At a Glance
- Tasks: Support IT services and enhance customer experience in a dynamic tech environment.
- Company: Join Anaplan, a leader in AI-infused business decision-making.
- Benefits: Competitive salary, inclusive culture, and opportunities for personal growth.
- Other info: Work in a collaborative atmosphere with global impact.
- Why this job: Be part of a winning team that values innovation and diversity.
- Qualifications: Experience in IT support with strong problem-solving skills.
The predicted salary is between 30000 - 40000 £ per year.
At Anaplan, we are a team of innovators focused on optimizing business decision-making through our leading AI-infused scenario planning and analysis platform so our customers can outpace their competition and the market. What unites Anaplanners across teams and geographies is our collective commitment to our customers’ success and to our Winning Culture. Our customers rank among the who’s who in the Fortune 50. Coca-Cola, LinkedIn, Adobe, LVMH and Bayer are just a few of the 2,400+ global companies who rely on our best-in-class platform.
Our Winning Culture is the engine that drives our teams of innovators. We champion diversity of thought and ideas, we behave like leaders regardless of title, we are committed to achieving ambitious goals, and we love celebrating our wins – big and small. Supported by operating principles of being strategy-led, values-based and disciplined in execution, you’ll be inspired, connected, developed and rewarded here. Everything that makes you unique is welcome; join us and let’s build what’s next - together!
We seek an IT Customer Experience Support Analyst to be onsite Monday through Friday in our Manchester office. An experienced IT Services Technician with strong knowledge and experience in world-class IT service delivery will bring a positive, can-do attitude, a solid work ethic, and a desire to learn. You thrive on meeting deadlines! Candidates must have experience working in modern technology organizations capable of meeting the demanding needs of high-caliber engineers, field sales, customer success, and finance people.
Our IT Team delivers the complete life cycle of IT services for the staff at Anaplan, from onboarding and setup, to upgrade, installation, troubleshooting, repair and replacement of hardware and software solutions, asset recovery, and protection. This team also has architectural responsibilities in the areas of end-user computer infrastructure, printing, and conference room technologies, supporting AV, teleconferencing, All-Hands, and departmental events. Our team members operate in the sweet spot of focus on an empathetic, superior customer support experience, comfortable with communicating well and setting expectations while being an all-round Ace problem solver with excellent IT technical skills.
Your Impact
- Explain system issues to business or non-technical personnel
- Support end-user laptops, tablets, and mobile devices (Mac, Windows, Linux)
- Strong MacOS, Office 365 / SharePoint, and Exchange Online experience
- ServiceNow Service Management or other ticketing system knowledge
- Installation and administration of software systems and ability to provide analysis and recommendations to both technical and business units
- Surveying and analyzing systems and/or software tools and providing recommendations as requested by technical and/or business units to improve performance and efficiency, monitoring and data collection
- Strong organizational, problem-solving, and analytical skills with an acute attention to detail
- High standards of technical competency and quality of work
Your Qualifications
- Bachelor’s Degree in Computer Science, Computer Information Systems, or a similar degree or equivalent work experience
- Problem-solving whiz in Mac and Windows hardware
- Experience supporting Microsoft Office 365 suite of products (Outlook, Excel, Word, PowerPoint, etc.) on BOTH Mac and Windows
- Microsoft SCCM and InTune for Windows software/hardware admin
- Understanding of JAMF for macOS
- Understanding of Windows Server OS and ability to troubleshoot and correct problems
- Experience with VMware
- Troubleshooting skills with wireless and wired networks, firewall, and telecommunication devices
- Exceptional verbal and written communication skills
- Ability to quickly learn new skills and technologies
- Experience and familiarity with monitoring/alerting tools (i.e. PRTG, WhatsUp Gold, Logic Monitor, etc.)
- Enterprise AV/Endpoint Detection solutions (e.g. Bitdefender, Abnormal Security, Proofpoint, CrowdStrike, etc.)
