Fast-paced, challenging and always presenting new problems to be solved, the Service Desk is the buzzing core of Diamond IT and no doubt many other tech firms across the globe.
If you have a strong interest in technology and find satisfaction in assisting customers on a daily basis, an IT Service Desk role may be a good fit for you.
Have you ever wondered what an IT Service Desk does? You may be surprised! From overseeing vital antivirus scans that protect the integrity of a client's network to responding to complex technical troubleshooting issues and everything in between, the landscape is ever-changing.
But first, coffee
Our main kitchen (complete with espresso machine) is no doubt the most frequented corner of the Diamond IT office space. As an organisation, we get through more coffee beans and bottles of milk than a small coffee shop! If you're not stumbling to caffeinate yourself first thing, are you really a Service Desk professional? You'll find at least one member of the team here at strategic intervals - 8am, 11am and, of course, the dreaded 3pm. Support Analysts often have up to 10 applications open at any time. It's no wonder they love the stuff.
And then, finding solutions
From 7.30am to 5.30pm, our dedicated team of Support Analysts tends to the Service Desk, diligently managing incoming calls and messages. We also have an emergency out-of-hours service for our customers with a Managed IT Services Agreement.
While we strive to ensure our customers experience as few hiccups with their technology as possible, the occasional issue does of course arise. In this instance, the issue will be captured in a ticketing system, via the Customer Portal and a Support Analyst will begin finding a solution to the problem at hand.
Once a support request is received, the IT Service Desk team will work to identify the cause of the issue and troubleshoot it. This involves diagnosing problems, researching solutions and applying fixes.
These are some common queries:
- "I'm having issues with my VPN. Can you help me connect?"
- "I have had an alert to implement some software updates. Can you advise?"
- "We have a new user starting next week. Can you start the onboarding process?"
- "I've accidentally deleted a file I really need. Could you get a copy of it from backups?"
In some cases, complex problems may be escalated. Whatever the issue, a solution will be found!
Diamond IT fosters a “Can Do” Culture – we take IT problems seriously and we don’t give up until the issue is resolved. This is one of the satisfying parts of the role.
Lunchtime
Ask anyone who works from our Warabrook office and you'll hear the same word echoed back to you upon asking about lunchtime options - sushi! Regal Plus in Warabrook Shopping Centre is our team's treat of choice. This unexpected foodie haven does amazing sushi, Asian dishes and coffee. The perfect way to fuel up ahead of a busy afternoon.
Image source: Regal Sushi & Coffee
Providing training and guidance
Another great aspect of being part of a Service Desk is there are plenty of different opportunities to engage with customers and help them to achieve their IT goals. One such way is through developing and providing training materials and "how to" guides.
Installing software and hardware
On any given day, our IT Service Desk team may install various new software or hardware on our customers' computers. They might also perform maintenance tasks like software updates or antivirus scans.
Tracking trends and recurring issues
Part of the team's job is to maintain meticulous documentation. Our Support Analysts maintain records of all the support requests they receive, the actions taken to resolve them and any other relevant information. While this may sound like a boring part of the job, it's actually much more significant than you may imagine. Good record-keeping allows the team to track trends and identify recurring issues in order to become more efficient. It's kind of like detective work!
Hybrid working
Flexibility and work-life balance are non-negotiable to us. We recently threw the spotlight on our flexible marketing team. Likewise, the technical support team works from both home and the office.
Career progression
Our Service Desk Support Analysts tell us that the experience they gain in their role allows them to narrow down their specific interests in the expansive industry of IT.
There are also plenty of opportunities for progression. We have had Tier 1 Support Analysts progress all the way up to Systems Engineer roles.
>>> Are you interested in becoming a Diamond IT Tier 1 Support Analyst? Apply now!
Part of something bigger
The Service Desk team is part of a broader Technical Support team headed by Chris Cox, our Head of Infrastructure and Security Solutions.
Chris has lent his expertise to all areas of the business from the Service Desk to projects and presales and now continues to guide the Infrastructure and Security Solutions team. With numerous industry certifications from major vendors such as Microsoft, Fortinet and HPE, Chris has a wide range of knowledge covering almost all areas of the SMB IT space.
He is also clearly proud of his team. He had this to say...
"The technical staff here at Diamond IT is an exceptional group of people to lead.
The team is filled with dedicated and talented individuals who have a genuine passion for all things computer, network and IT. It's heartening to see them working each day to do what they do best, while also maintaining the human element by understanding they are talking to real people who just want things to work.
We pride ourselves on having real care for the customers we look after and always strive to ensure our customers have a positive experience when speaking to us."
We are always on the lookout for talented team members
Our mission is to help you succeed. This isn’t just about our customers, we want our staff to be the best they can be too.
If you’re passionate about delivering technology solutions and enjoy working with like-minded people, we’d love to hear from you. You can learn more about our current vacancies and apply on our careers page.
