At a Glance
- Tasks: Provide top-notch IT support and resolve tech issues for employees and guests.
- Company: Join a dynamic team at The Bicester Collection, known for its collaborative culture.
- Benefits: Enjoy competitive pay, flexible hours, and opportunities for professional growth.
- Other info: Flexible working hours with potential for weekend shifts and on-call duties.
- Why this job: Make a real impact by solving complex tech problems and enhancing user experience.
- Qualifications: 2+ years in IT support, ITIL qualified, and strong troubleshooting skills required.
The predicted salary is between 30000 - 40000 £ per year.
As our Senior IT Service Desk Analyst, you will report to the IT Service Desk Manager and provide 1st and 2nd line technical support to employees, guests and brands, assisting them with IT hardware and software problems. You will be the initial point of contact for technology problems, providing a high level of resolution at first contact. You will provide technical support, intervening to manage complex cases, monitor the availability and health of critical business technology services and maintain a high degree of customer service for all support queries, ensuring service management principles are upheld across the Service Desk.
Key responsibilities
- Handle all inquiries to the Service Desk
- Conduct quality assurance checks as required
- Routinely monitor service using the software and hardware tools provided
- Ensure Service Desk adheres to the Service Desk code of conduct, processes and procedures
- Log all incidents & service requests accurately in the IT Service Management Tool
- Undertake diagnosis, categorisation and prioritization of incidents, service requests and ticket escalations, perform first line resolution where possible
- Escalate unresolved incidents to internal resolver or 3rd party supplier teams, and follow up to ensure timely resolution
- Manage major incidents and VIP requests throughout the entire life-cycle, keeping end customers informed of status and progress in line with the service level agreement (SLA)
- Review ticket queues to ensure Service Desk tickets are updated and resolved within the defined SLA, working with team to avoid SLA failures
- Create and maintain knowledge articles and other documentation/procedures and deliver staff training as required
- Coach and mentor other members of the team to consistently deliver a high level of customer service
- Support IT Service Desk Manager with routine tasks, including desk management, business reporting and communication, attending IT Operations meetings
- Perform other tasks as assigned by IT Service Delivery Manager
About You
We are looking for an individual who can display the following experience and skills:
- ITIL V3 qualified to foundation level
- ITIL V3 qualified to intermediate level or a Microsoft Certified IT Professional are advantageous
- Minimum of 2 years’ experience of working in a Service Desk environment in first line support
- Experience in the following:
- Microsoft based operating systems (emphasis on Windows 10 OS and Office 365)
- User & Security Group Active Directory administration
- Outlook 2016 within a network environment
- MAC OS related operating systems and related hardware
- Network, including WAN, LAN, VoIP (CISCO), Video and Audio conferencing
- LogMeIn or similar
- Android and iOS devices
- Some leadership experience would be desirable
- Awareness of Information Security, PCI and Data Protection processes
- Good knowledge of industry best practices and methodologies
- Strong in system administration of critical IT systems and troubleshooting skills
- Excellent international and communication skills with the ability to adapt communication styles of internal customers across levels and countries
- A problem solver who acts swiftly and decisively with creativity
- Strong organisation and prioritization skills
- Able to work as a team and also work independently with minimal supervision
- High levels of personal energy, confident, driven and strong determination to succeed
- Flexible, approachable and customer oriented
- Demonstrate a ‘can do’ positive attitude and a ‘1st time right’ mentality
- Flexible in working hours, 8:00 – 18:30 on weekdays, weekend working and on-call on a rota basis
- Fluent in English and local Village language, any other European language would be beneficial
Key competencies at Your level
The Bicester Collection has developed a competencies framework that supports career path and it’s defined at 3 levels, individual, managerial and leadership level. In this role, at the individual level, the key competencies are:
- Be Action-Oriented - Grab opportunities and challenges with enthusiasm, speed and a sense of urgency
- Be Resilient - Bounce back successfully from difficult situations
- Be Tactful and switched on about relationships - Build trust and bond with diverse groups of people
- Build Trust - Earn trust through authenticity, honesty and integrity
- Foster Collaboration - Build partnerships and work collaboratively with others to achieve results
- Guest-Centricity - Deliver guest-centric solutions in line with The Bicester Collection’s vision and mission
- Handle Complexity - Make sense of multifaceted, contradictory and high-quality information to solve problems
- Manage Ambiguity - Effectively deal with unclear situations
- Show Adaptability and Agility - Demonstrate flexibility in your approach to tackle and solve business challenges
- Show Self-Awareness - Proactively gather feedback to build a true picture of your strengths and areas for improvement
Senior IT Service Desk Analyst in Bicester employer: The Bicester Village Shopping Collection
At The Bicester Collection, we pride ourselves on being an exceptional employer, offering a dynamic work environment in the heart of Bicester. Our commitment to employee growth is evident through our structured competencies framework, which supports career advancement at all levels, while our collaborative culture fosters teamwork and innovation. With flexible working hours and a focus on customer-centric solutions, we ensure that our team members are empowered to thrive both personally and professionally.
Contact Details:
The Bicester Village Shopping Collection Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Senior IT Service Desk Analyst in Bicester
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what The Bicester Village Shopping Collection values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges The Bicester Village Shopping Collection might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
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Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at The Bicester Village Shopping Collection!
✨Direct Apply to The Bicester Village Shopping Collection
Let's not forget to apply directly through the The Bicester Village Shopping Collection website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Senior IT Service Desk Analyst in Bicester
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at The Bicester Village Shopping Collection.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at The Bicester Village Shopping Collection. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at The Bicester Village Shopping Collection
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
