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For Companies At a Glance
- Tasks: Provide 1st line IT support and troubleshoot issues for users globally.
- Company: Join a growing organisation with a supportive team culture.
- Benefits: Competitive salary, career development, and flexible working options.
- Other info: Opportunity to work with global IT operations and develop your technical skills.
- Why this job: Gain hands-on experience in IT while making a real difference.
- Qualifications: Previous IT support experience and strong communication skills.
We're working with a growing organisation looking to appoint a Service Desk Analyst to join their Cardiff-based support team. This role will see you providing 1st line technical support to users across a global business, supporting Microsoft 365 environments, troubleshooting hardware and software issues, and ensuring excellent customer service across the IT function. You'll be joining a collaborative IT team with exposure to a wide range of technologies and the opportunity to develop your technical skills further.
Key Responsibilities
- Provide 1st line IT support via phone, email and face-to-face
- Log and manage incidents through the ticketing system
- Support Microsoft 365 applications and company hardware/software
- Escalate complex issues where required
- Support new starter onboarding and inductions
- Work within agreed SLAs and ITIL best practice
Experience Required
- Previous IT support or helpdesk experience
- Knowledge of Microsoft 365
- Strong communication and customer service skills
- Experience working with ticketing systems
- ITIL Foundation desirable
What's on Offer
- Supportive team environment
- Career development opportunities
- Exposure to global IT operations
- Hybrid/flexible working opportunities where applicable
To apply or find out more, please get in touch.
Service Desk Analyst in Caerphilly employer: Yolk Recruitment
Contact Detail:
Yolk Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst in Caerphilly
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or at industry events. A friendly chat can give you insider info about the company culture and maybe even a referral!
✨Tip Number 2
Prepare for the interview by practising common questions. Think about your past experiences with IT support and how they relate to the role. We want you to shine when discussing your skills in Microsoft 365 and customer service!
✨Tip Number 3
Show off your problem-solving skills! During interviews, be ready to walk through how you’d troubleshoot a common issue. This will demonstrate your hands-on experience and technical know-how.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can keep you fresh in their minds and show your enthusiasm for the role. Plus, it’s a great chance to reiterate why you’re the perfect fit!
We think you need these skills to ace Service Desk Analyst in Caerphilly
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your relevant experience in IT support and customer service. We want to see how your skills align with the role of a Service Desk Analyst, so don’t be shy about showcasing your knowledge of Microsoft 365 and any ticketing systems you've used.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re excited about joining our team and how your previous experiences make you a great fit for this role. Keep it friendly and professional, just like we are at StudySmarter.
Show Off Your Communication Skills: As a Service Desk Analyst, strong communication is key. In your application, highlight examples where you've successfully resolved issues or helped users. We love seeing how you can turn technical jargon into easy-to-understand language!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, you’ll get to explore more about what we do at StudySmarter while you’re there!
How to prepare for a job interview at Yolk Recruitment
✨Know Your Tech
Make sure you brush up on your knowledge of Microsoft 365 and common hardware/software issues. Be ready to discuss how you've tackled similar problems in the past, as this will show your technical prowess and problem-solving skills.
✨Customer Service is Key
Since this role involves providing excellent customer service, think of examples where you've gone above and beyond for a user. Prepare to share these stories during the interview to highlight your communication skills and dedication to helping others.
✨Familiarise Yourself with ITIL
Even if you don't have an ITIL Foundation certification, understanding the basics of ITIL best practices can set you apart. Research how incident management works and be prepared to discuss how you would handle incidents within agreed SLAs.
✨Practice Makes Perfect
Consider doing mock interviews with a friend or using online resources. Practising common interview questions related to IT support can help you feel more confident and articulate your thoughts clearly when it’s your turn to shine.