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- Tasks: Manage incidents and service requests while ensuring excellent customer support.
- Company: Join The Thought Exchange, a fast-growing tech services provider focused on personal achievement.
- Benefits: Enjoy hybrid working options and a supportive team environment.
- Why this job: Be part of a dynamic team that values service delivery excellence and personal growth.
- Qualifications: ITIL Foundation Certification preferred; experience in IT support is a plus.
- Other info: Must be eligible for Security Clearance with a minimum of 5 years UK residency.
The predicted salary is between 23200 - 32600 £ per year.
Corsham
12 month fixed term contract – £29,000
An exciting opportunity has arisen for a Service Desk Analyst to join a fast-growing technology services provider. This role is perfect for candidates with a passion for customer service, IT support, and service delivery excellence. You\’ll be part of a supportive, dynamic team handling incident management, change coordination and operational reporting.
Key Responsibilities
- Log and manage incidents and service requests, ensuring full and accurate documentation
- Assess and confirm priority levels, ensuring information is complete and up to standard
- Dispatch tickets to the correct resolver teams and maintain clear ownership until resolution
- Communicate effectively with internal and external stakeholders regarding incident updates, planned maintenance and service interruptions
- Coordinate scheduled and ad-hoc service tasks in line with operational priorities
- Support reporting and change management processes
- Contribute to monthly reviews, performance reports, and service metrics tracking
- Collaborate with various internal functions to deliver contracted and ad-hoc managed services
- Escalate service concerns promptly and maintain consistent productivity
Requirements
- ITIL Foundation Certification is highly desirable
- Some experience in a service desk or IT customer support environment
- An understanding of service desk procedures and ticketing systems
- Enthusiastic and self-motivated with a genuine interest in service delivery
- Strong communicator with professional telephone and written skills
- Excellent problem-solving skills and ability to stay calm under pressure
- Familiarity with change control and operational data centre tasks is an advantage
Monday – Friday (09:00 – 17:30) with hybrid working options after training/probation.
Please note; you must be eligible for Security Clearance (minimum 5 years UK residency).
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Service Desk Analyst employer: The Thought Exchange, LLC Center for Personal Achievement
Contact Detail:
The Thought Exchange, LLC Center for Personal Achievement Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Familiarise yourself with ITIL principles, as having an ITIL Foundation Certification is highly desirable for this role. Understanding these concepts will not only help you in the interview but also demonstrate your commitment to service delivery excellence.
✨Tip Number 2
Brush up on your communication skills, both verbal and written. As a Service Desk Analyst, you'll need to effectively communicate with various stakeholders, so practice articulating technical information clearly and concisely.
✨Tip Number 3
Gain some hands-on experience with ticketing systems and incident management processes. If you can, volunteer or take part in projects that allow you to manage service requests, as this practical knowledge will set you apart from other candidates.
✨Tip Number 4
Showcase your problem-solving abilities during the interview. Prepare examples of how you've handled challenging situations in the past, especially in a customer service or IT support context, to illustrate your capability to stay calm under pressure.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Service Desk Analyst. Familiarise yourself with incident management, change coordination, and operational reporting as these are key aspects of the job.
Tailor Your CV: Highlight your relevant experience in IT support or service desk environments. Emphasise your customer service skills, problem-solving abilities, and any familiarity with ticketing systems to align with the job requirements.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific experiences that demonstrate your ability to handle incidents and communicate effectively with stakeholders.
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 is crucial for this role.
How to prepare for a job interview at The Thought Exchange, LLC Center for Personal Achievement
✨Show Your Customer Service Passion
As a Service Desk Analyst, your enthusiasm for customer service is crucial. Be prepared to share examples of how you've gone above and beyond to assist customers in previous roles. This will demonstrate your commitment to service delivery excellence.
✨Familiarise Yourself with ITIL Principles
Since the role values ITIL Foundation Certification, brush up on ITIL principles and how they apply to service desk operations. Being able to discuss these concepts during your interview will show that you understand the framework and its importance in incident management.
✨Prepare for Problem-Solving Scenarios
Expect to be asked about how you would handle specific incidents or service requests. Think through common scenarios you might face as a Service Desk Analyst and prepare structured responses that highlight your problem-solving skills and ability to stay calm under pressure.
✨Communicate Clearly and Professionally
Effective communication is key in this role. Practice articulating your thoughts clearly and professionally, both verbally and in writing. You may be assessed on your communication skills during the interview, so make sure to convey your ideas confidently.
