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For Companies At a Glance
- Tasks: Provide first-line support to customers, resolving application and telecom issues.
- Company: Join a global team dedicated to exceptional IT support and customer service.
- Benefits: Enjoy a competitive salary, 21-25 days of holiday, and comprehensive IT training.
- Why this job: Gain valuable experience in IT support while working in a collaborative environment.
- Qualifications: Strong communication skills and a team player attitude are essential; tech knowledge is a plus.
- Other info: Work onsite in Milton Keynes with flexible shift patterns after training.
The predicted salary is between 17000 - 21000 £ per year.
Job Description
Role Overview
As a 1st Line Support Analyst, you will provide essential first-line support to a global customer base, addressing application and telecommunication issues through phone and case management systems. You will work in shift patterns ranging from 8am to 11pm, with later shifts occurring once every six weeks as you gain more experience. Your role will involve ensuring compliance with IT support procedures and escalations, supporting the triage of support cases, and collaborating with senior IT support teams to resolve issues efficiently.
Responsibilities
- Adhere to IT support procedures and manage escalations effectively.
- Assist in the triage of support cases and collaborate with senior IT support teams to resolve issues.
- Document root cause failures of systems or processes, update relevant databases with critical information, and maintain a technical audit trail of completed work for management and engineering reference.
- Take ownership of a designated customer base, acting as the lead engineer from initial commissioning through to ongoing management of queues and cases, ensuring adherence to contractual SLAs.
- Serve as the technical lead during customer service reviews.
- Manage customer expectations by regularly communicating status updates, analysing impacts, devising workarounds, and outlining next steps to ensure a superior customer service experience.
- Follow all established procedures, policies, and practices ensuring timely submission of business and financial reports.
- Continuously develop and apply personal knowledge and skills within the product and technology markets.
- Represent the organisation professionally in all interactions with customers and suppliers, both over the phone and in person.
What you\’ll need to succeed
- Ability to work onsite at the Milton Keynes office 5 days a week, and work in 8-hour shift patterns once initial training is completed.
- Excellent verbal and written communication skills, with fluency in English (Spanish fluency is a bonus).
- Familiarity with VoIP, signalling, data networks, firewalls, and IT security is advantageous but not essential.
- Strong team player with the ability to collaborate effectively with colleagues.
- Proficiency in Microsoft Office applications and general computer literacy.
- Ability to perform well under pressure and manage multiple tasks efficiently.
What you\’ll get in return
- A competitive salary of £20,000 – £25,000 per annum, dependent on experience.
- 21 days of holiday (rising up to 25) per annum in accordance to their holiday policy.
- Comprehensive IT training is provided to support your professional development.
What you need to do now
If you\’re interested in this role, click \’apply now\’ to forward an up-to-date copy of your CV.
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1st Line Support Analyst employer: Hays Technology
Contact Detail:
Hays Technology Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line Support Analyst
✨Tip Number 1
Familiarize yourself with common IT support procedures and escalation processes. Understanding these will help you demonstrate your readiness to adhere to the company's standards during the interview.
✨Tip Number 2
Brush up on your communication skills, especially in English. Since you'll be interacting with a global customer base, being able to convey technical information clearly is crucial.
✨Tip Number 3
Gain some basic knowledge about VoIP, data networks, and IT security. Even if it's not essential, showing that you're proactive in learning about these areas can set you apart from other candidates.
✨Tip Number 4
Prepare to discuss your experience working under pressure and managing multiple tasks. Think of specific examples where you've successfully handled challenging situations, as this will highlight your ability to thrive in a fast-paced environment.
We think you need these skills to ace 1st Line Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, especially any roles where you've provided first-line support or managed customer queries. Emphasize your communication skills and ability to work under pressure.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific skills that align with the job description, such as familiarity with VoIP or your ability to manage multiple tasks efficiently.
Showcase Technical Skills: If you have experience with data networks, firewalls, or IT security, be sure to include this in your application. Even if it's not essential, it can set you apart from other candidates.
Prepare for Interviews: Be ready to discuss how you've handled customer service challenges in the past. Think of examples where you successfully communicated status updates or resolved issues under pressure, as these are key aspects of the role.
How to prepare for a job interview at Hays Technology
✨Show Your Communication Skills
As a 1st Line Support Analyst, excellent verbal and written communication skills are crucial. Practice explaining technical concepts in simple terms, as you will need to communicate effectively with customers who may not have a technical background.
✨Demonstrate Problem-Solving Abilities
Be prepared to discuss how you approach troubleshooting and resolving issues. Use examples from your past experiences to illustrate your ability to manage multiple tasks under pressure and find effective solutions.
✨Familiarize Yourself with Relevant Technologies
While familiarity with VoIP, data networks, and IT security is advantageous, it's important to show your willingness to learn. Research these technologies and be ready to discuss how they relate to the role during your interview.
✨Understand the Company Culture
StudySmarter values collaboration and professionalism. Be ready to share how you work well in a team and how you can contribute to a positive customer service experience, aligning with the company's mission and values.