- Exposure to Palo Alto Network, Cisco routers and switches, and firewalls
- Experience working as part of a hybrid onshore/offshore workforce
- Experience with US, EMEA, APAC ISPs
- Meraki/Aruba (legacy) APs
- Confluence/Jira/Jira Align
- Jira ITSM/ServiceNow ITOM/ITSM
- Access Management - Okta/Active Directory/RedHat LDAP
- Slack/Slack Grid/Atlas
- Desktop-as-a-Service (DaaS): Azure Virtual Desktop (Win) / MacStadium (Mac)
- Audio-Visual (Neat, WebEx, Zoom)
- Executive presentations (Powerpoint, Lucidchart, Lucidspark)
Our Commitment to Diversity, Equity, Inclusion and Belonging (DEIB)
We believe attracting and retaining the best talent and fostering an inclusive culture strengthens our business. DEIB improves our workforce, enhances trust with our partners and customers, and drives business success. Build your career in a place where diversity, equity, inclusion and belonging aren’t just words on paper – this is what drives our innovation, it’s how we connect, and it contributes to what makes us a market leader. We believe in a hiring and working environment where all people are respected and valued, regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes people unique. We hire you for who you are, and we want you to bring your authentic self to work every day!
We 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 accommodation.
IT Customer Experience Support Analyst in Manchester employer: Anaplan
Anaplan is an exceptional employer that fosters a Winning Culture, where innovation and customer success are at the forefront of our mission. Located in Manchester, our team thrives in a collaborative environment that champions diversity and offers ample opportunities for personal and professional growth. With a commitment to employee development and a focus on delivering world-class IT services, Anaplan provides a rewarding workplace where your unique contributions are valued and celebrated.
StudySmarter Expert Advice🤫
We think this is how you could land IT Customer Experience Support Analyst in Manchester
✨Tip Number 1
Get to know the company culture! Before your interview, dive into Anaplan's values and mission. This will help you connect with the team and show that you're genuinely interested in being part of their Winning Culture.
✨Tip Number 2
Practice your problem-solving skills! Since the role requires a knack for troubleshooting, think of examples from your past experiences where you’ve solved tech issues. Be ready to share these during your chat!
✨Tip Number 3
Show off your communication skills! As an IT Customer Experience Support Analyst, you'll need to explain complex issues simply. Prepare to demonstrate how you can break down technical jargon for non-tech folks.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the Anaplan team and contributing to their success.
We think you need these skills to ace IT Customer Experience Support Analyst in Manchester
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the IT Customer Experience Support Analyst role. Highlight relevant experience with Mac and Windows systems, as well as your problem-solving skills. We want to see how you can bring your unique flair to our team!
Show Off Your Skills:In your application, don’t just list your skills – show us how you've used them! Whether it’s troubleshooting a tricky issue or supporting a major software rollout, give us examples that demonstrate your expertise and commitment to customer success.
Be Authentic:We value authenticity, so let your personality shine through in your application. Share what makes you unique and how you align with our Winning Culture. We’re looking for someone who can bring their true self to work every day!
Apply Through Our Website:For the best chance of success, make sure to apply through our website. This way, your application goes directly to us, and we can get started on reviewing it right away. We can’t wait to see what you bring to the table!
How to prepare for a job interview at Anaplan
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of MacOS, Windows, and the Microsoft Office 365 suite. Be ready to discuss your experience with tools like ServiceNow and any troubleshooting you've done with hardware and software. The more specific examples you can provide, the better!
✨Show Off Your Problem-Solving Skills
Prepare to share real-life scenarios where you've tackled IT issues. Think about times when you had to explain complex problems to non-technical users or how you improved system performance. This will demonstrate your analytical skills and ability to communicate effectively.
✨Emphasise Customer Experience
Since this role is all about customer support, be ready to talk about how you've provided exceptional service in the past. Highlight your empathetic approach and how you set expectations with users. Remember, it's not just about fixing problems; it's about making the user feel valued.
✨Be Ready for Technical Questions
Expect some technical questions during the interview. Brush up on your knowledge of networking, firewalls, and endpoint detection solutions. If you're familiar with tools like PRTG or Logic Monitor, make sure to mention that too. Confidence in your technical abilities will go a long way!
