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- Tasks: Provide first-line support, manage tickets, and resolve technical issues for users.
- Company: Join a dynamic UK Technical Services Team focused on innovation.
- Benefits: Flexible working hours, competitive salary, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on customer experience and team spirit.
- Why this job: Make a real difference by helping users and improving processes in tech support.
- Qualifications: Experience in a 1st line IT role and strong communication skills required.
The predicted salary is between 25000 - 32000 £ per year.
Working Hours: Rotation of 8am-4pm, 10pm-6pm and 2pm-10pm.
As First Line Service Desk Analyst, you will be part of our clients UK Technical Services Team and will be responding to a variety of incidents and service requests across Storage, Network, Virtualisation, Backup, DR and Microsoft technologies within contracted SLA’s. This role is heavily focused on SLA’s and ticket management.
We’re looking for someone who is able to build strong rapport with end users and internal colleagues. Good communication skills is a must, as well as proactively keeping clients updated with the status of their ticket!
You will be encouraging end users to follow process with logging tickets, and seeing it through to either resolution, or reassigning/escalating to 2nd line support.
As First Line Analyst, some of your duties will include:
- Act as first-line support, triaging and managing support tickets across hardware, software, and network issues.
- Prioritise, log, and resolve incidents and requests within the ticketing system, escalating where appropriate.
- Provide clear, professional communication and regular updates to users throughout the resolution process.
- Troubleshoot and resolve common technical issues remotely, aiming for first-contact resolution.
- Deliver an excellent customer experience with a friendly, solution-focused approach.
- Contribute to the creation and maintenance of knowledge base articles and self-service resources.
- Identify recurring issues and suggest process improvements to reduce ticket volumes.
What are we looking for?
- Experience in a 1st line IT role, within a Service Desk/ticketing environment is essential.
- Knowledge of computer programs and hardware.
- Excellent interpersonal, oral, and written communication skills.
- Can do attitude and willingness to collaborate, team player mindset.
- Excellent organisational and time management skills.
Service Desk Analyst employer: Tate Recruitment
Contact Detail:
Tate Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Get to know the company culture before your interview. Check out their website and social media to see how they interact with clients and employees. This will help you tailor your responses and show that you're a great fit for their team.
✨Tip Number 2
Practice your communication skills! Since this role is all about keeping users updated and providing clear information, try role-playing common scenarios with a friend. This will help you feel more confident when discussing your approach during the interview.
✨Tip Number 3
Be ready to showcase your problem-solving skills. Think of examples from your past experience where you triaged tickets or resolved issues quickly. We want to hear how you handled challenges and what you learned from them!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
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 in a 1st line IT role and showcases your skills in ticket management. We want to see how you’ve tackled similar challenges before, so don’t hold back!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for the Service Desk Analyst role. Mention your communication skills and how you build rapport with users – we love that!
Showcase Your Problem-Solving Skills: In your application, give examples of how you've resolved technical issues in the past. We’re looking for a can-do attitude, so share those success stories that demonstrate your proactive approach!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts!
How to prepare for a job interview at Tate Recruitment
✨Know Your Tech
Brush up on your knowledge of common hardware, software, and network issues. Be ready to discuss how you've resolved similar problems in the past, as this will show your practical experience and understanding of the role.
✨Communication is Key
Practice clear and professional communication. Think about how you would explain technical issues to someone without a tech background. This will help you demonstrate your ability to build rapport with end users and keep them updated on their tickets.
✨Familiarise Yourself with SLAs
Understand what Service Level Agreements (SLAs) are and why they matter. Be prepared to discuss how you would prioritise and manage tickets within these timeframes, showcasing your organisational skills.
✨Show Your Team Spirit
Be ready to talk about your experiences working in a team. Highlight instances where you've collaborated with colleagues or contributed to process improvements, as this aligns with the company’s focus on teamwork and continuous improvement.