At a Glance
- Tasks: Provide top-notch technical support and troubleshoot IT issues for users.
- Company: Join a dynamic firm that values collaboration and excellence.
- Benefits: Gain hands-on experience, develop your skills, and enjoy a supportive work environment.
- Other info: Great opportunity for growth in a fast-paced, tech-driven environment.
- Why this job: Kickstart your IT career while making a real difference for clients and colleagues.
- Qualifications: Passion for IT, strong communication skills, and a customer service mindset.
The predicted salary is between 40000 - 44659 £ per year.
The Trainee Helpdesk Analyst will be responsible for delivering a high-quality service in line with the firm’s policies and procedures. They will consistently demonstrate values driven behaviour by showing genuine care for clients and colleagues, striving for excellence through going above and beyond and fostering a culture of collaboration and teamwork.
Key Responsibilities:
- Assist with troubleshooting, maintaining, developing and enhancing key systems or applications in line with agreed service levels or practices.
- Assist with maintaining and improving existing systems to ensure reliability, performance and continued alignment with business needs.
- Providing effective 1st line (or escalated 1st line within specialised team) technical support by diagnosing, resolving and escalating technical issues or bugs appropriately.
- Installing, configuring, developing and supporting IT assets to ensure users are equipped to perform their roles effectively. This can apply to both hardware and software.
- Working collaboratively between specialised IT teams to maintain agreed service delivery standards.
- Maintaining clear, timely communication with users regarding incident, request, problem or change progress and resolution to manage expectations and deliver a high standard of customer service.
- Identifying opportunities for technological improvement and contributing ideas to enhance systems, processes and business capability.
- Maintaining accurate and up-to-date technical documentation for processes, common tasks, applications, integrations and changes.
- Applying initiative and problem-solving skills to technical challenges while seeking guidance and collaboration where appropriate.
- Delivering a strong internal customer service experience by responding professionally and constructively to business and user needs.
- Demonstrate an ability to learn and recognise IT service management and information security standards. These can include ITIL, Scrum/Agile and relevant ISO frameworks.
- Think logically and systematically.
Qualifications (Essential):
- HNC, HND, Degree (or equivalent experience) in a related computing field.
- Newly qualified or demonstrable experience in applicable IT Field.
- Experience of working with (using/configuring/administering) computer software or hardware.
- Excellent written and verbal communication skills.
- Excellent organisational skills.
- High levels of accuracy with an eye for detail.
- Experience delivering project work.
- Previous experience in a professional environment.
- Previous experience of working with a formal ticket/task management tool (such as DevOps).
Requirements specific to Department:
- Customer Service Driven approach to working is imperative.
- Logical and methodical approach to troubleshooting.
Trainee Helpdesk Analyst employer: Aberdein Considine
Aberdein Considine is an excellent employer, offering a supportive and collaborative work culture in the heart of Glasgow. With a strong focus on employee development, you will have ample opportunities for growth while contributing to a team that values high-quality client service. Enjoy a dynamic work environment where your contributions are recognised and rewarded, making it a fulfilling place to advance your career as a Private Client Legal Assistant.
StudySmarter Expert Advice🤫
We think this is how you could land Trainee Helpdesk Analyst
✨Join Customer Support Communities
Get involved in online forums and communities dedicated to customer support, like those on Reddit or specialised Facebook groups. Networking with industry peers can open doors to trainee opportunities with companies like Aberdein Considine.
✨Attend Local Job Fairs
Check out local job fairs and career expos, especially those focusing on customer service roles. Meeting potential employers face-to-face can give you an edge over others applying for the trainee position at Aberdein Considine.
✨Leverage Your University Resources
If you're still in education, make use of your university's career services—they often have strong ties with companies looking for trainees. They might have insider knowledge about openings at places like Aberdein Considine that you're keen on.
✨Showcase Your Soft Skills
Since customer support is all about people, highlight your communication and problem-solving skills in your interactions. When you apply to Aberdein Considine, make sure they see your passion for helping others!
We think you need these skills to ace Trainee Helpdesk Analyst
Some tips for your application 🫡
Show off your people skills!:For a customer support trainee role, it's super important to highlight any experience you have in dealing with customers, whether that's through part-time jobs, volunteering, or even helping out at events. We want to see how you connect with people, so share examples of how you've successfully resolved issues or enhanced someone's experience.
Tailor your CV to us!:When applying for a trainee role at Aberdein Considine, make sure your CV reflects your enthusiasm for customer support. List any relevant experiences, even if they're informal, and don't forget to mention your communication skills. A concise, clear layout will help us see how you're a perfect fit for our team.
Write about your learning goals!:Since this is a trainee position, we love seeing your motivation to learn and grow. In your cover letter, let us know what you hope to gain from working with us at Aberdein Considine. This could include specific skills or knowledge areas—show us you’re keen to dive in and develop your customer support expertise!
Demonstrate your problem-solving skills!:Customer support is all about solving problems, so make sure to highlight any experiences where you've had to think on your feet! Whether it was a tricky school project or helping a friend out, share how you approached the issue and what the outcome was. This will show us you're ready for the challenges at Aberdein Considine.
How to prepare for a job interview at Aberdein Considine
✨Know Your Customer Support Basics
Make sure you're familiar with the key skills in customer support, like active listening and empathy. Expect questions on how to handle difficult customers or resolve common issues – we might want to hear how you’d approach a real-life scenario, so think of a few examples where you showcased these skills.
✨Brush Up on the Tools
Familiarise yourself with common customer support tools like Zendesk or Freshdesk. Even if you haven't used them before, understanding how they work will show Aberdein Considine that you’re proactive and willing to learn. They might ask about your experience with similar software or how you'd adapt quickly to new tools.
✨Show Your Willingness to Learn
As a trainee, emphasising your desire to learn and grow is crucial. Think about what you hope to gain from this experience at Aberdein Considine and be ready to discuss how you plan to develop your skills in customer support. Demonstrating a positive attitude and openness to feedback can go a long way!
✨Prepare for Role-Playing
In customer support interviews, it's fairly common to have a role-playing exercise where you'll need to handle a customer query. Practice your approach not just in resolving issues, but also in how you communicate clearly and professionally. This is your chance to shine, so don’t hesitate to showcase your verbal skills!
