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For Companies At a Glance
- Tasks: Provide top-notch IT support and resolve user issues in a dynamic environment.
- Company: Join a leading IT services firm with a global reach and innovative solutions.
- Benefits: Enjoy flexible shift patterns, collaborative culture, and opportunities for growth.
- Why this job: Be part of a supportive team while enhancing your tech skills and customer service experience.
- Qualifications: Customer service experience and basic IT knowledge are essential; ITIL certification is a bonus.
- Other info: This is a full-time role based in Leeds with 24x7 service desk operations.
The predicted salary is between 24000 - 36000 £ per year.
Role Description
Service Desk Analyst – Permanent – Leeds based
We are hiring multiple Service Desk Analysts to join our Leeds office, supporting a global service desk for one of our key clients. As a Service Desk Analyst, you’ll be the first point of contact for internal users, providing high-quality IT support and ensuring seamless issue resolution.
Shift Details
- 24×7 Service Desk based in Leeds
- Shift patterns: 8 AM – 5 PM and 2 PM – 11 PM
The Role
- Serve as the first point of contact for IT support, providing excellent customer service
- Log, track, and update incidents and service requests in ServiceNow
- Troubleshoot and resolve common IT issues, including password resets, account lockouts, and software installations
- Escalate complex issues to the relevant teams while keeping users informed
- Collaborate with teammates to improve processes and enhance first-time fix rates
- Maintain security and compliance standards in line with IT policies
What You Will Bring
- Customer service experience (IT or non-IT industry)
- Experience handling IT support calls and troubleshooting technical issues
- Familiarity with Windows 10, Active Directory, and ServiceNow ITSM tool
- Basic understanding of the ITIL Framework (certification is a plus)
- Strong problem-solving skills with great attention to detail
- Excellent communication and teamwork skills
- Ability to work under pressure and meet deadlines
How to Apply
If you\’re looking for an exciting opportunity in a collaborative and fast-paced environment and are comfortable working shift patterns, we’d love to hear from you! Apply now for a chat with our team!
Skills
- Servicedesk
- ServiceNow
- ITSM
Seniority level
- Entry level
Employment type
- Full-time
Job function
- Information Technology
Industries
- IT Services and IT Consulting
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Service Desk Analyst (Associate II - Cloud Infrastructure Services) employer: UST
Contact Detail:
UST Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst (Associate II - Cloud Infrastructure Services)
✨Tip Number 1
Familiarise yourself with the ServiceNow ITSM tool, as it's crucial for logging and tracking incidents. Consider exploring online tutorials or forums to get a better grasp of its functionalities before your interview.
✨Tip Number 2
Brush up on your knowledge of Windows 10 and Active Directory. Being able to confidently discuss common issues and solutions related to these systems will demonstrate your readiness for the role.
✨Tip Number 3
Highlight any previous customer service experience you have, even if it’s not IT-related. Emphasising your ability to communicate effectively and resolve issues will set you apart from other candidates.
✨Tip Number 4
Prepare for situational questions that assess your problem-solving skills. Think of examples where you've successfully resolved issues under pressure, as this is key for a Service Desk Analyst role.
We think you need these skills to ace Service Desk Analyst (Associate II - Cloud Infrastructure Services)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and IT support. Emphasise any familiarity with Windows 10, Active Directory, and ServiceNow, as these are key requirements for the role.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific examples of how you've successfully resolved IT issues or provided excellent customer service in the past.
Highlight Relevant Skills: Clearly outline your problem-solving skills, attention to detail, and ability to work under pressure. These traits are essential for a Service Desk Analyst, so make sure they stand out in your application.
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.
How to prepare for a job interview at UST
✨Showcase Your Customer Service Skills
As a Service Desk Analyst, you'll be the first point of contact for users. Highlight your previous customer service experience, whether in IT or another industry, and share specific examples of how you've successfully resolved issues.
✨Familiarise Yourself with Key Tools
Make sure you have a good understanding of Windows 10, Active Directory, and the ServiceNow ITSM tool. Being able to discuss these tools confidently will demonstrate your readiness for the role.
✨Understand the ITIL Framework
While certification is a plus, having a basic understanding of the ITIL Framework can set you apart. Be prepared to discuss how ITIL principles can improve service delivery and incident management.
✨Prepare for Common Technical Issues
Anticipate questions related to common IT issues like password resets and account lockouts. Practising how you would troubleshoot these problems can help you respond effectively during the interview.
