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- Tasks: Provide customer support and resolve queries for schools and universities.
- Company: Join Capita, a leading UK IT organisation delivering innovative tech solutions.
- Benefits: Enjoy flexible benefits, weekly pay, and well-being support.
- Why this job: Kickstart your IT career in a dynamic environment with growth opportunities.
- Qualifications: Strong communication skills and a passion for IT are essential.
- Other info: No annual leave commitments during peak months of July to September.
Location: Hillview House, Newtownabbey, BT36 7LQ
Salary: £15.50 per hour
Hours: Full Time, 40 hours per week, Monday to Friday
Shifts: Must be available between 8am-5pm
Type: Temporary until Approx October 2025.
We are currently recruiting for a Service Desk Analyst to work on an IT Service Desk in the Newtownabbey area. You will be providing customer support via a service desk providing ticket logging services, technical support and ticket resolution to a range of external customers within the education sector. You will take inbound calls from Schools, Colleges and Universities across Northern Ireland and provide support to aid resolving their queries.
The role will involve:
- Answering and resolving all customer queries and questions
- Logging incidents and service requests from telephone, email and our customer portal and processing them
- Giving excellent customer service to everyone you speak to
- Making sure customers are kept updated on what's happening with their query
- Prioritising and managing your own workload and tasks, while making sure you meet deadlines
- Working in accordance with our company policies, procedures and standards
Training is provided, however if you have experience working within an IT service desk, a passion for IT or a knowledge of computer systems then we want to hear from you. This role desires a confident individual with excellent verbal and written communication to talk customers through troubleshooting, technical fixes and triage queries.
What we're looking for:
- Proven ability to handle and resolve volumes of incoming calls
- Making outbound follow up calls
- Excellent verbal and written communication, and good customer service skills
- Experience of working on the telephone communicating with customers
- A curiosity for IT
- No annual leave commitments in July, August and September.
Benefits:
- Capita is one of the largest IT organizations in the UK, delivering cutting-edge technological and software-related solutions for both Capita's numerous businesses and their clients. As the first point of contact for clients with technical queries, this is the perfect opportunity for someone looking to kickstart their career in the exciting and varied world of technical operations. You'll make your mark on one of the UK's largest IT organisations as it undergoes an exciting period of change.
- Whilst this role doesn’t offer a permanent placement, you can apply for alternative IT related roles within Capita, subject to business opportunities being available.
- Well-being Support through our Employee Assistance Programme
- Flexible Employee benefits to suit your lifestyle, such as discounted shopping
- Employee of the month incentives
- Weekly pay
- Free onsite parking
Please ensure a prompt application for consideration along with an updated CV and all successful applicants will be subject to successful vetting and Access NI checks.
Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.
Service Desk Analyst employer: Virtual Hub
Contact Detail:
Virtual Hub Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Familiarise yourself with common IT issues and solutions, especially those relevant to the education sector. This knowledge will help you answer queries more confidently and effectively during the interview.
✨Tip Number 2
Practice your communication skills by engaging in mock calls or role-playing scenarios. Being able to articulate technical information clearly is crucial for a Service Desk Analyst.
✨Tip Number 3
Research Capita and its services thoroughly. Understanding the company’s mission and values will allow you to align your answers with what they are looking for in a candidate.
✨Tip Number 4
Be prepared to discuss your previous customer service experiences, particularly how you handled difficult situations. Highlighting your problem-solving skills will make you stand out as a candidate.
We think you need these skills to ace Service Desk Analyst
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 relevant experiences that match these requirements.
Craft a Strong CV: Ensure your CV is up-to-date and clearly outlines your experience in customer service and IT support. Emphasise any previous roles where you handled calls or resolved technical issues, as this will be crucial for the role.
Write a Compelling Cover Letter: In your cover letter, express your passion for IT and customer service. Mention specific examples of how you've successfully managed customer queries or technical problems in the past, demonstrating your communication skills and ability to work under pressure.
Proofread Your Application: Before submitting your application, proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail, which is essential for a Service Desk Analyst role.
How to prepare for a job interview at Virtual Hub
✨Show Your Customer Service Skills
As a Service Desk Analyst, you'll be the first point of contact for customers. Make sure to highlight your previous customer service experience and how you've successfully resolved issues in the past. Use specific examples to demonstrate your ability to handle calls and provide excellent support.
✨Demonstrate Your IT Knowledge
While training is provided, having a solid understanding of IT concepts will set you apart. Brush up on common technical issues and solutions, especially those relevant to the education sector. Be prepared to discuss any relevant experience you have with computer systems or troubleshooting.
✨Practice Effective Communication
Excellent verbal and written communication skills are crucial for this role. During the interview, focus on how you articulate your thoughts clearly and concisely. You might even want to practice explaining a technical issue in simple terms, as you would to a customer.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving abilities. Think about how you would prioritise tasks, manage your workload, and keep customers updated on their queries. Prepare some examples from your past experiences that showcase your ability to think on your feet.
