A unique opportunity to join and grow within a leading technology provider, serving the financial services sector. You will be the client's first point of contact, responding to service requests and incidents, where appropriate escalating to the relevant teams. Your role's primary focus will be providing remote support to our clients. This position requires a high level of professionalism while performing daily support tasks as required. Experience working directly with end users on a daily basis along with a passion to deliver superior customer experience and technology is required.
Responsibilities (including but not limited to the following as required):
- Provide best in class technical support to our clients primarily via phone and email but on occasions also onsite at client offices.
- Effectively communicate with both clients and peers ensuring timely responses.
- Record all work activities in a timesheet in our ticketing system (ConnectWise).
- Must be able to multi-task client issues when applicable.
- Document technical issues and take ownership of escalating issues to the appropriate SME team.
- Must be amenable to occasional travel.
- Must meet the minimum standard for personal key performance indicators.
- Must contribute to the overall success of team mandated goals and key performance indicators.
- Must be flexible regarding duties and hours of work, there will be occasional requirements to work out of hours for client onboardings and other project work.
Proficiencies:
- Incredible sense of pride and passion for what you do and a desire to help your teammates.
- Must be neat, organised, energetic, and show initiative.
- Support and provide expertise of the evolving Microsoft 365 suite of products, self-learning and self-training new products and services when applicable.
- Experience with advanced hardware troubleshooting and the installation of core Networking equipment.
Technical Skills:
- Create/Manage Active Directory accounts, groups & permissions.
- Duo Security and other two factor authentication applications.
- Microsoft 365.
- Microsoft Entra/Azure Active Directory/Intune.
- Troubleshoot hardware (video cards, USB & peripheral devices, and drivers, etc.).
- Understanding of Networking fundamentals.
- VMware vSphere administration.
- Install, configure & manage print queues.
- Troubleshoot DNS, DHCP and TCP/IP issues.
- Experience administering Windows 10/11 and Server 2012 and above.
- Experience administering Windows Server 2012 and above.
Nice To Haves:
- Ability to learn new technologies and systems quickly.
- Experience managing or working in a multi-tenant environment.
- Experience working in Financial services and/or MSP space.
- Microsoft certified.
- Ability to work through issues methodically.
- Basic experience with policy management (Group Policy & Intune).
- Experience in support Mac OS X devices.
Qualifications:
- Minimum 3 years' experience working in IT roles demonstrating excellent customer service and support.
- Relevant professional qualifications a plus.
- Great attitude, team player always willing to pitch in and take on new tasks.
- Proactive/flexible nature.
What You Can Expect:
- Generous annual leave entitlement plus bank holidays (pro-rata if part-time working hours apply).
- Gym discount.
- Life insurance.
- Comprehensive travel insurance for you and your family in line with scheme rules.
- Confidential well-being and counselling support.
- Competitive Compensation.
- Contributory pension scheme.
- Company events.
- Private Medical and Dental Insurance.
You'll Love This Job If:
- You are highly STRATEGIC: You are always looking for opportunities to produce the best work output with the most efficiency.
- You are extremely ORGANISED: You are not overwhelmed by the thought of tackling multiple tasks simultaneously.
- You are DETAIL ORIENTED: You appreciate the importance of having detailed and precise information.
- You are a strong COMMUNICATOR: You are a people person and collaborate well with others.
- You are AGILE: You adapt well to changing needs and priorities and are able to pivot easily to achieve goals and deadlines.
- You are PASSIONATE: about your work and support the people at this company.
Polite Notice to Recruitment Agencies: We are recruiting for this role directly, but we do have a preferred supplier list of valued recruitment partners who support us when we need a little extra help. If you are not one of our preferred recruitment partners, we won't accept your CV introductions or grant any candidate ownership to any introductions that you make. Abacus Information Technology Limited is an equal opportunities employer. We value diversity and promote equality across our business. The terminology used in this advert is not intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. Therefore, we welcome qualified applicants from all sections of society and are always happy to discuss reasonable adjustments and/or additional arrangements as required to support your application. This role may be subject to a background check after an employment offer has been made, and final employment will be subject to a positive result; in addition, a reference and DBS check may be requested at the final stage of the process.
StudySmarter Expert Advice🤫
We think this is how you could land Analyst, Enterprise Service Desk in Edinburgh
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Abacus Consulting. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Abacus Consulting before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Abacus Consulting:Your cover letter is your chance to shine! Tell us why you want to work at Abacus Consulting specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Abacus Consulting!
How to prepare for a job interview at Abacus Consulting
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
