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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 diverse and inclusive team at The Phoenix Group Advisors in London.
- Benefits: Enjoy competitive salary, gym membership, private healthcare, and generous leave.
- Why this job: Be part of a dynamic environment that values your skills and offers growth opportunities.
- Qualifications: 5 years of IT experience; knowledge of hardware, SaaS, and networking required.
- Other info: Work on-site in London, with occasional minor travel.
The predicted salary is between 45000 - 50000 £ 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.
- Salary Range - £45,000-£50,000 Annually.
The Phoenix Group Advisors is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace and prohibit discrimination and harassment of any kind based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. We strive to attract talented individuals from all backgrounds and provide equal employment opportunities to all employees and applicants for employment.
Information Technology Support Analyst (City of London) employer: The Phoenix Group
Contact Detail:
The Phoenix Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Information Technology Support Analyst (City of London)
✨Tip Number 1
Familiarise yourself with the specific IT tools and platforms mentioned in the job description, such as Microsoft 365, AzureAD, and ServiceNow. Being able to demonstrate your proficiency in these tools during an interview can set you apart from other candidates.
✨Tip Number 2
Highlight your customer service skills by preparing examples of how you've successfully resolved technical issues for users in the past. This role requires excellent interpersonal skills, so showcasing your ability to communicate effectively will be crucial.
✨Tip Number 3
Research common IT support scenarios and solutions that are relevant to the technologies listed in the job description. Being prepared to discuss how you would handle specific support requests can demonstrate your problem-solving abilities.
✨Tip Number 4
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 help you tailor your approach and show that you're a good fit for the team.
We think you need these skills to ace Information Technology Support Analyst (City of London)
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 showcases your passion for IT support and your ability to resolve technical issues efficiently. Mention your experience with SaaS software and any relevant certifications to stand out.
Highlight Relevant Experience: In your application, focus on your previous roles where you provided first and second line support. Include specific examples of how you diagnosed and resolved issues, as well as your experience with IT Service Management platforms.
Showcase Communication Skills: Since excellent communication is key for this role, ensure your application reflects your interpersonal skills. Use clear and concise language, and consider including examples of how you've effectively communicated with team members or clients in past positions.
How to prepare for a job interview at The Phoenix Group
✨Showcase Your Technical Skills
Be prepared to discuss your experience with workstation hardware and software, especially Windows 11 and Apple MacBooks. Highlight any relevant certifications you have and be ready to demonstrate your proficiency in SaaS applications like Microsoft 365 and Teams.
✨Emphasise Customer Service Experience
Since the role requires excellent customer service skills, share specific examples of how you've successfully resolved IT support requests in the past. Focus on your ability to communicate effectively with users and provide timely solutions.
✨Demonstrate Problem-Solving Abilities
Prepare to discuss your approach to diagnosing and resolving technical issues. You might be asked to walk through a hypothetical support scenario, so think about how you would handle common problems and articulate your thought process clearly.
✨Familiarise Yourself with IT Policies
Understand the importance of enforcing IT policies and guidelines. Be ready to discuss how you would monitor alerts and report security risks, as this shows your awareness of the broader implications of IT support beyond just fixing issues.
