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- Tasks: Assist clients with software, hardware, and network issues while providing top-notch customer service.
- Company: Join a dynamic team at our flagship Service Centre, focused on innovation and support.
- Benefits: Gain valuable experience, develop technical skills, and enjoy a supportive work environment.
- Why this job: Make a real difference by solving problems and improving processes for our clients.
- Qualifications: Experience in service desk support and knowledge of Windows, Office 365, and networking.
- Other info: Perfect opportunity for growth in a fast-paced, collaborative setting.
The predicted salary is between 30000 - 42000 £ per year.
To work alongside and assist the Shared Service Desk Team providing remote software, hardware and network problem resolutions to our clients. You will be based within our flagship Service Centre and will work within the Service operations team, supporting multiple clients - Supported by the Shift Manager. Interfacing incidents, requests and problems impacting delivery of BAU services. Identifying and suggesting improvements to the process and procedures used by the Service Desk and any trends or reoccurring issues that have been identified.
- Acting as a point of contact for Technical escalations within the Service Desk Team, working alongside and feeding back resolutions to the team.
- Managing incidents, requests and problems.
- Providing a first class level of service by meeting or exceeding contractual SLAs, KPIs and Customer Satisfaction across all clients.
- Ensure the highest level of trouble shooting is applied to every customer contact made through the use of agreed scripts and processes.
- Supporting all modes of customer contact are monitored and responded to – Telephone calls, Emails, Self-service tickets.
- Providing 1st and 2nd line remote support.
- Recording and maintaining the knowledge and known error database.
- Proactively identify process, system, template and standard documentation improvement opportunities within the team, highlighting accordingly to the Shift Manager.
- Following agreed processes and contributing to their continual improvement.
Requirements:
- Previous experience within Service Desk onsite support of corporate clients.
- Technical knowledge of and previous experience of supporting; Windows Operating Systems, Office 365/Office Applications, Microsoft Exchange, Azure, Mobile Device Management.
- Working knowledge of networking (firewalls, routers and switches).
Skills:
- Excellent Customer Service skills.
- Strong interpersonal skills.
- Ability to manage each Customer as an individual.
- Demonstrative 'Can do' attitude at all times.
- Flexible.
- Punctual at all times.
- Team Player.
- Excellent communication skills.
- Ability to work under pressure, using your own initiative and to tight deadlines in a target driven environment.
- Excellent multi-tasking skills.
Junior Desktop Support Analyst in London employer: Acora Limited
Contact Detail:
Acora Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Junior Desktop Support Analyst in London
✨Tip Number 1
Network, network, network! Reach out to your connections on LinkedIn or even in person. Let them know you're on the lookout for a Junior Desktop Support Analyst role. You never know who might have a lead or can put in a good word for you!
✨Tip Number 2
Prepare for interviews by practising common questions related to desktop support. Think about scenarios where you've solved technical issues or provided excellent customer service. We want you to shine and show off that 'Can do' attitude!
✨Tip Number 3
When you get an interview, research the company and its culture. Tailor your answers to reflect how you can contribute to their team and improve processes. Show them you're not just looking for any job, but this job!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive and engaged with our platform.
We think you need these skills to ace Junior Desktop Support Analyst in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Junior Desktop Support Analyst role. Highlight your experience with Windows Operating Systems, Office 365, and any customer service roles you've had. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how you can contribute to our team. Be sure to mention your 'Can do' attitude and any relevant experiences that showcase your problem-solving skills.
Show Off Your Technical Skills: In your application, don't forget to mention your technical knowledge, especially around networking and mobile device management. We love candidates who can demonstrate their understanding of these areas, so be specific about your experience!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at Acora Limited
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Windows Operating Systems, Office 365, and networking basics. Be ready to discuss how you've tackled similar issues in the past, as this will show your practical experience.
✨Show Off Your Customer Service Skills
Since this role is all about providing top-notch support, think of examples where you've gone above and beyond for a customer. Highlight your ability to manage different personalities and situations, as this will demonstrate your strong interpersonal skills.
✨Prepare for Scenario Questions
Expect questions that put you in real-life support scenarios. Practice how you would handle incidents or requests, and be ready to explain your thought process. This will showcase your problem-solving abilities and your 'can do' attitude.
✨Ask Insightful Questions
At the end of the interview, have a few questions ready about the team dynamics or the tools they use. This shows your genuine interest in the role and helps you assess if it's the right fit for you too!
