Service Desk Analyst - First Line

Aerial Direct Limited; Fareham; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Holiday accrual

Birthday off

Christmas closure

Eye tests & glasses support

Wellbeing programme

Social events & awards

Pension scheme

Job summary

Aerial Direct Limited in Fareham is hiring a Service Desk Analyst to be the first point of contact for customers needing IT and telecoms support, resolving issues by phone, email, and remote access. This is ideal for someone with a keen interest in IT, even without prior help desk experience, as training and a clear development path are provided to help you build a successful IT career.

Join our growing Service Delivery team and collaborate with engineers to document setups and solutions for

Qualifications

• Interest in IT and problem-solving.
• Good communication skills to help customers solve issues.
• Willingness to learn new skills and technologies with training provided.
• Basic understanding of computers, networks, or software.

Responsibilities

• Helping customers by troubleshooting basic IT and telecoms issues.
• Learning how to support computers, networks, and software.
• Managing incoming requests and keeping customers updated.
• Working closely with our engineers to develop your skills.
• Documenting setups and solutions for future reference.

Skills

Interest in IT and problem-solving

Good communication

Willingness to learn

Understanding of computers/networks

Job description

Are you passionate about technology and looking to start a career in IT?

Our Service Delivery team is growing fast, and we’re looking for a Service Desk Analyst to join us in our newly refurbished Fareham offices. Reporting to our Head of Service Delivery, you’ll be the first point of contact for customers needing IT and telecoms support—resolving issues over the phone, email, and remote access.

This is a perfect opportunity for someone with a keen interest in IT, even if you don’t have previous experience working on a help desk. We provide training and a clear development path to help you build a successful career in IT.

What do we offer?

• Holiday rising with each year of service
• Your Birthday Off - after all it's the most important day of the year!
• Christmas Closure in addition to your annual leave
• Free eye tests & support towards glasses
• Our Employee Assistance Programme offering confidential Wellbeing Support
• Regular events and activities throughout the year including our famous Christmas Party, summer party & Employee Awards!
• Company pension scheme

You’ll get involved in:

• Helping customers by troubleshooting basic IT and telecoms issues.
• Learning how to support computers, networks, and software.
• Managing incoming requests and keeping customers updated.
• Working closely with our experienced engineers to develop your skills.
• Documenting setups and solutions for future reference.

Ideally, we’re looking for:

• A strong interest in IT and problem-solving.
• Good communication skills – you’ll be helping real people solve real issues.
• Willingness to learn new skills and technologies (we’ll support you every step of the way!).
• Good understanding of computers, networks, or software

Who are we?

We exist to enable our customers to have the conversations that matter. We do this through effective partnerships and a great customer experience.

Working at Aerial Direct isn’t just a career, it’s a decision to be better. It’s choosing to take on interesting work that challenges you. We can promise that your hard work will be rewarded and recognised, and you’ll be given the tools, training, and support needed to do a great job.

We are proud to be one of the UK’s leading independent providers of telecommunications. We are equally as proud of our employees who have helped us become one of the largest O2 partners in the UK.

Our Process

Step 1: Is there a fit? You’ll have a chat with our Talent Acquisition team, talk through your past experiences and what it is you’re looking for from your career

Step 2: Meet with your would-be manager, our Head of Service Delivery, and a member of the team to talk through your motivations, whilst also getting a feeling for Aerial Direct. You’ll run through a few scenario based questions, and get the opportunity to ask anything you’d like to learn about.

Step 3: If it looks like a good fit from both sides, we’ll be looking to make you an offer!

Our Values:

All: We are one team enabling each other and the business to thrive

Elite: We will be the very best that we can be for our customers and our colleagues

Respectful: We show respect for our environment, our people and above all else, our customers

Impeccable: We will deliver the best customer experience and service in all we do

Agile: We’re always looking to be one step ahead, quick to move, and to anticipate our customers’ needs

Limitless: We seek continuous improvement in order to grow and develop the business