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- Tasks: Provide top-class IT support as the first point of contact for customers.
- Company: Join a prestigious company with a supportive Service Desk team.
- Benefits: Gain valuable experience, receive training, and work in a dynamic environment.
- Why this job: Kickstart your IT career while helping others solve their tech issues.
- Qualifications: Customer service skills and a willingness to learn are essential.
- Other info: 12-month fixed term contract with opportunities for growth.
The predicted salary is between 24000 - 36000 £ per year.
An opportunity has arisen for a First Line analyst to join a Service Desk team for one of our prestigious customers. The role will focus on providing a top-class service as a first point of contact for anyone with IT related issues. This role will be covering the hours of 7am till 7pm, Monday to Friday, with varying shift patterns.
The primary duties will include:
- Receiving and accurately logging incidents, then providing resolution wherever possible or passing them to the most appropriate technical team for resolution within agreed SLAs.
- Capturing customer details and the issue description into a call management application, then providing additional information about possible next steps to the caller.
- Resolving incidents remotely where possible and updating colleagues on any undocumented fixes.
- Distributing incidents and requests to other support teams.
- Providing ticket updates to the customer.
- Performing additional troubleshooting if tickets are missing information.
- Escalating incidents where customer calls to chase, or where progress is slow.
- Monitoring Service Desk ticket queues, ensuring that all tickets are fully updated and are processed appropriately.
- Establishing and maintaining high levels of communication with customers and staff.
- Analysing and investigating customer issues and requests, providing appropriate support and guidance with further troubleshooting if necessary.
- Updating and creating knowledge articles while archiving legacy documents which are no longer needed.
What you'll need:
- Either currently hold SC clearance or ability to go through this process.
- Be able to attend the customer site 5 days per week in Nottingham or Milton Keynes; remote working is not currently available.
- Experience of working in a 1st/2nd line environment is preferred, but not vital.
- Good customer service skills.
- Can confidently take ownership of an incident then recommend fixes or areas of investigation to ensure it reaches a satisfactory resolution.
- Ability to work well in a team and to support team members.
- Good troubleshooting skills.
This role is a 12 month fixed term contract and will require you to pass SC Clearance.
First Line IT Support in Mansfield employer: COMPUTACENTER (UK) LIMITED
Contact Detail:
COMPUTACENTER (UK) LIMITED Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land First Line IT Support in Mansfield
✨Tip Number 1
Get to know the company before your interview! Research their values, culture, and any recent news. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice common interview questions related to IT support. Think about how you would handle specific scenarios, like troubleshooting a software issue or dealing with an unhappy customer. We want you to feel confident and ready to impress!
✨Tip Number 3
Don’t forget to prepare some questions for your interviewer! Asking about team dynamics or training opportunities shows that you’re keen to learn and grow within the role. Plus, it gives you a chance to see if the company is the right fit for you.
✨Tip Number 4
Apply through our website for the best chance of landing the job! We keep track of applications better this way, and it shows that you’re proactive. Let’s get you started on your IT career journey!
We think you need these skills to ace First Line IT Support in Mansfield
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the First Line IT Support role. Highlight any customer service experience and technical knowledge, even if it's just a bit of training or coursework.
Craft a Catchy Cover Letter: Your cover letter is your chance to shine! Use it to show off your enthusiasm for the role and how your attitude and aptitude make you a great fit for our team. Keep it friendly and professional!
Show Off Your Troubleshooting Skills: In your application, mention specific examples where you've successfully resolved issues or helped others. This will demonstrate your problem-solving abilities and readiness for the challenges of the role.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows us you're serious about joining our team!
How to prepare for a job interview at COMPUTACENTER (UK) LIMITED
✨Know Your Stuff
Familiarise yourself with common IT issues and solutions, especially those related to hardware and software. Even if you’re not a tech whiz, having a basic understanding will show your enthusiasm and readiness to learn.
✨Customer Service is Key
Since this role is all about providing top-notch service, think of examples from your past experiences where you’ve successfully helped customers. Be ready to discuss how you handle difficult situations and maintain a positive attitude.
✨Practice Your Troubleshooting Skills
Brush up on your troubleshooting techniques. Prepare to walk through a few scenarios during the interview where you might need to diagnose an issue. This will demonstrate your problem-solving abilities and confidence in handling incidents.
✨Show Team Spirit
This role involves working closely with a small team, so be prepared to talk about your teamwork experiences. Highlight how you’ve supported colleagues in the past and how you can contribute to a collaborative environment.