At a Glance
- Tasks: Provide top-notch IT support and solve tech issues for students and staff.
- Company: Join a dynamic higher education institution in London.
- Benefits: Competitive day rate, hybrid work model, and hands-on experience.
- Other info: Great opportunity for career growth and skill development in IT.
- Why this job: Be the go-to tech hero and make a difference in the university community.
- Qualifications: Customer service skills and a passion for technology are essential.
The predicted salary is between 30000 - 40000 £ per year.
Location: Uxbridge (Hybrid)
Duration: 3 Months Initially
Day Rate: 300
IR35: Outside
Role Overview
We are seeking a customer-focused IT Support Officer to provide high-quality, front-line IT support to users within a higher education environment. Acting as the first point of contact for IT queries, you will deliver technical assistance across various channels including in-person, phone, email, and chat. The role requires a proactive approach to problem-solving, a strong customer service ethic, and the ability to work collaboratively within a wider IT support team.
Key Responsibilities
- Provide friendly, professional, and customer-focused front-of-house IT support
- Assist users with device connectivity, printing, software access, and general IT enquiries
- Monitor, prioritise, and resolve support tickets within agreed service levels
- Deploy and support hardware and equipment in line with institutional standards
- Apply ITIL-aligned service management processes
- Investigate and escalate incidents, documenting key actions and outcomes
- Support user testing, pilot rollouts, and feedback gathering for new services
- Supervise and support junior team members during operational hours
- Maintain accurate documentation and update the internal knowledge base
- Deliver basic training and user guidance on supported systems and software
- Support university events such as exams, enrolment, and registration
- Ensure compliance with IT and Health & Safety policies, including risk assessments
- Participate in process improvement initiatives and service reviews
IT ServiceDesk Analyst. Job in London Move Collective Jobs employer: Broughton Group
As an IT ServiceDesk Analyst at our Uxbridge location, you will be part of a dynamic and supportive team within a higher education environment that values customer service and collaboration. We offer a hybrid working model, competitive day rates, and opportunities for professional growth, ensuring that you can develop your skills while contributing to meaningful projects that enhance the student experience. Our inclusive work culture encourages innovation and teamwork, making it an excellent place for those looking to make a positive impact in the IT support field.
StudySmarter Expert Advice🤫
We think this is how you could land IT ServiceDesk Analyst. Job in London Move Collective Jobs
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Broughton Group.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Broughton Group. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace IT ServiceDesk Analyst. Job in London Move Collective Jobs
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Broughton Group.
How to prepare for a job interview at Broughton Group
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Broughton Group's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Broughton Group offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
