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- Tasks: Provide 3rd line technical support and improve user experience.
- Company: Join a global professional services firm focused on service excellence.
- Benefits: Enjoy a collaborative environment with opportunities for growth and development.
- Why this job: Perfect for problem solvers who thrive in dynamic teams and want to make an impact.
- Qualifications: MCP preferred, strong 3rd line support experience, and excellent communication skills required.
- Other info: Participate in on-call rotations and contribute to a knowledge base.
We’re looking for a proactive 3rd Line Support Engineer to join a global, professional services firm as they continue on their ongoing phase of growth to help drive service excellence across their IT team and support the wider business. In this role, you’ll handle complex (3rd line) technical issues, help drive system improvements, and make sure our people have the tools and support they need to work efficiently. If you enjoy digging into challenges, streamlining processes, and collaborating across teams, this could be your next move!
What you’ll do:
- Provide 3rd line technical support for complex issues
- Analyse system and application usage to improve user experience
- Work with cross-functional teams to implement enhancements
- Lead user research and feedback initiatives
- Build and configure hardware as needed
- Support onboarding/offboarding processes
- Develop clear system documentation and user guides
- Contribute to a knowledge base of common fixes
- Participate in on-call rotations for out-of-hours support
- Stay proactive and adaptable to business needs
What you’ll bring:
- MCP qualification (preferred, not essential)
- ITIL v4 knowledge/experience
- Strong experience in 3rd line support and user experience engineering
- Analytical problem-solving mindset
- Excellent communication and collaboration skills
- Ability to juggle multiple priorities and stay calm under pressure
For full details and immediate consideration, please get in touch.
Operations Support Analyst - Leeds employer: Foundations Exec
Contact Detail:
Foundations Exec Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Support Analyst - Leeds
✨Tip Number 1
Familiarise yourself with ITIL v4 principles, as this knowledge will be crucial in demonstrating your understanding of service management. Consider how you can apply these principles to improve user experience and system efficiency in your previous roles.
✨Tip Number 2
Brush up on your technical skills related to 3rd line support. Be prepared to discuss specific complex issues you've resolved in the past and how you approached them, as this will showcase your problem-solving abilities.
✨Tip Number 3
Highlight your experience with cross-functional collaboration. Think of examples where you've worked with different teams to implement enhancements or streamline processes, as this will demonstrate your ability to work well in a team-oriented environment.
✨Tip Number 4
Prepare to discuss your approach to user research and feedback initiatives. Being able to articulate how you've gathered and implemented user feedback in the past will show your commitment to improving user experience.
We think you need these skills to ace Operations Support Analyst - Leeds
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in 3rd line support and user experience engineering. Use specific examples that demonstrate your analytical problem-solving skills and ability to handle complex technical issues.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for IT support and your proactive approach to problem-solving. Mention how your skills align with the responsibilities listed in the job description, such as collaborating with cross-functional teams and improving user experience.
Highlight Relevant Qualifications: If you have an MCP qualification or ITIL v4 knowledge, be sure to mention these prominently in your application. Even if they are not essential, they can set you apart from other candidates.
Showcase Communication Skills: Since excellent communication is key for this role, provide examples in your application of how you've effectively communicated technical information to non-technical stakeholders or collaborated with teams to implement enhancements.
How to prepare for a job interview at Foundations Exec
✨Showcase Your Technical Skills
Be prepared to discuss your experience with 3rd line support and any specific technical issues you've resolved in the past. Highlight your analytical problem-solving mindset by sharing examples of how you've improved user experience or streamlined processes.
✨Demonstrate Collaboration
Since this role involves working with cross-functional teams, be ready to talk about your experiences collaborating with others. Share specific instances where you led initiatives or contributed to team projects, emphasising your excellent communication skills.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your ability to handle complex technical issues. Practice articulating your thought process when troubleshooting problems and how you would approach system improvements or user research initiatives.
✨Ask Insightful Questions
At the end of the interview, ask questions that show your interest in the company's growth and IT strategies. Inquire about their current challenges in 3rd line support or how they measure success in user experience engineering to demonstrate your proactive mindset.
