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- Tasks: Provide first-line IT support, troubleshoot issues, and manage support tickets.
- Company: Join Torus, a dynamic organisation focused on exceptional IT service delivery.
- Benefits: Enjoy flexible shifts, remote work options, and opportunities for out-of-hours support.
- Other info: In-person interviews start from 18th August; pre-employment checks required.
- Why this job: Be the 'Face of IT' and make a real impact in a customer-focused role.
- Qualifications: Excellent customer care skills and basic IT knowledge; prior support experience is a plus.
The predicted salary is between 24000 - 36000 £ per year.
Job Advert
Are you passionate about delivering exceptional IT support and being the go-to person for resolving technical issues? Join Torus
as a Service Desk Analyst and become the ‘Face of IT,’ providing first-line support to our internal teams.
In this dynamic and customer-facing role, you’ll be the first point of contact for technical assistance, handling incidents and
service requests with a proactive, solutions-focused approach. From troubleshooting IT hardware and software issues to maintaining
our IT systems and ensuring customer satisfaction, you’ll play a vital role in keeping our organisation running smoothly.
This role offers a varied rota, with shifts between 0800 – 1600hrs, 0900 – 1700hrs, and 1000 – 1800hrs.
You will also be required to work at one of our other sites (St Helens, Warrington, or Stonebridge) 1 day per week. WFH is also
available 1 day per week.
Additionally, there’s an optional out-of-hours rota for those who want to take their support skills to the next level.
What You’ll Be Doing:
* Deliver high-quality, customer-focused ICT support to staff and managers.
* Serve as the first point of contact for ICT issues via phone, email, and portal; log and triage all support tickets in the ITSM
system.
* Own and manage support tickets through to resolution, providing timely updates to users.
* Troubleshoot hardware, software, and basic network issues; escalate unresolved problems as needed.
* Perform daily system checks and report findings; maintain accurate asset records in the CMDB.
* Support ICT performance reporting, device provisioning, and onboarding for new starters.
* Liaise with external vendors for unresolved issues and ensure adherence to ITIL processes and IT policies.
What We’re Looking For:
* Excellent customer care skills and ability to build good relationships
* Demonstrable patience, focus and empathy when liaising with customers
* Good organisational skills
* Basic IT skills with a knowledge of computing trends
* Experience in providing 1st line support to end users is desirable
Interview Process:
* In-person interviews, consisting of a competency-based interview, will begin no sooner than the week beginning 18th August.
Additional Information:
Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed:
* Right to work verification
* Qualification certificate check
* 2x Completed references
* OH Health Questionnaire – Fit for Work
* DBS check (if required for role)
* Completion of all new starter documentation including signed T&C’s
Please note, we reserve the right to close this advert early if we receive a sufficient number of applications.
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Service Desk Analyst - 1st Line employer: Torus Group
Contact Detail:
Torus Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst - 1st Line
✨Tip Number 1
Familiarise yourself with common IT issues and solutions. Being able to discuss troubleshooting methods or share your experiences with resolving technical problems can really impress during the interview.
✨Tip Number 2
Brush up on your customer service skills. Since this role is all about being the 'Face of IT', demonstrating your ability to communicate effectively and empathetically with users will set you apart from other candidates.
✨Tip Number 3
Research ITIL processes and how they apply to service desk operations. Showing that you understand these frameworks can highlight your commitment to maintaining high standards in IT support.
✨Tip Number 4
Prepare for competency-based questions by thinking of specific examples from your past experiences. This will help you articulate your problem-solving skills and how you've successfully handled customer interactions.
We think you need these skills to ace Service Desk Analyst - 1st Line
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and skills required for the Service Desk Analyst position. Tailor your application to highlight how your experience aligns with these requirements.
Craft a Strong CV: Ensure your CV is up-to-date and clearly outlines your relevant experience in IT support, customer service skills, and any technical knowledge you possess. Use bullet points for clarity and focus on achievements that demonstrate your problem-solving abilities.
Write a Compelling Cover Letter: In your cover letter, express your passion for IT support and your commitment to providing excellent customer service. Mention specific examples of how you've successfully resolved technical issues in the past and how you can contribute to the team at Torus.
Proofread Your Application: Before submitting your application, take the time to 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 a role in IT support.
How to prepare for a job interview at Torus Group
✨Showcase Your Customer Care Skills
As a Service Desk Analyst, you'll be the first point of contact for users. Make sure to highlight your customer care skills during the interview. Share examples of how you've successfully resolved issues and built relationships with customers in the past.
✨Demonstrate Technical Knowledge
Brush up on basic IT skills and current computing trends before the interview. Be prepared to discuss common hardware and software issues you’ve encountered and how you resolved them. This will show your potential employer that you have the technical foundation needed for the role.
✨Prepare for Competency-Based Questions
Since the interview will be competency-based, think about specific situations where you've demonstrated patience, focus, and empathy. Use the STAR method (Situation, Task, Action, Result) to structure your answers effectively.
✨Ask Insightful Questions
At the end of the interview, take the opportunity to ask questions about the team dynamics, the tools they use, or their approach to ITIL processes. This shows your genuine interest in the role and helps you assess if it's the right fit for you.