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- Tasks: Provide first-line support to clients via phone, email, and ticketing system.
- Company: Join Bluebell IT Solutions, a Microsoft Silver partner offering tailored IT services across various industries.
- Benefits: Enjoy a competitive salary, gym membership, 25 days holiday, and ongoing training opportunities.
- Why this job: Be part of a team dedicated to exceptional client satisfaction in a fast-paced IT environment.
- Qualifications: 1 year experience in a Technical Service Desk role with strong communication and problem-solving skills.
- Other info: Opportunities for career growth into roles like Network Engineer or Service Delivery Manager.
The predicted salary is between 18700 - 22700 £ per year.
Bluebell IT Solutions offers a range of IT management and consultancy services and is a Microsoft Silver partner and Cyber Essentials Plus certified. Located in Blisworth, we serve Milton Keynes, Northamptonshire, Buckinghamshire, and Bedfordshire. We deliver tailored solutions to a diverse range of industries including education, health care, manufacturing, construction, financial services, transport, and hospitality. Our services include IT infrastructure, management, consultancy, cloud services, and security. Our team has extensive experience in IT management and support, storage and data protection, cyber security, and Microsoft 365, ensuring robust and reliable solutions for our clients.
Salary Bracket: £22,000 - £27,000 (Depending on experience)
The number one goal of everyone in our team is to make our clients exceptionally happy. The Technical Support Analyst plays an important role in making sure that happens. The Technical Support Analyst handles the first level support requests that come in from our clients. They are the first to touch a helpdesk ticket and make sure that the issue is handled quickly and the client is informed of what to expect every step of the way. When help is needed the Technical Support Analyst can get help from or escalate issues to other members in the Operations Team.
The successful candidate should have:
- A minimum of 1 year experience working in a busy Technical Service Desk role, ideally at an MSP
- Excellent customer service and communication skills (verbal and written)
- Be able to drive to Blisworth for the shift
- Ability to prioritise tasks on a busy and fast paced Service Desk
- Ability to work well in a team and under own initiative
- Great problem-solving skills
RESPONSIBILITIES
- Acting as the first point of contact via phone, email or ticket
- Providing a friendly, quick and helpful experience for our clients
- Providing 1st level support remotely
- Escalating tickets to 2nd line team and collaborating with team members
Use of our ticketing system:
- Use our ticketing system to work on and resolve helpdesk tickets & service requests
- Managing and recording all work through our ticketing system
- Make sure that client documentation is well maintained
- Split tickets that have several issues into their own individual ticket
- Make sure that tickets aren’t “stale” throughout the process
Use of our monitoring and management tool:
- Review RMM dashboard and apply remediation actions as indicated by our processes
- Review regularly scheduled/automated actions as indicated by our processes
Communication, Reporting and Risk:
- Escalate tickets that require Technical Support Analyst assistance
- Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
- Identify, communicate and mitigate potential risks to the account manager and clients
Teamwork:
- Follow the schedule provided by the Operations Manager
- Follow all our security procedures, keeping a vigilant eye for security issues
- Identify opportunities for improvement and make constructive suggestions for change
- Undertake other duties as required by the Operations Manager
SKILLS
- A love of (and ability to) solve problems & challenges
- Great communications skills, founded in being a good listener
- An understanding of support tools, techniques and how technology is used to provide services
- Strong understanding of operating systems, business applications, printing systems and network systems
- Must be able to type quickly and accurately while talking on the phone
- A deep desire to deliver an amazing client experience
- Knowledge of IT Applications, Software & Hardware
- The ability to keep up with & adapt to the fast-paced IT world
Technical Skills:
- Microsoft 365
- Microsoft Azure/Entra & Intune
- Microsoft Windows
- Desktop & server operating systems
- Infrastructure
- Basic network concepts
- Basic understanding of security concepts
Benefits:
- Company pension
- Gym membership at office location
- Free on-site parking
- Employee Assistance and Wellbeing Program
- 25 days holiday a year
- High powered laptop
- A proactive approach to ongoing training to help you develop life-long skills
Training:
- Training certification paths will be provided with access to world class training platforms which include:
- CompTIA Qualifications
- Microsoft Qualifications
- Networking & Security Courses
CAREER GROWTH
For someone looking to progress their role, the Technical Support Analyst naturally leads into roles such as: the 2nd Line Support Analyst, Network Engineer, Solutions Architect, Account Manager, or Service Delivery Manager.
Technical Support Analyst - 1st Line employer: Bluebell IT Solutions
Contact Detail:
Bluebell IT Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Analyst - 1st Line
✨Tip Number 1
Familiarise yourself with the specific tools and technologies mentioned in the job description, such as Microsoft 365 and Azure. Having hands-on experience or even just a solid understanding of these platforms can set you apart from other candidates.
✨Tip Number 2
Demonstrate your customer service skills during any interactions you have with us. Whether it's through a phone call or an email, showing that you can communicate effectively and provide a friendly experience will highlight your suitability for the role.
✨Tip Number 3
Prepare to discuss your problem-solving abilities in detail. Think of specific examples where you've successfully resolved technical issues or improved processes, as this will showcase your capability to handle the responsibilities of a Technical Support Analyst.
✨Tip Number 4
Research Bluebell IT Solutions and understand their client base and services. Being knowledgeable about the company will not only help you tailor your responses but also demonstrate your genuine interest in joining our team.
We think you need these skills to ace Technical Support Analyst - 1st Line
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience, especially in technical support roles. Emphasise your customer service skills and any specific IT knowledge that aligns with the job description.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for IT support and your problem-solving abilities. Mention specific experiences where you successfully resolved issues or improved client satisfaction.
Highlight Relevant Skills: In your application, clearly list your technical skills, particularly those mentioned in the job description, such as Microsoft 365, Azure, and customer service capabilities. Use examples to demonstrate these skills.
Show Enthusiasm for Client Satisfaction: Since the role focuses on making clients happy, express your commitment to excellent customer service in your application. Share any past experiences where you went above and beyond to assist clients.
How to prepare for a job interview at Bluebell IT Solutions
✨Showcase Your Customer Service Skills
As a Technical Support Analyst, you'll be the first point of contact for clients. Highlight your previous experience in customer service and provide examples of how you've effectively communicated with clients to resolve issues.
✨Demonstrate Problem-Solving Abilities
Prepare to discuss specific challenges you've faced in past roles and how you approached solving them. This will show your potential employer that you have the analytical skills necessary for the job.
✨Familiarise Yourself with Relevant Technologies
Brush up on your knowledge of Microsoft 365, Azure, and other relevant technologies mentioned in the job description. Being able to speak confidently about these tools will demonstrate your readiness for the role.
✨Ask Insightful Questions
Prepare thoughtful questions about the company culture, team dynamics, and the specific responsibilities of the role. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
