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For Companies At a Glance
- Tasks: Provide hands-on IT support and resolve technical issues for users.
- Company: Join a leading public sector organisation with a strong commitment to service.
- Benefits: Competitive daily rate and the chance to gain valuable experience.
- Why this job: Be part of a dynamic team, enhancing your skills in a supportive environment.
- Qualifications: Experience in IT support, knowledge of Windows and Microsoft 365 is essential.
- Other info: NPPV3 or SC Clearance is highly desirable for this role.
The predicted salary is between 36000 - 42000 £ per year.
IT Support Analyst
Gloucester (on site)
6 Month Contract
Rate: £180 – £190 per day (Inside IR35)
We are working with a leading public sector organisation seeking an experienced IT Support Analyst to join their busy internal support team on a contract basis.
This is a hands-on role providing first and second-line technical support to users across a wide range of systems and services. You\’ll be responsible for resolving incidents and service requests, supporting hardware and software issues, and ensuring a high standard of customer service.
Due to the nature of the role existing or recent NPPV3 or SC Clearance is highly desirable.
Key Responsibilities:
- Provide front-line IT support to staff via phone, self-service portal, and occasional in-person walk-ups.
- Troubleshoot and resolve incidents related to desktop, laptop, network, and application issues.
- Support users with Windows 10/11, Microsoft Office 2016/365, Outlook, SharePoint, and other standard tools.
- Log and manage support tickets in the organisation\’s ITSM tool (IFS Assyst).
- Escalate issues in line with agreed processes and service levels.
- Visit user desks or remote offices when required to provide on-site support and equipment setup.
- Maintain accurate asset and configuration records.
- Contribute to knowledge base articles and standard operating procedures.
Skills and Experience:
- Proven experience in a Service Desk or 1st/2nd Line IT Support role.
- Strong knowledge of:
- Windows 10/11
- Microsoft 365 (Outlook, Office, SharePoint)
- Active Directory and Exchange Management Console
- Intune device management
- Good understanding of ITIL-based processes (incident, change, problem, configuration).
- Experience with ITSM tools such as IFS Assyst (or similar).
- Excellent communication skills and a strong customer service approach.
- Able to adapt quickly, think on your feet, and work effectively in a dynamic support environment.
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IT Support Analyst employer: DataCareers
Contact Detail:
DataCareers Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Support Analyst
✨Tip Number 1
Familiarise yourself with the specific ITSM tool mentioned in the job description, IFS Assyst. If you have experience with similar tools, be ready to discuss how your skills can transfer to this system during the interview.
✨Tip Number 2
Brush up on your knowledge of Windows 10/11 and Microsoft 365 applications, especially Outlook and SharePoint. Be prepared to demonstrate your troubleshooting skills and provide examples of how you've resolved issues in these areas.
✨Tip Number 3
Since customer service is a key aspect of this role, think of specific instances where you've gone above and beyond to help users. Prepare to share these stories to showcase your strong communication skills and customer service approach.
✨Tip Number 4
If you hold or have held NPPV3 or SC Clearance, make sure to highlight this in your discussions. If not, consider mentioning your willingness to undergo the clearance process, as it shows your commitment to the role and understanding of its requirements.
We think you need these skills to ace IT Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support roles, particularly focusing on your skills with Windows 10/11, Microsoft 365, and ITSM tools like IFS Assyst. Use keywords from the job description to catch the employer's attention.
Craft a Strong Cover Letter: Write a cover letter that showcases your customer service skills and your ability to troubleshoot technical issues. Mention any relevant certifications or clearances you hold, such as NPPV3 or SC Clearance, as these are highly desirable for this role.
Showcase Problem-Solving Skills: In your application, provide specific examples of how you've successfully resolved IT issues in previous roles. This could include details about the types of incidents you handled and the impact of your solutions on user satisfaction.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which is crucial in an IT support role.
How to prepare for a job interview at DataCareers
✨Showcase Your Technical Skills
Be prepared to discuss your experience with Windows 10/11, Microsoft 365, and ITSM tools like IFS Assyst. Highlight specific examples of how you've resolved technical issues in the past, as this will demonstrate your hands-on expertise.
✨Emphasise Customer Service
Since this role involves providing support to users, it's crucial to showcase your customer service skills. Share instances where you went above and beyond to assist a user or improve their experience, as this will reflect your commitment to high standards.
✨Familiarise Yourself with ITIL Processes
Understanding ITIL-based processes is key for this position. Brush up on incident, change, problem, and configuration management principles, and be ready to discuss how you've applied these in previous roles.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think of common IT issues you’ve encountered and how you resolved them, as well as how you would handle difficult situations with users.
