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For Companies At a Glance
- Tasks: Be the first point of contact for customer queries and support services.
- Company: Join VIRTUS, a leading provider of digital infrastructure in the UK and Europe.
- Benefits: Flexible working hours, competitive salary, and a commitment to diversity and inclusion.
- Why this job: Kickstart your career in a dynamic environment with opportunities for growth.
- Qualifications: GCSE English and Maths, plus strong communication and customer service skills.
- Other info: Work in a supportive team focused on innovation and sustainability.
The predicted salary is between 30000 - 42000 £ per year.
About VIRTUS
VIRTUS Data Centres is a trusted provider of critical digital infrastructure across the UK and Europe. With a strong UK foundation and a rapidly expanding European presence, we design, build, own, and operate resilient, secure, and energy‑efficient data centres for some of the world’s leading organisations. Established in the UK, VIRTUS has built a market‑leading portfolio across London’s key availability zones and continues to invest significantly in the domestic market. Building on this success, we expanded into continental Europe in 2023, launching our first campuses in Berlin and accelerating growth across strategic European locations through 2026 and beyond. Our ambition is to play a key role in enabling the next generation of digital infrastructure, delivering sustainable and innovative solutions while living our core values of Care, Helpful, Pride, Reliability, and Dedication.
Job Summary
Working as part of the VIRTUS Service Management Centre (SMC), we are seeking someone with good Customer Service and Administration skills to undertake the role of Service Desk Analyst. You will be the first point of contact for all customer phone calls, email queries and service requests. You will also play a key role in issuing customer communications to support the VIRTUS Incident and Change Management processes. This is a day position working 10am-7PM Monday to Friday. Some flexibility may be required to work 7am-4pm to cover holidays or unplanned absences.
Duties And Responsibilities
- Answering internal and external phone calls
- Responding to customer emails and Service Requests
- Tracking, and routing requests, orders and incidents to the correct resource escalating where appropriate.
- Issuing customer communications in support of the VIRTUS Incident and Change Management processes
- Monitoring ticket queues and ensuring all requests are dealt with professionally and effectively.
- Maintaining a database of customer information
- Producing customer‑facing service reports
- Any other reasonable requests made by your line manager.
Qualifications
- GCSE English and Maths
Person Specification
Essentials
- Competent in the use of Microsoft office applications
- Excellent communication skills verbal and written
- Customer focused with previous experience in a customer service role
- Ability to work towards tight SLAs
- Ability to work independently
Desirable
- Previous experience with ticket management system (preferably ServiceNow)
- Working in a time critical environment
In line with VIRTUS’ Vetting Policy, the successful applicant must be willing to undergo a BS7858 screening process.
VIRTUS is an equal opportunity employer. As part of our commitment to fight for equality, we work to ensure a fair and consistent interview process. We celebrate diversity and we are committed to an inclusive work environment.
Service Desk Analyst in West Drayton employer: VIRTUS Data Centres
Contact Detail:
VIRTUS Data Centres Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst in West Drayton
✨Tip Number 1
Get to know VIRTUS and their values! Research the company culture and understand what they stand for. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your customer service skills! Since you'll be the first point of contact, role-play common scenarios with a friend or family member. This will help you feel more confident when handling calls and emails during the real deal.
✨Tip Number 3
Network like a pro! Connect with current or former VIRTUS employees on LinkedIn. Ask them about their experiences and any tips they might have for you. Plus, it could give you an inside edge when applying through our website!
✨Tip Number 4
Stay organised! Keep track of your applications and follow up if you haven’t heard back after a week or two. A little persistence can go a long way in showing your dedication to landing the Service Desk Analyst role.
We think you need these skills to ace Service Desk Analyst in West Drayton
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Desk Analyst role. Highlight your customer service experience and any relevant skills, especially in communication and administration. We want to see how you can bring value to our team!
Craft a Catchy Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about working with VIRTUS and how your skills align with our values of Care, Helpful, Pride, Reliability, and Dedication. Keep it concise but impactful!
Show Off Your Tech Skills: If you've got experience with Microsoft Office or ticket management systems like ServiceNow, make sure to mention it! We love candidates who are tech-savvy and can hit the ground running in our fast-paced environment.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re serious about joining the VIRTUS family!
How to prepare for a job interview at VIRTUS Data Centres
✨Know Your Stuff
Before the interview, make sure you understand VIRTUS and its role in the digital infrastructure space. Familiarise yourself with their services, values, and recent expansions. This will help you tailor your answers and show genuine interest.
✨Showcase Your Customer Service Skills
As a Service Desk Analyst, customer service is key. Prepare examples from your past experiences where you successfully handled customer queries or resolved issues. Highlight your communication skills and ability to work under pressure.
✨Be Ready for Scenario Questions
Expect questions that assess how you would handle specific situations, like managing multiple service requests or dealing with an upset customer. Practise your responses to these scenarios to demonstrate your problem-solving abilities.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready about the team dynamics, the tools they use (like ServiceNow), or their approach to incident management. This shows you're engaged and eager to learn more about the role.