At a Glance
- Tasks: Provide advanced IT support and mentor Service Desk staff in a dynamic law firm.
- Company: Join a prestigious London law firm with a strong focus on professional development.
- Benefits: Enjoy competitive pay, career growth, and a supportive team environment.
- Other info: Opportunity to enhance your skills and work with a global team.
- Why this job: Make a real difference by solving complex tech challenges in a fast-paced setting.
- Qualifications: Experience in IT support, especially in a legal environment, is preferred.
The predicted salary is between 31500 - 38500 £ per year.
A fantastic opportunity has arisen for a 2nd Line IT Support Analyst / Desktop Support Analyst to join our London based law firm on a permanent basis.
Summary:
The 2nd Line IT Support Analyst / Desktop Support Analyst will work within the IT Support Team to ensure that a consistent and professional level of support is provided, including monitoring the unassigned and individual team member queues.
Key Responsibilities:
- Provide advanced technical knowledge and support the most complex and challenging customer queries and requests.
- Ensure users are kept sufficiently informed of progress throughout the lifetime of their calls through regular calls/emails.
- Mentor and train Service Desk staff.
- Work with co-workers to increase knowledge across the Global Service Desk team.
Attributes/Skills:
- Experience of working on a busy and demanding legal Service Desk supporting a large customer base.
- Experience working on a Tech Bar is highly desirable.
- Experience of logging tickets in ITSM call logging software.
2nd Line IT Support Analyst / Desktop Support Analyst employer: Dgh Recruitment
As a leading professional services firm, we pride ourselves on fostering a collaborative and innovative work culture that empowers our employees to excel in their roles. With a strong focus on employee growth, we offer comprehensive training and development opportunities, ensuring that our Data Management & Governance Specialists can thrive in a dynamic environment while enjoying the benefits of a hybrid working model in London. Join us to be part of a team that values data integrity and promotes best practices across the organisation.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line IT Support Analyst / Desktop Support Analyst
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Dgh Recruitment. 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 Dgh Recruitment 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 2nd Line IT Support Analyst / Desktop Support Analyst
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 Dgh Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at Dgh Recruitment 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 Dgh Recruitment!
How to prepare for a job interview at Dgh Recruitment
✨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.
