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- Tasks: Provide top-notch IT support and resolve technical issues for users overnight.
- Company: Join a leading tech services company focused on innovation and customer satisfaction.
- Benefits: Enjoy remote work, competitive salary, and a range of attractive perks.
- Why this job: Be part of a dynamic team that values growth, learning, and cutting-edge technology.
- Qualifications: 2+ years in IT support, strong troubleshooting skills, and excellent communication abilities required.
- Other info: Candidates must be based in Northern Ireland and attend initial onboarding on-site.
The predicted salary is between 30000 - 42000 £ per year.
Our client, a leader in innovative technology services, is seeking a highly capable IT Service Desk Analyst to strengthen their support team during overnight operations. This individual will play a key role as the first point of contact for users, providing exceptional service and ensuring technical issues are resolved promptly and professionally.
Shift Hours: Monday to Friday, 9:00 PM - 6:00 AM GMT/BST
Location: Remote (with onboarding completed on-site)
Requirement: Candidates must be based in Northern Ireland
Why Join?
- Work within an energetic, forward-thinking company that values technology innovation and customer satisfaction.
- Get hands-on exposure to some of the latest tools in cloud computing, IT security, and remote support.
- Be part of a supportive culture that prioritises professional growth and continuous learning.
- Benefit from a competitive salary and an attractive range of benefits.
Responsibilities:
- Service Management: Take ownership of service requests, including user onboarding/offboarding, device setup, and access control processes, ensuring requests are handled accurately and promptly.
- Client Interaction: Provide clear and professional communication with users via phone, email, and ticketing systems, ensuring every interaction meets a high standard of service.
- Problem Escalation: Quickly identify issues that require escalation and ensure they are passed to the appropriate technical teams with the necessary detail.
- Resolution Ownership: Maintain responsibility for support cases until full resolution, keeping users updated throughout.
- Efficiency Focus: Meet or exceed SLA expectations for ticket closure rates while maintaining a keen eye for accuracy and detail.
- Automation Support: Identify opportunities for automation and efficiency improvements within the support function.
- Knowledge Sharing: Contribute to internal documentation to ensure the team's knowledge base remains up-to-date and effective.
- Phone & Remote Support: Deliver direct remote support and phone assistance where necessary, ensuring fast and effective incident resolution.
What We're Looking For:
- Customer Service Mindset: A strong passion for supporting users and enhancing their IT experience.
- Technical Expertise: 2+ years' experience in an IT support or service desk environment. Solid troubleshooting skills in Microsoft Windows, macOS, M365/O365, VPNs, mobile device platforms, and Microsoft Entra ID. Familiarity with networking basics such as DNS, DHCP, Group Policies, and Microsoft Intune.
- Tool Proficiency: Previous use of ITSM tools (e.g., ServiceNow) and remote desktop software.
- Strong Communication: Ability to communicate technical information clearly and concisely to a non-technical audience.
- Adaptability: Resilient under pressure with excellent organizational and multitasking skills.
- Team Collaboration: A proactive and cooperative attitude, with a commitment to continuous improvement.
- Flexibility: Willingness to attend the onboarding period in-office and occasionally thereafter as the team evolves.
Service Desk Analyst - Remote (Nightshift) employer: VanRath
Contact Detail:
VanRath Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst - Remote (Nightshift)
✨Tip Number 1
Familiarise yourself with the specific tools mentioned in the job description, such as ITSM tools like ServiceNow and remote desktop software. Having hands-on experience or knowledge about these tools can give you an edge during interviews.
✨Tip Number 2
Brush up on your troubleshooting skills, especially in Microsoft Windows, macOS, and M365/O365. Being able to demonstrate your technical expertise in these areas will show that you're well-prepared for the role.
✨Tip Number 3
Prepare examples of how you've provided exceptional customer service in previous roles. Highlighting your ability to communicate technical information clearly to non-technical users will be crucial in showcasing your fit for this position.
✨Tip Number 4
Since this is a nightshift role, consider discussing your adaptability and resilience under pressure during the interview. Sharing experiences where you've successfully managed multiple tasks or worked in high-pressure environments can demonstrate your suitability for the job.
We think you need these skills to ace Service Desk Analyst - Remote (Nightshift)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support or service desk roles. Emphasise your technical skills, especially with Microsoft Windows, macOS, and ITSM tools like ServiceNow.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your ability to communicate technical information clearly. Mention specific examples of how you've resolved issues in previous roles.
Highlight Relevant Experience: In your application, focus on your 2+ years of experience in IT support. Detail your troubleshooting skills and familiarity with networking basics, as these are key requirements for the role.
Showcase Adaptability and Teamwork: Demonstrate your adaptability and teamwork skills in your application. Provide examples of how you've worked under pressure and contributed to team success in past positions.
How to prepare for a job interview at VanRath
✨Showcase Your Customer Service Skills
As a Service Desk Analyst, your ability to provide exceptional customer service is crucial. Prepare examples from your past experiences where you successfully resolved user issues and enhanced their IT experience. Highlight your passion for helping others.
✨Demonstrate Technical Proficiency
Be ready to discuss your technical expertise in areas like Microsoft Windows, macOS, and M365/O365. Brush up on troubleshooting techniques and be prepared to answer scenario-based questions that test your problem-solving skills.
✨Communicate Clearly and Concisely
Since you'll be interacting with users who may not have a technical background, practice explaining complex concepts in simple terms. During the interview, focus on clear communication to demonstrate your ability to convey technical information effectively.
✨Emphasise Adaptability and Team Collaboration
The role requires resilience under pressure and strong organisational skills. Share examples of how you've adapted to changing situations in previous roles and how you’ve worked collaboratively within a team to achieve common goals.
