At a Glance
- Tasks: Provide first-line IT support via phone, email, and in person.
- Company: Reputable government department in Westminster with a high-profile environment.
- Benefits: Hybrid working model, onsite training, and potential contract extension.
- Other info: Opportunity for career growth and development in a fast-paced setting.
- Why this job: Join a dynamic team and make a real impact in IT support.
- Qualifications: Experience in IT support, excellent communication skills, and customer service focus.
The predicted salary is between 30000 - 40000 £ per year.
Location: London (Westminster) – 3 days on-site per week
Contract: 3-month initial contract, with potential extension until March 2027
Clearance: SC or eligible
Our Client: A reputable government department is hiring for a Service Desk Analyst to support their busy IT team. This is a fantastic opportunity to contribute to a high‑profile environment, providing essential first‑line support to a demanding stakeholder group of solicitors and support staff.
What you'll be doing:
- Providing first‑line support for all client staff via phone, email, remote tools, and in person.
- Logging, reviewing, and resolving incidents and service requests using ServiceNow.
- Carrying out initial analysis and troubleshooting, escalating issues to desktop support when necessary.
- Maintaining accurate documentation and support knowledge bases to improve efficiency.
- Ensuring excellent customer service and clear communication with technical and non‑technical colleagues.
- Supporting the team in a fast‑paced environment, adapting to changing priorities.
What you'll bring:
- Proven experience in a Service Desk or IT support role, with a strong focus on first and second‑line support.
- Excellent communication skills, capable of engaging with a diverse stakeholder group.
- Familiarity with Citrix Desktop Director and Manage Engine for remote support.
- Ability to record and manage incidents effectively within ITIL frameworks.
- Strong customer service ethos with a "can do" attitude.
- Flexibility to work on a rota basis and support team needs.
- Clearable for SC (Security Check) or already holding SC clearance.
- Willingness to undertake DBS check as part of BPSS process.
Qualifications & Experience:
- At least one year's experience supporting users with IT incidents.
- Experience with ServiceNow or similar call logging systems.
- Knowledge of remote support tools and basic troubleshooting techniques.
- Ability to produce and maintain support documentation.
This role offers onsite training for the first three weeks, after which you'll work in a hybrid environment combining office and home working. If you thrive in a dynamic environment and are committed to delivering outstanding service, we'd love to hear from you.
IT Service Desk Support Analyst. Job in City Of Westminster LilyLifestyle Jobs employer: United Cerebral Palsy of Georgia
Join a reputable government department in the heart of Westminster as an IT Service Desk Support Analyst, where you will play a vital role in delivering exceptional first-line support to a diverse group of solicitors and support staff. With a strong emphasis on employee growth, this position offers comprehensive training and the opportunity to work in a hybrid environment, fostering a collaborative and dynamic work culture that values adaptability and outstanding customer service. Enjoy the unique advantage of contributing to a high-profile environment while being part of a supportive team dedicated to excellence.
Contact Details:
United Cerebral Palsy of Georgia Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Desk Support Analyst. Job in City Of Westminster LilyLifestyle Jobs
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT field, especially those who work in similar roles. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common questions related to IT support. We recommend role-playing with a friend or using online resources to get comfortable with articulating your experience and skills.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Share specific examples of how you've tackled IT issues in the past, especially in high-pressure situations. This will demonstrate your ability to thrive in a fast-paced environment.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace IT Service Desk Support Analyst. Job in City Of Westminster LilyLifestyle Jobs
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience in IT support and customer service. Use keywords from the job description to show that you’re a perfect fit for the Service Desk Analyst role.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Share specific examples of how you've provided first-line support and resolved incidents. Show us your passion for helping others and your 'can do' attitude.
Show Off Your Communication Skills:Since you'll be engaging with a diverse group of stakeholders, make sure your application reflects your excellent communication skills. Use clear and concise language to demonstrate your ability to connect with both technical and non-technical colleagues.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates about the role!
How to prepare for a job interview at United Cerebral Palsy of Georgia
✨Know Your Stuff
Make sure you brush up on your IT support knowledge, especially around first and second-line support. Familiarise yourself with ServiceNow and any remote support tools mentioned in the job description. Being able to discuss your experience confidently will show that you're ready for the role.
✨Customer Service is Key
Since this role involves a lot of interaction with solicitors and support staff, practice how you communicate. Think about examples where you've provided excellent customer service in the past. Be prepared to explain how you handle difficult situations and ensure clear communication with both technical and non-technical colleagues.
✨Show Your Problem-Solving Skills
Prepare to discuss specific incidents where you've successfully troubleshot IT issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you demonstrate your analytical skills and ability to escalate issues when necessary.
✨Be Ready for a Fast-Paced Environment
This role requires adaptability, so think of times when you've had to adjust quickly to changing priorities. Highlight your flexibility and willingness to support team needs, as this will resonate well with the interviewers looking for someone who can thrive in a dynamic setting.
