At a Glance
- Tasks: Join our IT team to troubleshoot and resolve tech issues for colleagues and clients.
- Company: The Openwork Partnership is a dynamic, growing business focused on personal and professional development.
- Benefits: Enjoy a salary up to £27,200, hybrid work, 27 days holiday, and flexible perks.
- Other info: This entry-level role is perfect for those looking to kickstart their IT career.
- Why this job: Be part of a supportive culture that values individuality and offers growth opportunities.
- Qualifications: Experience in IT support, strong technical skills, and a passion for customer service are essential.
The predicted salary is between 24000 - 30000 £ per year.
Overview
As a Senior IT Service Desk Analyst, your primary purpose is to deliver exceptional IT support by fostering a high-performing team and maintaining outstanding customer service standards. You will play a pivotal role in supporting the IT Service Desk Manager, stepping in when needed to ensure smooth operations, and collaborating with colleagues to drive continual improvement and efficient resolution of technical issues. The role is suited to a proactive individual who thrives on providing top-tier service.
Responsibilities
- You will partner with the other Senior Analyst to guide the team, manage ticket queues, oversee call handling and spend roughly 40% of your time addressing tickets and answering calls during peak periods.
- You will handle technical escalations and coordinate with the broader technology teams to expand team knowledge base.
- You will champion a \'shift left\' strategy to improve first call resolutions.
- Your main goal will be to ensure exceptional IT support by nurturing a high performing team and sustaining excellent customer service.
- You will be instrumental in supporting the service desk manager, taking charge when necessary and fostering continuous improvement in how technical issues are resolved.
Qualifications
- Strong technical foundation with excellent 0365, desktop, VPN issues and application support skills.
- Experience working with Financial Advisors or in a FCA regulated environment preferable.
- Ability to lead, manage and train a busy service desk team.
- ITIL V3 or V4 knowledge desirable.
- CompTIA A+ desirable.
- Experience using Assyst beneficial.
- Good understanding of networks and strong experience supporting cloud technologies.
- Demonstrated expertise in managing call queues and generating detailed reports.
- Proficient at troubleshooting advanced technical desktop and application issues.
- Comprehensive knowledge of Microsoft products.
- Experience with Dynamics is an asset.
- Skilled in Active Directory administration.
- Ability to coach and mentor others.
- Exceptional call queue management and reporting skills.
- Adept at troubleshooting advanced desktop and application issues.
- Experienced mentor and coach.
- Strong analytical and problem‑solving skills.
- Remains calm and effective under pressure, excelling in multitasking.
- Excellent written and verbal communication abilities, with a confident and professional phone manner.
Company Culture
We\'re a dynamic, fast paced and growing business with huge ambition. We invest heavily in our colleagues, continuously striving to give them the platform to develop personally and professionally and reach their full potential. We are proud to be one of the Best 100 Large Companies to work for in 2022. Openwork values and respects individuality and is committed to building an inclusive culture where everyone’s race, religion, disability and gender will never be a barrier. We believe everyone can make a difference and you will bring your best self to work if you are trusted to choose when, where and how you do it.
Employment Details
This is a 6‑month fixed term role with the requirement to be in the Swindon office 4 days a week.
Benefits
- Salary – up to £33,000
- Bonus scheme – on target bonus 7.5%
- Pension scheme – contribute up to 5% of your salary and Openwork will match you and put in an extra 5%
- Critical illness cover
- Income protection – 1x salary
- Death in service – 4x salary
- 27 days holiday + bank holidays, with the opportunity to buy up to an additional 10 days
- A range of other flexible benefits to include private medical insurance, dental insurance and much more.
IT Service Desk Analyst in Swindon employer: The Openwork Partnership
The Openwork Partnership is an exceptional employer, offering a dynamic and inclusive work culture that prioritises personal and professional development. With a strong commitment to employee well-being, we provide a comprehensive benefits package, including generous holiday allowances and flexible working arrangements, all within our vibrant Swindon office. Join us to be part of a supportive team where your contributions are valued, and you can truly make a difference.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Desk Analyst in Swindon
✨Tip Number 1
Familiarise yourself with the technologies mentioned in the job description, such as Microsoft Office 365 and Active Directory. Having hands-on experience or even completing online courses can give you a significant edge during interviews.
✨Tip Number 2
Brush up on your customer service skills, as this role heavily emphasises delivering outstanding service. Practising how to handle difficult situations or complaints can prepare you for potential scenarios during the interview.
✨Tip Number 3
Research the company culture at The Openwork Partnership. Understanding their values and commitment to inclusivity can help you align your answers with what they are looking for, making you a more attractive candidate.
✨Tip Number 4
Prepare to discuss your problem-solving approach. Think of specific examples where you've successfully troubleshot IT issues, as this will demonstrate your analytical skills and ability to work under pressure, which are crucial for this role.
We think you need these skills to ace IT Service Desk Analyst in Swindon
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience and skills that align with the IT Service Desk Analyst role. Focus on your technical support skills, customer service experience, and any familiarity with tools like Microsoft Office 365 or ITIL.
Craft a Compelling Cover Letter:In your cover letter, express your passion for IT support and your commitment to delivering exceptional customer service. Mention specific examples of how you've resolved IT issues in the past and how you can contribute to the Openwork Partnership's goals.
Highlight Relevant Skills:Emphasise your troubleshooting abilities, multi-tasking skills, and experience with desktop and application support. Make sure to mention any experience with financial advisors or FCA regulated environments, as this is preferred for the role.
Proofread Your Application:Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for an IT Service Desk Analyst.
How to prepare for a job interview at The Openwork Partnership
✨Showcase Your Troubleshooting Skills
Be prepared to discuss specific examples of how you've resolved IT issues in the past. Highlight your analytical and problem-solving skills, as these are crucial for an IT Service Desk Analyst.
✨Demonstrate Customer Service Excellence
Since this role requires a strong customer service ethos, think of instances where you went above and beyond to assist a colleague or client. Be ready to explain how you ensure customer satisfaction.
✨Familiarise Yourself with Relevant Technologies
Brush up on your knowledge of Microsoft Office 365, Active Directory, and any other technologies mentioned in the job description. Being able to speak confidently about these tools will show your preparedness.
✨Prepare for Scenario-Based Questions
Expect questions that assess how you would handle multiple incidents or prioritise tasks under pressure. Practise articulating your thought process clearly and calmly, as this reflects your ability to manage stress effectively.
