Service Desk Analyst

As a Service Desk Analyst at ConnectOS, you will be tasked with providing swift support for IT-related incidents and service requests for Symal staff. Your responsibilities will include reviewing and resolving service requests efficiently according to SLAs, documenting and maintaining service desk processes, and supporting end-user devices like laptops, desktops, and printers. You'll also engage in user onboarding and offboarding and collaborate effectively with various departments to ensure seamless service delivery.

To be considered for the Service Desk Analyst role at ConnectOS, candidates should have at least three years of experience in a service desk technical environment, with one year specifically supporting an environment with over 500 end users. A strong understanding of Office 365, Active Directory, and experience with ITSM ticketing tools like ServiceNow is essential. ITIL certification is preferred, along with a BA qualification or equivalent in IT. Experience in the construction industry is a plus!

ConnectOS is committed to the professional development of our Service Desk Analysts. We provide opportunities for ongoing training, certifications, and the chance to engage in various collaborative projects. High performers may have the opportunity to visit colleagues internationally for professional development. With our focus on a supportive work culture, you will grow both in your role and as a professional in the IT industry.

At ConnectOS, we recognize the value of our Service Desk Analysts and offer a comprehensive benefits package. From Day 1, you will have access to premium HMO coverage, a flexible hybrid working setup, generous paid time off, and quarterly sick leave conversions. Additionally, we provide all necessary equipment to ensure that you can perform your duties effectively, and conform to government-mandated benefits for your peace of mind.

The work environment at ConnectOS for Service Desk Analysts is collaborative and supportive, designed to foster both individual and team success. We pride ourselves on having a culture that values work-life balance, where everyone's ideas are welcome. You'll have the opportunity to work with a diverse team and develop relationships across departments, making a meaningful impact within the organization.

In responding to this question, highlight your relevant experience, focusing on the number of users you've supported and the types of issues you handled. It's beneficial to mention the environments you've worked in, any specific tools you've used, like ServiceNow, and your familiarity with ITIL processes, illustrating your capability to thrive as a Service Desk Analyst.

Discuss your approach to prioritization based on urgency and impact. Explain how you assess the severity of a ticket and the strategies you employ to manage workload effectively, such as using ticketing systems like ServiceNow for tracking and maintaining SLAs for timely resolutions.

Outline a systematic approach to troubleshooting, including steps such as identifying the problem, gathering relevant information, testing potential solutions, and providing clear communication to the user. This demonstrates your methodical thinking and customer service focus.

Select a specific incident that showcases your technical skills and problem-solving abilities. Detail the issue, the steps you took to troubleshoot, and the final resolution, emphasizing your determination and critical thinking.

Describe your experience with Active Directory, including any tasks you’ve performed such as user management and permissions handling. Mention how you've ensured compliance with group policies to enhance security and accountability.

Elaborate on the importance of customer service in the service desk context, emphasizing how effective communication, empathy, and timely responses contribute to user satisfaction and a positive experience with IT support.

If applicable, describe exposure to RMM tools and how you utilized them to proactively monitor systems and resolve issues before they escalated. Discuss specific tools you've used and any benefits you noticed in your service delivery.

Discuss listening actively to the user's concerns, remaining calm and professional, and using empathic communication skills to de-escalate the situation. Highlight your focus on finding a solution and ensuring the user feels valued and supported.

Share your approach to documenting processes, explaining how you ensure clarity, accessibility and regular updates to documentation for efficiency. Mention the importance of knowledge sharing within the team.

Express your enthusiasm for joining ConnectOS and highlight aspects such as the company culture, growth opportunities, and the chance to be part of a dynamic team supporting a reputable organization. Show that you've researched the company and align your values with theirs.