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For Companies At a Glance
- Tasks: Provide first and second line IT support to staff across global offices.
- Company: Join a dynamic company with a focus on technology and innovation.
- Benefits: Enjoy private healthcare, gym membership, and generous leave days.
- Why this job: Be part of a supportive team while enhancing your tech skills in a vibrant environment.
- Qualifications: 5 years of IT experience and knowledge of various software and hardware required.
- Other info: Work 5 days a week in the London office with occasional travel.
The predicted salary is between 39000 - 45000 £ per year.
The IT Support Analyst will provide first and second line technical support to ~1300 staff and ~28 global offices. This role requires excellent customer service skills, with a focus on diagnosing and resolving support requests in a timely and professional manner.
Job Responsibilities
- Respond to and resolve all IT support calls/emails for all locations.
- Provide IT Support for all employees, in offices and working virtually.
- Serve as the first point of contact for technical support in the local office (office-based and remote) and global offices.
- Maintain, configure, deploy, and repair computer and printer hardware, including supported smart devices.
- Support meeting room and video conference facilities, including systems like Teams and Zoom.
- Track, maintain, and document all support calls, ensuring quick resolution and closure of open tickets.
- Manage hardware asset inventory and equipment lifecycle.
- Enforce IT policies and guidelines, monitor enterprise management platforms/alerts, and report security risks.
- Work closely with other IT professionals and departments to understand and address their IT needs.
- Must be able to work at 5 days per week in the local London office.
- Minor travel occasionally required (less than 10%).
The Person
- Minimum of 5 years of relevant experience.
- Knowledge of workstation hardware (Windows 11, Apple MacBooks) and mobile devices (iOS, Android, BYOD).
- Proficiency in SaaS software (Microsoft 365, Okta, AzureAD, SharePoint, Box, Teams, Slack, etc.) and other software (Windows 10/11, MacOS, Windows Server, Active Directory, Adobe Creative Cloud, etc.).
- Experience with IT Service Management platforms (BMC Helix, ServiceNow, FreshService, etc).
- Strong understanding of networking concepts and technologies.
- Excellent documentation and process skills, and discretion in handling confidential information.
- Relevant technology certifications desirable.
- Exceptional communication and interpersonal skills, with the ability to work independently and as part of a team.
- Experience with Jamf or Intune is a plus.
- BA/BS degree in Information Technology, Computer Science, or related field is a plus.
What We Offer
- Life insurance of 4x basic annual salary.
- Private Dental Insurance.
- Private Travel Insurance.
- Private Healthcare.
- Gym membership.
- 26 days contractual leave.
- Pension (8% company contribution; 3% individual contribution).
- Participation in discretionary Company Bonus Scheme (dependent on the performance of the individual and the performance of the company).
- Base Salary competitive according to merits of the candidate.
Contact Detail:
The Phoenix Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Information Technology Support Analyst
✨Tip Number 1
Familiarise yourself with the specific IT tools and platforms mentioned in the job description, such as Microsoft 365, AzureAD, and ServiceNow. Having hands-on experience or even a basic understanding of these systems can set you apart during the interview.
✨Tip Number 2
Brush up on your customer service skills, as this role heavily emphasises excellent communication and interpersonal abilities. Consider preparing examples from your past experiences where you successfully resolved technical issues while maintaining a positive rapport with users.
✨Tip Number 3
Network with current or former employees of StudySmarter or similar companies to gain insights into the company culture and expectations for the IT Support Analyst role. This can provide you with valuable information that may help you tailor your approach during the interview.
✨Tip Number 4
Prepare to discuss your experience with hardware maintenance and troubleshooting, especially with Windows and Apple devices. Being able to articulate your hands-on experience will demonstrate your capability to handle the technical demands of the position.
We think you need these skills to ace Information Technology Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, particularly with the technologies mentioned in the job description. Emphasise your customer service skills and any specific software or hardware knowledge that aligns with the role.
Craft a Strong Cover Letter: Write a cover letter that addresses the key responsibilities of the IT Support Analyst position. Use specific examples from your past experience to demonstrate how you have successfully resolved technical issues and provided excellent support.
Highlight Technical Skills: In your application, clearly list your technical skills, especially those related to workstation hardware, SaaS software, and IT Service Management platforms. Mention any relevant certifications that could set you apart from other candidates.
Showcase Communication Skills: Since this role requires exceptional communication and interpersonal skills, include examples in your application that illustrate your ability to work effectively with both technical and non-technical staff. This could be through previous roles or specific projects.
How to prepare for a job interview at The Phoenix Group
✨Showcase Your Technical Skills
Be prepared to discuss your technical knowledge in detail, especially regarding workstation hardware and SaaS software. Highlight your experience with tools like Microsoft 365, Active Directory, and any relevant certifications you hold.
✨Demonstrate Customer Service Excellence
Since this role requires excellent customer service skills, think of examples where you've successfully resolved support requests. Be ready to explain how you handle difficult situations and ensure a positive experience for users.
✨Familiarise Yourself with IT Service Management Tools
Research the IT Service Management platforms mentioned in the job description, such as BMC Helix or ServiceNow. Understanding how these tools work will show your preparedness and ability to adapt quickly.
✨Prepare Questions About the Role
Have a few thoughtful questions ready about the company's IT infrastructure and team dynamics. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
