At a Glance
- Tasks: Provide top-notch IT support and resolve technical challenges for customers.
- Company: Join Version 1, a leading tech partner with a strong focus on innovation.
- Benefits: Enjoy competitive pay, remote work options, and opportunities for professional growth.
- Other info: Work in a collaborative environment with excellent career advancement opportunities.
- Why this job: Be part of a dynamic team that values your contributions and invests in your future.
- Qualifications: Experience in IT support and knowledge of cloud technologies like Azure and AWS.
The predicted salary is between 26100 - 31900 £ per year.
hackajob is partnering directly with Version 1 to hire for this role.
Company Description: Version 1 has celebrated 30 years in business and continues to be trusted by global brands to deliver technology and transformation solutions that drive customer success. Our deep expertise enables our customers to navigate the rapidly evolving technology landscape. We foster strong partnerships with global technology leaders including Microsoft, AWS, Oracle, Red Hat, OutSystems, Snowflake, ensuring that our customers are provided with the highest quality solutions and services.
Job Description: Our ASPIRE Global Service Centre is the central hub of our Service Management operations. Beyond a traditional Service Desk, it stands as the central authority and shared service delivery hub, orchestrating all operational workflows, processes, procedures, and tooling. Its a core delivery component of the Version 1 ASPIRE Managed Services offering that places AI, continuous improvement and business innovation at the heart of everything Version 1 does. With a focus on supporting self-service and automation, we utilise the best digital capabilities of the ServiceNow ITSM tooling product to provide the very best experience to our customers.
We are looking for a skilled and results-oriented Onsite Support Analyst based in Belfast, working remotely and supporting customers in Dublin and London. Occasional travel to customer sites will be required, when not providing remote support. Your responsibilities will include delivering prompt and professional assistance to resolve IT-related challenges, enabling your colleagues and customers to remain productive and achieve their goals. With a strong focus on delivering exceptional customer service, you will apply your technical expertise to ensure a dependable IT infrastructure.
The ideal candidate will play a pivotal role in resolving advanced technical issues within Azure, AWS, Microsoft Office, and Windows service environments. This position requires in-depth knowledge of cloud technologies, outstanding problem-solving abilities, and a commitment to providing unparalleled support. Attendance at the relevant Version 1 office will be expected on an ad-hoc basis.
Key Responsibilities:
- Serve as the first point of contact for technical support via phone, email, or chat.
- Log and manage incidents, service requests, and queries in the ServiceNow ITSM or Customer systems.
- Perform initial triage, diagnosis and troubleshooting for IT issues, including hardware, software, Audio Visual, and network problems.
- Ensure timely resolution of incidents in line with Service Level Agreements (SLAs).
- Maintain accurate documentation of incidents, resolutions, and troubleshooting steps.
- Contribute to the development and maintenance of the IT knowledge base.
- Deliver excellent customer service and build strong relationships with end-users.
- Monitor system performance and identify potential issues proactively.
- Conduct routine health checks of systems, applications, and networks to ensure optimal performance.
- Monitor and manage system alerts to address potential issues before they escalate.
- Set up and configure new laptops, mobile devices, and peripherals.
- Liaise with 3rd party suppliers (i.e. Couriers, Vendors).
- Manage user accounts, permissions, and access rights.
- Install, update, and patch software applications according to company policy.
- Maintain inventory of IT equipment and manage equipment lifecycle.
- Perform scheduled maintenance, such as software updates, patch installations, and backups.
- Support audio/visual equipment for meeting rooms and company events.
- Collaborate with other IT teams to address complex or recurring problems.
- Test business continuity measures, including disaster recovery plans, to ensure readiness.
- Review and refine service desk documentation and processes regularly for efficiency and accuracy.
- Participate in IT projects, such as system upgrades or deployments, when required.
- Collaborate with other IT team members to ensure timely resolution of issues and continuous improvement of service delivery.
- Participate in ongoing training and development to stay current with IT trends and technologies.
- Package and deploy routine security updates.
- Remote support with occasional travel to customer sites in Dublin and London.
Full time position 08:00hrs to 18:00hrs working days except.
ASPIRE Global Service Centre Support Analyst in London employer: Hackajob Ltd
JPMorgan Chase is an exceptional employer, offering a dynamic work environment where innovation and collaboration thrive. As a Lead Site Reliability Engineer, you will not only tackle complex challenges but also benefit from extensive professional development opportunities and a strong commitment to diversity and inclusion. Located in a global financial hub, you'll be part of a team that values your expertise and encourages a culture of continuous improvement and technical excellence.
StudySmarter Expert Advice🤫
We think this is how you could land ASPIRE Global Service Centre Support Analyst in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hackajob Ltd. 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 Hackajob Ltd 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 ASPIRE Global Service Centre Support Analyst in London
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 Hackajob Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Hackajob Ltd 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 Hackajob Ltd!
How to prepare for a job interview at Hackajob Ltd
✨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.
