At a Glance
- Tasks: Provide first line IT support and resolve technical issues for colleagues.
- Company: Join Dawsongroup, a leader in asset rental with a supportive culture.
- Benefits: Enjoy competitive leave, training opportunities, and wellbeing support.
- Other info: Collaborative environment with excellent growth and progression opportunities.
- Why this job: Kickstart your tech career while making a real difference every day.
- Qualifications: Experience in IT support and a passion for problem-solving.
The predicted salary is between 40000 - 45000 £ per year.
About this Role
Are you a 1st Line Desktop Support Analyst, IT Support Analyst or Help Desk Analyst looking for a role where you can build your technical experience while making a visible difference to colleagues every day? Based in Milton Keynes, this permanent Group IT role is the first point of contact for incidents and service requests, helping users get back to work quickly while keeping communication clear throughout each ticket.
- Provide first line IT support across a range of business systems and technologies by telephone, email, remote support tools and face to face.
- Diagnose and resolve common hardware, software, network and access issues, including password resets and account administration.
- Log, categorise, prioritise and manage tickets through the Help Desk platform, keeping records accurate and progressing work within agreed SLAs.
- Configure, deploy and support desktops, laptops, peripheral equipment and Android and iPhone mobile devices, including device management through Microsoft Intune.
- Identify recurring issues, contribute to the knowledge base and escalate complex incidents to 2nd Line Support while maintaining ownership and communication.
About You
You will bring a helpful, curious approach and enjoy working through technical issues in a calm and structured way. Not sure you meet every point below? We value potential, transferable skills and a willingness to learn, so please do not rule yourself out.
- Experience supporting users in a Help Desk, Desktop Support or similar technical service environment.
- Working knowledge of Microsoft Windows, with basic administration experience across Active Directory, Microsoft 365 and VMware Horizon.
- Experience deploying or managing devices through Microsoft Intune.
- An understanding of ITIL Service Management principles, with ITIL Foundation or Microsoft fundamentals certifications welcomed but not essential.
- Clear communication, strong problem solving skills and a customer focused approach, with the confidence to take ownership and ask for support when needed.
About Us
Dawsongroup has been in business since 1935 and has more than 50 years of experience in asset rental, supporting customers across a broad range of specialist markets. Group IT helps keep that wider business connected and productive, with a culture built around integrity, ownership, collaboration and finding practical ways to work smarter.
- A business that values growth in both its people and its operations.
- A team environment where collaboration, communication and knowledge sharing matter.
- A commitment to providing safe, fulfilling and rewarding careers.
- A company focused on solving customer challenges and continually improving how it works.
About Your Future
This role offers a strong starting point for someone who wants to deepen their technical knowledge and develop within a broad Group IT environment. You will gain exposure to a varied technology estate, work closely with experienced 2nd Line colleagues and have access to support that can help you shape your next career step.
- Funded training and internal progression pathways, both nationally and worldwide.
- 24 days standard leave allowance + Birthday + plus Bank Holidays + up to 10 days extra (time served and purchase scheme).
- 2x life assurance scheme and long term incentives.
- Cycle to work schemes and seasonal gifts.
- Wellbeing and mental health support.
Dawsongroup is an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences.
Ready to turn your interest in technology into a rewarding career with a business that will support your growth? Join Dawsongroup and help keep our people connected, supported and moving forward, because people are our greatest asset.
1st Line Support Analyst in Milton Keynes employer: Dawsongroup
Dawsongroup is an exceptional employer that prioritises employee growth and development, offering a supportive work culture where your contributions directly impact the success of the team. Located in a dynamic sector, we provide comprehensive benefits including generous leave, training opportunities, and life assurance, ensuring our employees feel valued and empowered to excel in their roles.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Support Analyst in Milton Keynes
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Dawsongroup. 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 Dawsongroup 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 1st Line Support Analyst in Milton Keynes
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 Dawsongroup:Your cover letter is your chance to shine! Tell us why you want to work at Dawsongroup 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 Dawsongroup!
How to prepare for a job interview at Dawsongroup
✨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.
