At a Glance
- Tasks: Diagnose and resolve IT issues while providing top-notch customer support.
- Company: Join a dynamic tech company that values innovation and teamwork.
- Benefits: Enjoy private medical, pension, gym membership, and 25 days annual leave.
- Other info: Fast-paced environment with opportunities for personal and professional growth.
- Why this job: Kickstart your IT career and make a real difference in customer satisfaction.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 28000 - 28000 £ per year.
Contract Type: Permanent Full-Time
Salary: Up to £28,000
Benefits: Private Medical, Pension, 25 days annual leave, Gym Membership, Cycle to Work Scheme, Employee Assistance Programme
Location: Onsite
Working Hours: Shift pattern between 0800 and 1745
Role Responsibilities:
- Diagnose and resolve a variety of IT problems across an extensive range of technologies within our service level agreements.
- Raise, update, and resolve case records using the IT Helpdesk system with detail and accuracy.
- Be proactive with case follow‑ups and ensuring customer satisfaction according to our KPIs.
- Achieve individual KPIs and contribute to the success of the department.
- Answer telephone calls from customers with technical problems and queries.
- Attend customer premises when required, troubleshooting hardware problems in PCs or laptops such as RAM, motherboards, or hard drive failures.
- Create, administer, and disable Active Directory objects.
- Perform administrative tasks within phone systems, including creating extensions, call groups, and voicemail changes.
- Perform software updates and installations on end users' workstations and servers.
- Raise cases from emails received by the department and from the proactive monitoring system.
- Escalate incidents to senior support team members or external suppliers when required.
- Create and update Knowledge Base Articles to share knowledge between team members and the wider organisation.
- Take an active part in the development of the department by suggesting improvements to working procedures in line with our ISO accreditations.
Skills, Knowledge & Experience:
- Proven experience working within a customer service based role.
- Excellent verbal communication skills with the ability to communicate effectively with technical and non‑technical customers.
- Organisation and time management skills.
- Problem solving and capable of gathering relevant data and identifying potential improvements and alternatives in a logical manner.
- Highly motivated, manage own workload and meet deadlines while working under pressure in a fast‑paced, dynamic environment.
To be considered for this position, you must have full rights to work in the UK.
Acora is an equal opportunity employer, committed to providing equal opportunities regardless of race or ethnic origin, gender identity, family situation, sexual orientation, disability, religion or age. We hire our people on the basis of qualifications, merit, skills, and business need. We are a Level 1 Disability Confident Committed Employer and will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive equitable benefits and all privileges of employment. Please contact us to request any reasonable adjustments.
1st Line IT Support Technician — Onsite Role in London employer: Acora - IT, Cyber & AI
Acora is an exceptional employer that prioritises employee well-being and professional growth, offering a competitive salary of up to £28,000 along with comprehensive benefits such as private medical insurance, a generous pension scheme, and 25 days of annual leave. Our vibrant work culture fosters collaboration and innovation, ensuring that our 1st Line IT Support Technicians thrive in a supportive environment while having access to opportunities for skill development and career advancement.
Contact Details:
Acora - IT, Cyber & AI Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line IT Support Technician — Onsite Role in London
✨Tip Number 1
Get to know the company before your interview! Research their values, culture, and recent projects. This will help you tailor your answers and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your problem-solving skills! Since you'll be diagnosing IT issues, try some mock scenarios with friends or family. This will boost your confidence and prepare you for those tricky questions during the interview.
✨Tip Number 3
Don’t forget to showcase your customer service experience! Be ready to share specific examples of how you've helped customers in the past. This will highlight your communication skills and ability to handle technical queries effectively.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen on joining us at StudySmarter. We can’t wait to see what you bring to the table!
We think you need these skills to ace 1st Line IT Support Technician — Onsite Role in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the 1st Line IT Support Technician role. Highlight your customer service experience and any technical skills that match the job description. We want to see how you can bring value to our team!
Craft a Catchy Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about IT support and how your skills align with our needs. Keep it friendly and professional, just like we are at StudySmarter.
Showcase Problem-Solving Skills:In your application, don’t forget to mention specific examples of how you've solved IT problems in the past. We love seeing candidates who can think on their feet and tackle challenges head-on!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Acora - IT, Cyber & AI
✨Know Your Tech
Brush up on your technical knowledge related to common IT issues, especially those mentioned in the job description. Be ready to discuss how you've diagnosed and resolved similar problems in the past.
✨Customer Service Focus
Since this role is customer-facing, prepare examples that showcase your excellent verbal communication skills. Think of times when you turned a frustrated customer into a satisfied one through effective problem-solving.
✨Show Your Proactivity
Demonstrate your proactive approach by discussing how you've followed up on cases or suggested improvements in previous roles. This will show that you're not just reactive but also committed to enhancing customer satisfaction.
✨Familiarise with Tools
Get to know the IT Helpdesk systems and Active Directory basics if you're not already familiar. Mentioning your experience with these tools during the interview can set you apart as a candidate who’s ready to hit the ground running.
