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- Tasks: Support internal staff with tech issues via phone and Service Desk portal.
- Company: Join a large, dynamic IT team focused on delivering top-notch service.
- Benefits: Enjoy full-time hours, potential for remote work, and a collaborative environment.
- Why this job: Gain hands-on experience in IT while making a real impact on user satisfaction.
- Qualifications: Previous helpdesk experience and strong customer service skills are essential.
- Other info: Ideal for entry-level candidates looking to kickstart their IT career.
The predicted salary is between 24000 - 36000 £ per year.
IT Service Desk Analyst required by my large client. Due to a major increase in workload, my client is looking for a new Service Desk Analyst to join the team.
You will be:
- Providing support to internal staff via Service Desk portal & telephone.
- Accurate logging of incidents and service requests in the IT Service Management system.
- Diagnosing and resolving technical issues using remote support tools.
- Troubleshooting workstation, laptop, mobile phone, and printer issues.
- Providing clear communication on the status of requests to the requester.
- Ensuring the Service Desk tickets are continually up to date and being actively monitored and progressed through the system.
- Escalating incidents and service requests to management or third-party suppliers to ensure service level agreements (SLAs) are met.
- Escalating issues that may impact service delivery to management.
- Building new laptop and desktop workstations.
- Desk deployments and moves.
- Executing the employee joiner, leaver, and transfers processes.
- Identifying required software updates and coordinating the packaging, testing, and deployment of updates.
- Writing and updating technical and process documentation.
- Undertaking projects as instructed by management.
- Providing other assistance as required by the IT Senior Service Desk Analyst.
Person specification:
- Previous experience working in a similar Service Desk Analyst role, ideally in the professional sector.
- Excellent customer service skills.
- Strong analytical and problem-solving skills.
- Experience in Microsoft Office suite.
Skills/Attributes Required:
- Strong knowledge of Microsoft based operating systems.
- Networking Experience (LAN, WAN, Wi-Fi) desirable.
- Experience troubleshooting Microsoft Office.
- Remote Access tools such as TeamViewer.
- Good understanding of PC hardware and software set-up and configuration.
- Knowledge of HP Printers.
- Warehouse experience or WMS support knowledge (Red Prairie, JDA, Blue Yonder dispatcher) desirable but not essential.
Nice-to-have skills:
- WAN Wi-Fi.
Location: Leeds, England
Employment type: Full-time
Job function: Information Technology
Industries: Technology, Information and Internet
1st/2nd Line Helpdesk Technician employer: TieTalent
Contact Detail:
TieTalent Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st/2nd Line Helpdesk Technician
✨Tip Number 1
Familiarise yourself with the specific tools and software mentioned in the job description, such as remote access tools like TeamViewer and Microsoft Office. Being able to demonstrate your proficiency in these during an interview can set you apart from other candidates.
✨Tip Number 2
Brush up on your troubleshooting skills, especially for common issues related to workstations, laptops, and printers. Prepare to discuss specific examples of how you've resolved technical problems in the past, as this will showcase your analytical abilities.
✨Tip Number 3
Highlight your customer service experience, as excellent communication is key in a helpdesk role. Think of scenarios where you've successfully assisted users and be ready to share these stories during your conversation with us.
✨Tip Number 4
Research our company culture and values to align your responses during the interview. Understanding what we stand for will help you articulate why you're a good fit for our team and how you can contribute to our success.
We think you need these skills to ace 1st/2nd Line Helpdesk Technician
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support roles. Emphasise your customer service skills and any specific technical knowledge related to Microsoft operating systems, remote access tools, and troubleshooting.
Craft a Strong Cover Letter: Write a cover letter that showcases your enthusiasm for the role. Mention your previous experience as a Service Desk Analyst and how your skills align with the job requirements, particularly in diagnosing and resolving technical issues.
Highlight Relevant Skills: In your application, clearly list your technical skills such as knowledge of Microsoft Office, networking experience, and familiarity with PC hardware. This will help demonstrate your capability to handle the responsibilities outlined in the job description.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects attention to detail, which is crucial for a Helpdesk Technician role.
How to prepare for a job interview at TieTalent
✨Showcase Your Customer Service Skills
As a Helpdesk Technician, excellent customer service is key. Be prepared to share examples of how you've successfully assisted users in the past, demonstrating your ability to communicate clearly and effectively.
✨Demonstrate Technical Knowledge
Brush up on your knowledge of Microsoft operating systems and troubleshooting techniques. Be ready to discuss specific tools you’ve used, like remote access software, and any experience with hardware issues, especially with printers.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills. Think of scenarios where you had to diagnose and resolve technical issues under pressure, and be ready to explain your thought process and the steps you took.
✨Familiarise Yourself with the Company
Research the company and its IT environment. Understanding their services and the tools they use can help you tailor your responses and show genuine interest in the role, making you stand out as a candidate.
