At a Glance
- Tasks: Provide top-notch IT support and enhance user experience across various channels.
- Company: Join TPR, a purpose-driven organisation making a real impact on millions.
- Benefits: Enjoy 25 days leave, flexible working, and a Civil Service Pension.
- Other info: Inclusive culture with growth opportunities and vibrant workplace in Brighton.
- Why this job: Be the first point of contact for IT users and help improve services.
- Qualifications: Basic IT skills and strong communication; ITIL v4 is a plus.
The predicted salary is between 35000 - 40000 £ per year.
The Service Desk Analyst role serves as the initial point of contact for IT users, providing accurate, efficient, and professional support across multiple channels, including walk-up, telephone, and ticketing systems. The role is critical in ensuring high levels of responsiveness, customer satisfaction, and service quality. Analysts contribute to the improvement of IT services through knowledge sharing and shift-left initiatives. Responsibilities also include managing user onboarding and offboarding processes to ensure seamless transitions. Analysts are expected to consistently embody and promote TPR values in all aspects of their work. This is a full-time, on-site role based in our Brighton office. The successful candidate must be available to work from the office during standard business hours.
Essential Criteria
- Technical Skills: Basic knowledge of Microsoft Windows, Office 365, Teams, and standard business applications.
- Soft Skills: Strong communication, organisational skills, and a proactive, adaptable approach.
Desirable Criteria
- ITIL v4 Foundation qualification.
- Experience with ITSM tools (e.g., ServiceNow).
- Familiarity with shift-left principles and self-service enablement.
- Hands-on support experience with AV, meeting room, and end-user device technologies.
- Contribution to knowledge base content.
- Interest in continuous learning and skill development.
TPR Offers
- Genuine opportunities for learning and development.
- A values-led, inclusive environment.
- Hybrid working and flexible shift patterns.
- A vibrant workplace with employee networks (Disability, Family, LGBT+, Minority Ethnic, Mental Health, Women’s).
Reward And Benefits
- 25 days annual leave plus bank holidays.
- Hybrid working model.
- 35 hour working week (full-time), flexible working patterns, and flexitime.
- Competitive parental leave.
- Civil Service Pension with an average employer contribution of 28.97%.
- Dedicated benefits portal (Edenred) offering retail, gym, tech and restaurant discounts, and a cycle to work scheme.
Our culture
TPR strives to be a high-performing organisation, prioritising our people’s growth and well-being. We offer various learning, secondment and development opportunities, support flexible working, and foster a diverse and inclusive environment. Equality, diversity and inclusion is very important to us and we strive to make sure everyone has an equal opportunity to succeed.
About The Pensions Regulator
With a career at TPR, you’ll be joining an organisation with real purpose and who are proud of their diverse range of skills and experience that positively impact on millions of people. Everyone at TPR plays an important role in helping to keep more than £2trn of savings safe.
Diversity and inclusion
TPR is committed to promoting diversity, inclusion and equality in the workplace, creating an environment where everyone is encouraged to be themselves, enabling our people to feel supported, represented and do their best work. We encourage applicants from all backgrounds and with different identities and experiences to apply for roles with TPR.
Further information
Please visit our website to find out what it is like to work at TPR, our culture, interview process and our commitment to our employees. If you have any queries about this role, or if you have a disability and wish to request a reasonable adjustment at any stage of the recruitment process, please email recruitmentteam@tpr.gov.uk. Please note that TPR is unable to offer visa sponsorship. All applicants must already hold Right to Work in the UK for the duration of their employment.
Service Desk Analyst in Brighton employer: The Pensions Regulator
As a Policy Delivery Lead at TPR, you will join a vibrant and inclusive workplace in Brighton, where collaboration and personal growth are at the forefront of our culture. We offer genuine opportunities for learning and development, alongside a competitive benefits package that includes flexible working arrangements and a strong commitment to diversity and inclusion. With a focus on making a positive impact for savers, this role provides a unique chance to influence policy in a supportive environment that values your contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst in Brighton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at The Pensions Regulator. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like The Pensions Regulator before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Analyst in Brighton
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to The Pensions Regulator:Your cover letter is your chance to shine! Tell us why you want to work at The Pensions Regulator specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at The Pensions Regulator!
How to prepare for a job interview at The Pensions Regulator
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
