver outputs.
- Contribute to the early identification of required knowledge articles working with higher competency tiers to ensure these are documented and available for future use to drive up first-time fix rate and customer satisfaction.
- Ability to travel to meetings as required which may be in any of the System C offices.
Requirements:
- Demonstrable experience of working within a service desk and incident operation, working within Service/Operational Level Agreements and Availability.
- Understanding of ITIL best practices.
- Preferred ITIL Foundation certification to demonstrate knowledge.
- Experience of working within service industries and engaging with customers.
- Effective and demonstrable communication skills engaging at all levels.
- Ability to work on own or as part of a team to deliver service practices, deliverables and measurements.
Skills Required:
- Excellent relationship management skills.
- Strong written & verbal communication and interpersonal skills.
- Good working knowledge of MS Office applications (i.e. Outlook, Word, Excel, Project, and Visio).
Service Desk Analyst (Fixed-term Contract) employer: System C
Contact Detail:
System C Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst (Fixed-term Contract)
✨Tip Number 1
Familiarise yourself with ITIL best practices, as this role heavily relies on them. Consider brushing up on your knowledge of incident management and service request processes to demonstrate your understanding during any discussions.
✨Tip Number 2
Practice your communication skills, both verbal and written. Since you'll be engaging with customers regularly, being able to convey information clearly and effectively will set you apart from other candidates.
✨Tip Number 3
Showcase your relationship management skills by preparing examples of how you've successfully resolved customer issues in the past. This will highlight your ability to foster positive interactions and drive customer satisfaction.
✨Tip Number 4
Get comfortable with using ITSM tools, as they are essential for managing support tickets. If you have experience with specific tools, be ready to discuss how you've used them to improve efficiency and service delivery.
We think you need these skills to ace Service Desk Analyst (Fixed-term Contract)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in service desk operations and incident management. Emphasise any familiarity with ITIL practices and customer engagement, as these are key for the role.
Craft a Compelling Cover Letter: Write a cover letter that specifically addresses the responsibilities outlined in the job description. Mention your ability to triage issues effectively and your commitment to customer satisfaction, showcasing how you can contribute to the team.
Showcase Communication Skills: Since effective communication is crucial for this role, provide examples in your application of how you've successfully engaged with customers or resolved issues through clear communication. This could be in your CV or cover letter.
Highlight Relevant Certifications: If you have an ITIL Foundation certification or any other relevant qualifications, make sure to include these prominently in your application. This demonstrates your understanding of best practices in service management.
How to prepare for a job interview at System C
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Service Desk Analyst. Familiarise yourself with incident management, triaging tickets, and the importance of SLAs. This will help you answer questions confidently and demonstrate your knowledge.
✨Showcase Communication Skills
Since this role involves regular customer interaction, be prepared to showcase your communication skills. Practice explaining technical concepts in simple terms and think of examples where you've successfully resolved customer issues in the past.
✨Familiarise with ITIL Practices
Having a good grasp of ITIL best practices is crucial for this position. Brush up on key concepts and be ready to discuss how you've applied these principles in previous roles or how you would implement them in this job.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think of specific instances where you've had to triage issues or provide first-time fixes, and be ready to explain your thought process and the outcomes.
