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For Companies At a Glance
- Tasks: Engage with customers, solve problems, and document best practices for support efficiency.
- Company: Join a dynamic team focused on delivering exceptional IT service management.
- Benefits: Enjoy flexible working options and opportunities for professional growth.
- Why this job: Be part of a culture that values communication and collaboration while making a real impact.
- Qualifications: Strong communication skills and experience with ITSM tools like ServiceNow are essential.
- Other info: ITIL certification is a plus, but not mandatory.
The predicted salary is between 30000 - 42000 £ per year.
Exceptional customer-facing skills with effective listening and communication (written and verbal) skills with the ability to engage effectively with technical and non-technical stakeholders.
Excellent problem-solving and analytical skills, with attention to detail.
Hands-on experience with ITSM tools such as ServiceNow or equivalent platforms.
IT Service Management experience across incident management, problem management and change management.
Service support/analyst background.
Ability to document triage procedures and best practices to enhance support efficiency.
Desirable
- Proficiency in using ITSM tools such as ServiceNow.
- ITIL (v3/v4) qualified.
Contact Detail:
Vallum Associates Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Analyst
✨Tip Number 1
Familiarise yourself with ITSM tools like ServiceNow. If you haven't used it before, consider taking a short online course or watching tutorials to get a grasp of its functionalities. This will not only boost your confidence but also show us that you're proactive and eager to learn.
✨Tip Number 2
Brush up on your ITIL knowledge, especially if you're ITIL qualified. Understanding the principles behind incident, problem, and change management will help you articulate your experience better during discussions with us. It’s a great way to demonstrate your commitment to best practices in IT service management.
✨Tip Number 3
Prepare for potential scenario-based questions that assess your problem-solving skills. Think of examples from your past experiences where you successfully resolved issues, particularly in a customer-facing role. This will help you showcase your analytical abilities and how you engage with both technical and non-technical stakeholders.
✨Tip Number 4
Practice your communication skills, both written and verbal. You might want to simulate conversations with friends or family where you explain technical concepts in simple terms. This will help you convey your ideas clearly and effectively, which is crucial for a Support Analyst role.
We think you need these skills to ace Support Analyst
Some tips for your application 🫡
Highlight Customer-Facing Skills: Make sure to emphasise your exceptional customer-facing skills in your application. Provide examples of how you've effectively communicated with both technical and non-technical stakeholders in previous roles.
Showcase Problem-Solving Abilities: Detail your problem-solving and analytical skills. Include specific instances where you successfully resolved issues, demonstrating your attention to detail and ability to think critically under pressure.
Mention ITSM Tools Experience: If you have hands-on experience with ITSM tools like ServiceNow, be sure to mention this prominently. Describe your familiarity with incident management, problem management, and change management processes.
Document Best Practices: Discuss your ability to document triage procedures and best practices. This shows your commitment to enhancing support efficiency and your understanding of the importance of clear documentation in IT service management.
How to prepare for a job interview at Vallum Associates
✨Showcase Your Communication Skills
Since the role requires exceptional customer-facing skills, be prepared to demonstrate your effective listening and communication abilities. Practice articulating your thoughts clearly and concisely, and consider using examples from past experiences where you successfully engaged with both technical and non-technical stakeholders.
✨Highlight Problem-Solving Experience
The job demands excellent problem-solving and analytical skills. Be ready to discuss specific challenges you've faced in previous roles and how you approached them. Use the STAR method (Situation, Task, Action, Result) to structure your responses and showcase your attention to detail.
✨Familiarise Yourself with ITSM Tools
Hands-on experience with ITSM tools like ServiceNow is crucial. If you have experience with these platforms, prepare to discuss how you've used them in your previous roles. If not, do some research on their functionalities and be ready to express your willingness to learn quickly.
✨Understand ITIL Framework
Being ITIL qualified is desirable for this position. Brush up on the key concepts of ITIL v3/v4 and be prepared to discuss how they apply to service management processes. Showing that you understand the framework will demonstrate your commitment to best practices in IT service management.
