At a Glance
- Tasks: Provide top-notch IT support to over 400 users and troubleshoot tech issues.
- Company: Join a dynamic team at a leading ICT service provider.
- Benefits: Earn £16.56 per hour with flexible shifts and growth opportunities.
- Other info: Be part of a supportive environment with diverse career paths.
- Why this job: Make a real difference in customer service while enhancing your tech skills.
- Qualifications: Experience in IT support and excellent communication skills required.
Our client is looking for an experienced ICT Service Desk Analyst. You will be a confident, effective communicator, passionate about customer service excellence with a proven track record of experience in an IT technical environment.
Responsibilities include:
- Providing operational and technical support to 400+ end users across all Council departments, with responsibility for supporting Windows 11 laptops, docking stations, end-user devices, MFDs, and mobile devices (iPad and iPhone).
- Configuration, installation, and support of all hardware and software supplied to the end user.
- Support for the MS 365 suite.
- Providing support and cover on the ICT Service Desk to support the technical function of the organisation as a whole.
- Proactively working with customers to suggest better ways of working and understanding customer needs and requirements.
- Liaising with the Digital Development and Infrastructure teams and third-party partners when required.
Specific duties and responsibilities:
- Monitoring the ICT Service desk tickets, incidents, and service requests via the online portal, ensuring the logging of all incidents and requests have the appropriate level of information and are in line with the ICT Service Level Agreements.
- Proactively communicating with customers as needed, in a highly customer-focused manner, face to face, over the telephone, via email, and the Service desk online portal.
- Following ICT Service Desk set procedures for logging and monitoring all support calls.
- Taking ownership of tickets and ensuring successful completion within stated SLA, escalating incidents and requests to third parties and colleagues where necessary.
- Providing remote support to internal and external customers, and if requested, providing desktop support and support at remote sites, e.g., Depot.
- Providing advice, guidance, and training to the end users on the operation and use of the authority's corporate desktop and office systems software.
- Assisting with knowledge transfer across the teams.
- Working a shift rota of early or late to cover the support hours required for the ICT Service Desk, and covering absent shifts, possibly at short notice.
- Administering ICT Training Room bookings, checking availability of room and compatibility of software required for training.
- Assisting third-party support to gain remote access to the EBC servers and systems, and supervising third-party support on-site engineers when necessary.
- Running various regular routine procedure jobs, as set out in the ICT Service Desk support shift duties, updating records accordingly.
Colbern Limited along with our clients are an equal opportunities employer.
Business Support / Administrator in Esher employer: Colbern Limited
Colbern Limited is an exceptional employer, offering a dynamic work environment in Esher where you can thrive as a Business Support / Administrator. With a strong focus on customer service excellence and employee development, we provide comprehensive training opportunities and a supportive culture that values collaboration and innovation. Join us to be part of a team that is dedicated to making a meaningful impact while enjoying the benefits of competitive pay and a flexible shift rota.
StudySmarter Expert Advice🤫
We think this is how you could land Business Support / Administrator in Esher
✨Tip Number 1
Get to know the company before your interview! Research their values, culture, and recent projects. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. The more comfortable you are with your answers, the more confident you'll feel during the actual interview.
✨Tip Number 3
Don’t forget to ask questions! Prepare a few thoughtful questions about the role or the team. This shows that you’re engaged and eager to learn more about how you can contribute.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way in leaving a positive impression. It’s also a great opportunity to reiterate your interest in the position.
We think you need these skills to ace Business Support / Administrator in Esher
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the role of ICT Service Desk Analyst. Highlight your experience in IT support, customer service, and any relevant technical skills. We want to see how you fit into our team!
Showcase Communication Skills:Since this role requires effective communication, don’t forget to showcase your ability to interact with customers. Use examples from your past experiences where you’ve successfully resolved issues or improved customer satisfaction.
Be Clear and Concise:When writing your application, keep it clear and concise. Avoid jargon unless it’s relevant to the role. We appreciate straightforwardness, so make sure your points are easy to understand!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for all the opportunities we have available. We can’t wait to hear from you!
How to prepare for a job interview at Colbern Limited
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Windows 11, MS 365, and any other relevant software or hardware mentioned in the job description. Being able to discuss specific features or troubleshooting steps will show that you're not just familiar with the tech, but that you can handle it confidently.
✨Show Off Your Customer Service Skills
Since this role is all about providing excellent customer service, prepare examples from your past experiences where you went above and beyond for a customer. Think about how you communicated effectively and resolved issues, as this will demonstrate your passion for helping others.
✨Practice Your Communication Style
You'll need to communicate with end users face-to-face, over the phone, and via email. Practise explaining technical concepts in simple terms, as well as being clear and concise in your communication. This will help you come across as approachable and knowledgeable during the interview.
✨Be Ready to Discuss Teamwork
This position involves liaising with various teams and third-party partners. Prepare to talk about your experience working in a team environment, how you handle conflicts, and how you ensure smooth collaboration. Highlighting your ability to work well with others will be key to impressing the interviewers.
