At a Glance
- Tasks: Deliver top-notch customer service and resolve IT issues via phone, email, and in-person.
- Company: Join BUUK Infrastructure, a leader in driving the UK towards net zero.
- Benefits: Enjoy competitive pay, generous holidays, and a supportive work culture.
- Other info: Be part of an award-winning culture that values wellbeing and diversity.
- Why this job: Make a real difference while developing your IT skills in a dynamic environment.
- Qualifications: GCSEs in English and Maths, plus experience in IT support and customer service.
The predicted salary is between 30000 - 40000 £ per year.
Responsibilities
- Provide excellent customer service via telephone, email, and the ITSM system.
- Maintain high standards for BUUK internal service levels.
- Work in a front‑of‑house position offering in‑person customer and technical services.
- Log, investigate, resolve and/or manage incidents and service requests to completion with satisfactory customer resolution.
- Proactively manage communication for all incident/request statuses through to resolution.
- Provide user support and coaching for end‑users utilizing BUUK systems.
- Maintain rapport with customers by understanding their role within the organization.
- Complete the setup of new starters, role changes and leavers.
- Offer first‑line support out of hours as specified on the team rota.
- Execute any other appropriate duties as required by the Service Desk manager.
- Required Qualifications
- ICT GCSE grade C/5 in English and Maths, or equivalent.
- Experience working within an IT service desk / IT support environment.
- Customer‑services background.
- Experience supporting Microsoft operating systems, Active Directory and Exchange.
- Excellent verbal communication skills in person, phone or virtual meetings.
- Excellent written communication skills.
- Excellent problem‑solving skills.
- Highly organized and self‑motivated.
- Ability to deal with potentially stressful situations calmly.
- Assertive, confident, positive and professional manner.
- Ability to prioritize to achieve SLA targets.
- Maintain high attention to detail.
Desirable Qualifications
- Comp TIA A, Network, Security or equivalent IT certification.
- A‑level Grade C or above / BTEC or equivalent.
- Degree or equivalent ITIL certification.
- Support based Microsoft technologies accreditation.
- Knowledge of Remote Desktop Services technologies.
- Network troubleshooting experience.
- Knowledge of DHCP, DNS and VPN.
- Experience using ITSM packages.
- Knowledge of smartphone & mobile device support.
- Ability to troubleshoot IT‑related issues.
- Good understanding of IT security and awareness of cyber security best practices.
- Technologies and Tools
- Active Directory
- ITIL framework
- ITSM system
- Mobile network and security technologies
- VPN solutions
- ASP. NET
Benefits and Culture
At BUUK Infrastructure, we are on a mission to be the leading utility partner driving the UK towards net zero.
With over 30 years of innovation and change, we offer a supportive work environment that enables our employees to thrive.
We provide a competitive benefits package, including a cost‑of‑living annual pay review, pension contributions, generous holiday allowance and enhanced family leave.
We promote an award‑winning culture focused on wellbeing and safety.
We are an equal opportunity employer and welcome applicants from all backgrounds.
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StudySmarter Expert Advice🤫
We think this is how you could land IT Service Desk Analyst in Woolpit
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at BUUK Infrastructure. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like BUUK Infrastructure before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace IT Service Desk Analyst in Woolpit
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to BUUK Infrastructure:Your cover letter is your chance to shine! Tell us why you want to work at BUUK Infrastructure specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at BUUK Infrastructure!
How to prepare for a job interview at BUUK Infrastructure
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
