At a Glance
- Tasks: Provide first-line IT support and troubleshoot hardware, software, and connectivity issues.
- Company: Established organisation with a focus on IT support and customer service.
- Benefits: Hybrid working, competitive salary, and opportunities for career development.
- Other info: Full UK driving licence needed; two shift patterns available.
- Why this job: Kickstart your IT career while helping others solve tech problems.
- Qualifications: Basic technical understanding and strong customer service skills required.
We are delighted to be partnering with an established organisation seeking a 1st Line Support Analyst to join their IT team on a full-time, permanent basis, working in a hybrid environment. You will provide first-line technical support to end users, acting as the initial point of contact for IT incidents and service requests. You will troubleshoot a range of hardware, software and connectivity issues, while ensuring incidents are logged, prioritised and progressed within agreed SLAs. The role would suit someone with a strong customer service mindset, a basic technical understanding and a genuine interest in developing their IT career. The role: * Providing first-line IT support to end users across hardware, software, network and connectivity issues. * Carrying out initial troubleshooting and resolving issues where possible within agreed SLAs. * Logging and prioritising incidents and service requests using ServiceNow. * Managing service requests, including ordering and provisioning IT equipment. * Escalating more complex issues to the appropriate internal teams or third-party suppliers. * Taking ownership of customer issues and keeping users updated throughout the resolution process. * Supporting IT administration and maintaining accurate IT asset records. * Contributing to continual service improvement initiatives. * Carrying out testing when updates are released to the ServiceNow platform. Skills/Experience Required: * Basic technical understanding with the ability to troubleshoot straightforward IT issues. * Basic knowledge of network troubleshooting is desirable. * Good knowledge of Microsoft Windows and Microsoft Office 365. * Basic knowledge of iOS and Android mobile operating systems. * Strong customer service skills and a professional telephone manner. * Basic understanding of ITIL principles. * Ability to work independently and demonstrate a willingness to learn. * Strong team player who is comfortable asking questions and seeking clarification when required. Additional Notes: * Full UK driving licence and vehicle required. * Two alternating shift patterns: 8:00am–4:30pm and 9:00am–5:30pm. * Hybrid working. * The role reports to the Service Desk Team Leader. If you have a strong customer service background, a basic understanding of IT and are looking to develop your career within IT support, we would be keen to hear from you. Agilis Recruitment LTD is acting as an agency on behalf of our client. We value diversity and equal opportunity. All applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status. If you do not hear back within 5 working days of your application, please assume you have been unsuccessful in this instance
1st Line Support Analyst in Kinross employer: Agilis Recruitment Ltd
Join an industry-leading brand in Gloucestershire as the Head of Wholesale, where you will thrive in a dynamic and supportive work culture that prioritises employee well-being and growth. Enjoy hybrid working arrangements, generous discounts, and enhanced benefits after your service, all while leading a high-performance team to drive commercial success. This role offers a unique opportunity to make a significant impact within a collaborative environment, ensuring your career flourishes alongside the company's ambitions.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Support Analyst in Kinross
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Agilis Recruitment Ltd. 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 Agilis Recruitment Ltd 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!
We think you need these skills to ace 1st Line Support Analyst in Kinross
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 Agilis Recruitment Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Agilis Recruitment Ltd 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 Agilis Recruitment Ltd!
How to prepare for a job interview at Agilis Recruitment Ltd
✨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.
