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For Companies At a Glance
- Tasks: Provide top-notch technical support and resolve user queries efficiently.
- Company: Join Leicestershire County Council, a supportive and customer-focused team.
- Benefits: Competitive salary, hybrid working, and opportunities for professional growth.
- Other info: Dynamic work environment with a focus on first-time fixes and customer satisfaction.
- Why this job: Be the first point of contact and make a real difference in users' tech experiences.
- Qualifications: Knowledge of MS Office, strong customer service skills, and familiarity with help desk systems.
The predicted salary is between 22100 - 28600 £ per year.
£25,191 - £28,605 – Plus Benefits – Hybrid Working Pattern
Your New Company
Hays Recruitment have partnered with Leicestershire County Council in the search for a 1st line Technical Support Analyst. Working as part of a team of 7, you will be the first point of contact for users, supporting on infrastructure, applications and equipment. The team is extremely customer focussed, prioritising a first time fix approach. The queries are a mix of calls, webchat and some face to face, depending on the customer requirements.
Your new role will involve:
- Deliver incident resolution and request fulfilment to users contacting the Service Desk.
- Ensure that incident and request information is recorded and updated correctly within the ITSM Incident Management tool and closed where possible.
- Escalate promptly all recorded incidents and requests that cannot be quickly resolved or where skills or permission sit in other teams.
- Investigate thoroughly and record findings of all incidents and requests, summarising notes where escalation is required.
- Ensure that agreed quality/performance SLAs are maintained as directed.
- Maintain customer self-help and FAQ guides.
What you need to succeed:
- Knowledge of MS Office Suite / O365, SharePoint, basic fault finding / diagnostics and equipment testing.
- Strong customer orientated skills.
- Knowledge of AI chatbots and webchat technology.
- Experience with help desk ticketing systems.
- Understanding the importance of updating customers and managing expectations.
- Ability to be customer lead and prioritise a 1st time fix approach.
The role is on a 4 week shift pattern and you will need to be within 45 minutes of the location and have your own transport. Sponsorship is not available for this role.
Technical Support Analyst in Leicester employer: Artesano
Contact Detail:
Artesano Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Analyst in Leicester
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on Leicestershire County Council. Understanding their values and how they operate will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your customer service skills! Since this role is all about being customer-focused, think of examples from your past experiences where you’ve successfully resolved issues for customers. Be ready to share these stories during your interview to demonstrate your ability to prioritise a first-time fix approach.
✨Tip Number 3
Brush up on your technical knowledge! Make sure you’re comfortable discussing MS Office Suite, O365, and basic fault-finding techniques. Being able to talk confidently about these tools will show that you’re prepared and capable of handling the technical aspects of the job.
✨Tip Number 4
Apply through our website! We want to make sure your application gets the attention it deserves. By applying directly through StudySmarter, you’ll be taking a step towards landing that Technical Support Analyst role with ease!
We think you need these skills to ace Technical Support Analyst in Leicester
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Technical Support Analyst role. Highlight your experience with MS Office Suite, O365, and any help desk ticketing systems you've used. 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 providing top-notch customer support and how you prioritise a first-time fix approach. Let us know what makes you the perfect fit for our team.
Show Off Your Customer Skills: Since this role is all about being customer-focused, make sure to showcase your strong customer service skills in your application. Share examples of how you've successfully resolved issues or managed customer expectations in the past.
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and we’ll be able to review your application quickly. Don’t miss out on this opportunity to join our fantastic team!
How to prepare for a job interview at Artesano
✨Know Your Tech Basics
Brush up on your knowledge of MS Office Suite, O365, and basic fault-finding techniques. Be ready to discuss how you've used these tools in past roles or projects, as this will show your technical competence.
✨Customer Service is Key
Since the role is heavily customer-focused, prepare examples of how you've successfully resolved customer issues in the past. Highlight your ability to manage expectations and ensure a first-time fix approach.
✨Familiarise Yourself with ITSM Tools
Get to grips with ITSM Incident Management tools and help desk ticketing systems. If you have experience with any specific tools, be sure to mention them and explain how you used them to improve service delivery.
✨Practice Your Communication Skills
As you'll be the first point of contact for users, practice explaining technical concepts in simple terms. Role-play common scenarios with a friend to build your confidence in handling calls, web chats, and face-to-face interactions.