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For Companies At a Glance
- Tasks: Provide first-line support to customers, troubleshoot IT issues, and ensure high-quality service.
- Company: Boxxe Group, a leading tech partner focused on people and sustainable solutions.
- Benefits: Flexible shifts, career growth opportunities, and a commitment to diversity and inclusion.
- Why this job: Kickstart your IT career while making a real difference in customer support.
- Qualifications: Experience with M365, strong communication skills, and a passion for technology.
- Other info: Join a dynamic team that values sustainability and diverse perspectives.
The predicted salary is between 30000 - 42000 £ per year.
Job Title – Managed Services Support Analyst
Location – Hemel Hempstead (This is a 24/7 – 12-hour shifts. 4 days, 4 off, 4 nights, 4 off – Night and weekend shifts are remote)
Reporting to – Managed Services Team Leader
Security Level – BPSS
For us, tech has never been about just hardware or software. It’s about people. It’s our meaningful relationships, deep expertise and practical know-how in technology that drive what we do. We put our customers, our partners and the environment at the heart of everything we do and our people are the difference that make the difference.
At boxxe, we understand, we collaborate, we simplify, we care and we deliver; together we are making tech human.
Your Mission
As part of the boxxe sales team you’ll play a meaningful role in scaling a fast-growing technology company. We’re looking for someone to join our collaborative team, working in a modern, innovative technology company with a new and different approach. We’ll provide opportunities throughout your time with us to maximise your performance and earning potential.
How you’ll fit in to the big picture
As a Managed Services Support Analyst, your primary focus will be to provide 1st line support to boxxe’s Managed Services customers on a 24/7 basis.
You will be central to the Managed Services operation with a combination of technical skills and first-class customer service. Part of your role is to understand the cause of an event and quickly resolve it with events that cannot be resolved being routed to Incident Management. This element is process driven where commitment to detail and communication are key.
You will be required to manage multiple workstreams simultaneously, meaning clear communication, meticulous timekeeping, and time logging skills are required as well as the ability to accurately follow process.
You will be exposed to a range of technologies offering an excellent opportunity to build the foundation for a career in the IT industry.
What you’ll be doing
Troubleshoot, diagnose and resolve IT issues with hardware, software and network devices.
Manage alerts from our monitoring platform – acknowledge, troubleshoot and resolve where possible.
Follow best practice for ticket management as outlined in boxxe’s Standard Operating Procedure (SOP).
Ensure a high level of first-time fixes are achieved.
Evaluate and chase up escalated tickets appropriately to ensure customer demands are met.
Manage 3rd party communication and tickets via their respective portals and email.
Appropriate and timely escalation of incidents and request to senior teams.
Provide exceptional communication between the service desk, NOC, resolver groups and end users.
Communicate at all levels within the business in both written and verbal form.
Consistently maintain a high level of customer satisfaction.
Provide regular feedback to customer regarding the status of their tickets.
Meet and exceed customer specific service level agreements (SLAs).
What experience we think you’ll need
Basic IT knowledge with a willingness to expand skills.
Basic understanding of hardware and software components
Experience using M365, Active Directory and MS Exchange
Exemplary Communication Skills including telephone manner
Previous Service Desk Experience (Desired not essential)
Experience using an ITSM Platform – ServiceNow, AutoTask or similar (Desired not essential)
Experience working with an event monitoring platform (Desired not essential)
Experience with Cisco Meraki dashboards (Desired not essential)
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Support Analyst employer: boxxe
Contact Detail:
boxxe Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Analyst
✨Tip Number 1
Get to know the company culture! Before your interview, check out Boxxe Group's values and mission. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your troubleshooting skills! Since you'll be dealing with IT issues, brush up on common problems related to M365, Active Directory, and MS Exchange. Being able to talk through your thought process during the interview can really impress them.
✨Tip Number 3
Show off your communication skills! Be ready to demonstrate how you would handle complex situations with empathy. Think of examples where you've successfully communicated with diverse audiences or resolved conflicts.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email to express your appreciation for the opportunity. It’s a great way to keep yourself top of mind and show your enthusiasm for the role.
We think you need these skills to ace Support Analyst
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Support Analyst role. Highlight your experience with M365, Active Directory, and any relevant IT support skills. We want to see how you fit into our mission of making tech human!
Showcase Your Communication Skills: Since this role involves a lot of communication, emphasise your strong telephone manners and interpersonal skills. Give examples of how you've effectively communicated with customers or team members in the past. We love clear and concise communicators!
Demonstrate Your Problem-Solving Abilities: In your application, share specific instances where you've troubleshot and resolved IT issues. We’re looking for candidates who can show they have a knack for diagnosing problems and providing solutions, just like we do at StudySmarter.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at boxxe
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of M365, Active Directory, and MS Exchange. Be ready to discuss how you've used these tools in past roles or projects. This will show that you're not just familiar with the tech but can also troubleshoot effectively.
✨Practice Your Communication Skills
Since this role involves a lot of communication, practice explaining technical issues in simple terms. You might be asked to demonstrate how you'd handle a customer query, so think about how you can convey empathy and clarity in your responses.
✨Familiarise Yourself with Ticket Management
Get to grips with ticket management best practices, especially if you have experience with ITSM platforms like ServiceNow or Autotask. Be prepared to discuss how you would manage incidents and ensure first-time fixes, as this is crucial for the role.
✨Show Your Team Spirit
Boxxe values a team-oriented mindset, so be ready to share examples of how you've collaborated with others in previous roles. Highlight any experiences where you promoted knowledge sharing or built cross-departmental relationships, as this will resonate well with their culture.
