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- Tasks: Provide hands-on and phone support for end user issues across multiple locations.
- Company: Join Boston Hale, a diverse and inclusive company that values equity.
- Benefits: Enjoy 25 days holiday, extra wellness days, and a potential 7.5% bonus.
- Why this job: Be part of a new team, making a real difference in customer service.
- Qualifications: Experience with Windows and Mac support, plus strong problem-solving skills required.
- Other info: Work 3 days on-site in Hammersmith and 2 from home after proving reliability.
The predicted salary is between 30000 - 42000 £ per year.
Location: Hammersmith And Fulham, London
Bonus/Benefits: 7.5% bonus, lots of holiday
The 1st / 2nd Line Support Analyst will be part of a new team and will provide phone support as well as hands-on, desk-side systems support for all end user issues across multiple locations. This role will provide end-to-end support for end user issues, from hands-on work to the co-ordination of other IT support teams including setting up starters and leavers, infrastructure and application groups. The Technical Support Analyst is also responsible for the installation, configuration, and troubleshooting of all end user hardware, software and related peripherals including, but not limited to desktops, laptops, printers, MFD's and all mobile devices.
Responsibilities
- Responsible for providing technical assistance and end user support
- Must deliver exemplary customer service to all users from top to bottom
- ITIL experience would be useful
- 85% Windows, 15% Mac (but Mac users are all VIPs)
- OKTA would be beneficial
- AD / Azure AD / Entra IT would be useful
- 50:50 1st Line : 2nd Line support tasks
You Should be Passionate about customers and service, with a strong will to make a difference. Able to work in a dynamic environment, prioritising and multi-tasking effectively. Able to demonstrate expertise in all activities associated with providing end user PC support and problem resolution on complex and difficult PC hardware and software issues. Able to display strong problem-solving abilities and excellent communication, customer handling and inter-personal skills.
Skills
- Hands-on experience managing customer issues through a ticketing solution (Freshservice or a similar ITSM tool)
- Desktop Support (Windows 10/11 & MacOS)
- OKTA
- Active Directory/Azure Active Directory admin
- Microsoft InTune
- AV meeting room setup and support
- Microsoft Office application including Teams/Zoom
- Basic working knowledge of networking & DNS
- Knowledge of Hardware (Laptops & Printers)
- Supporting Client VPN Access
- Ability to troubleshoot printing issues
Benefits
- 25 days of holiday to start and one extra day per year until you max out at 30 days
- 1 floating holiday on top of this
- 6 extra summer days off over summer
- 8 extra wellness days (these are not sick days) that we can use for almost anything.
- We usually shut down over Christmas for a week
- Bonus Potential for a 7.5% performance based bonus (Company plus individual performance)
Please get in touch if you have Mac and Windows experience (Commercial and at least in the last 2 roles) and are keen on this role, 3 days a week on-site in Hammersmith and 2 from home once you have proven your reliability and quality.
Diversity, equity and inclusion are at the heart of what we value as an organisation. Boston Hale is an equal opportunities employer, and all qualified applicants will receive consideration for employment without regard to race, religion, sex, sexual orientation, age, disability or any other status protected by law.
Support Analyst - Win & Mac employer: Boston Hale
Contact Detail:
Boston Hale Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Analyst - Win & Mac
✨Tip Number 1
Familiarise yourself with the specific tools and technologies mentioned in the job description, such as OKTA, Active Directory, and Microsoft InTune. Having hands-on experience with these will not only boost your confidence but also demonstrate your readiness for the role.
✨Tip Number 2
Showcase your customer service skills during any interactions you have with us. Since this role emphasises exemplary customer service, be prepared to discuss how you've handled challenging situations and provided support in previous roles.
✨Tip Number 3
Prepare to discuss your problem-solving abilities in detail. Think of specific examples where you've successfully resolved complex hardware or software issues, especially in a fast-paced environment, as this will highlight your suitability for the dynamic nature of the role.
✨Tip Number 4
If you have experience with ticketing solutions like Freshservice, be ready to talk about it. Understanding how to manage customer issues through an ITSM tool is crucial for this position, so any relevant experience will set you apart from other candidates.
We think you need these skills to ace Support Analyst - Win & Mac
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience with both Windows and Mac systems, as well as any relevant ITIL knowledge. Emphasise your customer service skills and problem-solving abilities, as these are crucial for the Support Analyst role.
Craft a Strong Cover Letter: In your cover letter, express your passion for customer service and your ability to work in a dynamic environment. Mention specific examples of how you've successfully resolved technical issues in the past, particularly in a support role.
Highlight Relevant Skills: Clearly list your hands-on experience with ticketing solutions like Freshservice, desktop support for Windows 10/11 and MacOS, and any knowledge of Active Directory or Azure AD. This will show that you have the technical expertise required for the position.
Proofread Your Application: Before submitting your application, take the time to proofread it for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are important traits for a Support Analyst.
How to prepare for a job interview at Boston Hale
✨Show Your Technical Skills
Be prepared to discuss your hands-on experience with both Windows and Mac systems. Highlight specific examples of troubleshooting complex issues, as well as your familiarity with tools like OKTA and ticketing solutions such as Freshservice.
✨Demonstrate Customer Service Excellence
Since this role emphasises exemplary customer service, be ready to share instances where you went above and beyond to assist users. Showcase your communication skills and how you handle difficult situations with patience and professionalism.
✨Understand the Company Culture
Research the company’s values, especially their commitment to diversity, equity, and inclusion. Be prepared to discuss how you align with these values and how you can contribute to a positive team environment.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities in real-world scenarios. Practice articulating your thought process when faced with technical challenges, particularly those involving end-user support and multi-tasking in a dynamic environment.
