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- Tasks: Lead the IT Service Desk team, manage complex incidents, and enhance service delivery.
- Company: Join Unite Students, a market leader focused on empowering students through technology.
- Benefits: Enjoy professional growth opportunities, training resources, and a supportive work environment.
- Why this job: Be part of a fast-growing company that values innovation and excellent customer service.
- Qualifications: Experience in IT support, strong troubleshooting skills, and a passion for mentoring others.
- Other info: This role is perfect for tech-savvy individuals looking to make an impact.
The predicted salary is between 36000 - 60000 £ per year.
The Role At Unite Students, we create a Home for Success by leveraging technology to empower students to thrive in their university journey. As a Senior IT Service Desk Analyst, you will serve as a key technical expert within the IT Service Desk team, handling escalated issues and driving quality service delivery. Your role will involve managing complex incidents, providing guidance to the team, and supporting ongoing improvements to enhance service efficiency and customer satisfaction. You will work closely with other IT teams to ensure effective incident, problem, and service management, aligning with ITIL best practices. This position is central to delivering excellent customer service, optimising support processes, and helping to develop junior team members skills in troubleshooting and IT service operations. The IT Service Desk is the central point of contact for all IT incidents and service requests within Unite Students. As such, the role demands a focus on delivering excellent customer service while effectively troubleshooting technical issues, improving processes, and mentoring junior team members. You will be joining a fast-growing, technology-focused company that is a market leader in its field. The role offers not only a chance to work in an innovative environment but also substantial opportunities for professional growth. We emphasise training and development, providing various resources to help you enhanc…
Senior IT Service Desk Analyst employer: Unite Students
Contact Detail:
Unite Students Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior IT Service Desk Analyst
✨Tip Number 1
Familiarize yourself with ITIL best practices, as this role emphasizes effective incident, problem, and service management. Understanding these frameworks will not only help you in the interview but also demonstrate your commitment to quality service delivery.
✨Tip Number 2
Showcase your experience in managing complex incidents and mentoring junior team members. Be prepared to discuss specific examples where you've successfully resolved issues or improved processes, as this will highlight your leadership skills.
✨Tip Number 3
Research Unite Students and their approach to technology in enhancing student experiences. Being knowledgeable about the company’s mission and values will allow you to align your answers with their goals during the interview.
✨Tip Number 4
Prepare to discuss how you would optimize support processes and enhance customer satisfaction. Think of innovative ideas or past experiences that demonstrate your ability to improve service efficiency, as this is a key aspect of the role.
We think you need these skills to ace Senior IT Service Desk Analyst
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Senior IT Service Desk Analyst position. Understand the key responsibilities, required skills, and how your experience aligns with the role.
Highlight Relevant Experience: In your CV and cover letter, emphasize your experience in IT service management, particularly in handling escalated issues and mentoring junior team members. Use specific examples to demonstrate your problem-solving skills and customer service excellence.
Showcase ITIL Knowledge: Since the role involves aligning with ITIL best practices, make sure to mention any relevant certifications or experiences you have with ITIL frameworks. This will show that you are well-versed in industry standards.
Tailor Your Application: Customize your application materials to reflect the values and mission of Unite Students. Highlight your passion for leveraging technology to empower students and your commitment to delivering excellent customer service.
How to prepare for a job interview at Unite Students
✨Showcase Your Technical Expertise
As a Senior IT Service Desk Analyst, it's crucial to demonstrate your technical knowledge during the interview. Be prepared to discuss specific incidents you've managed, the tools you've used, and how you've applied ITIL best practices in your previous roles.
✨Emphasize Customer Service Skills
Since this role is centered around delivering excellent customer service, share examples of how you've handled difficult situations with customers. Highlight your ability to communicate effectively and resolve issues promptly, ensuring customer satisfaction.
✨Discuss Process Improvement Initiatives
Talk about any initiatives you've led or contributed to that improved service efficiency or support processes. This shows your proactive approach and commitment to continuous improvement, which is essential for the role.
✨Mentorship Experience
Since mentoring junior team members is part of the job, be ready to discuss your experience in training or guiding others. Share specific examples of how you've helped colleagues develop their troubleshooting skills and grow in their roles.
