At a Glance
- Tasks: Provide top-notch technical support and resolve user queries efficiently.
- Company: Join Leicestershire County Council, a customer-focused team dedicated to service excellence.
- Benefits: Gain valuable experience in a supportive environment with opportunities for growth.
- Other info: Flexible shift patterns and a dynamic team atmosphere await you!
- Why this job: Be the first point of contact and make a real difference for users every day.
- Qualifications: Familiarity with MS Office, strong customer skills, and basic troubleshooting knowledge.
The predicted salary is between 24000 - 36000 £ per year.
Your new company Hays Recruitment have partnered with Leicestershire County Council in the search for a 1st line Technical Support Analyst. Working as part of a team of 7, you will be the first point of contact for users, supporting on infrastructure, applications and equipment. The team is extremely customer focussed, prioritising a first time fix approach. The queries are a mix of calls, webchat and some face to face, depending on the customer requirements.
Your new role will involve:
- Deliver incident resolution and request fulfilment to users contacting the Service Desk.
- Ensure that incident and request information is recorded and updated correctly within the ITSM Incident Management tool and closed where possible.
- Escalate promptly all recorded incidents and requests that cannot be quickly resolved or where skills or permission sit in other teams.
- Investigate thoroughly and record findings of all incidents and requests, summarising notes where escalation is required.
- Ensure that agreed quality/performance SLAs are maintained as directed.
- Maintain customer self-help and FAQ guides.
What you need to succeed:
- Knowledge of MS Office Suite / O365, SharePoint, basic fault finding / diagnostics and equipment testing.
- Strong customer orientated skills.
- Knowledge of AI chatbots and webchat technology.
- Experience with help desk ticketing systems.
- Understanding the importance of updating customers and managing expectations.
- Ability to be customer lead and prioritise a 1st time fix approach.
The role is on a 4 week shift pattern and you will need to be within 45 minutes of the location and have your own transport. Sponsorship is not available for this role.
Technical Support Analyst in Leicester employer: hays-gcj-v4-pd-online
Leicestershire County Council is an exceptional employer, offering a supportive work culture that prioritises customer satisfaction and teamwork. As a Technical Support Analyst, you will benefit from a dynamic environment that encourages professional growth and development, with opportunities to enhance your technical skills while making a meaningful impact in the community. Located in Leicestershire, the council provides a stable and rewarding career path, ensuring that employees feel valued and engaged in their roles.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Analyst in Leicester
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on Leicestershire County Council. Understanding their values and how they operate will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your customer service skills! Since this role is all about being customer-focused, think of examples from your past experiences where you've successfully resolved issues or helped customers. We want to hear those stories during the interview!
✨Tip Number 3
Be ready for practical scenarios! You might be asked to troubleshoot a common technical issue during your interview. Brush up on your fault-finding skills and be prepared to walk through your thought process. It’s all about showing how you can deliver that first-time fix!
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that shows your enthusiasm for the role and keeps you fresh in their minds. And remember, apply through our website for the best chance!
We think you need these skills to ace Technical Support Analyst in Leicester
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Technical Support Analyst role. Highlight your experience with MS Office Suite, fault finding, and any help desk systems you've used. We want to see how your skills match what we're looking for!
Show Off Your Customer Skills:Since this role is all about customer support, don’t forget to showcase your strong customer-oriented skills. Share examples of how you've successfully resolved issues or helped customers in the past. We love a good success story!
Be Clear and Concise:When writing your application, keep it clear and concise. Use bullet points where possible to make it easy for us to read. We appreciate straightforward communication, especially when it comes to technical details!
Apply Through Our Website:Finally, make sure you apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at hays-gcj-v4-pd-online
✨Know Your Tech
Brush up on your knowledge of MS Office Suite, O365, and SharePoint. Be ready to discuss basic fault finding and diagnostics, as well as any experience you have with help desk ticketing systems. This will show that you're not just familiar with the tools but can also troubleshoot effectively.
✨Customer Focus is Key
Since the role is all about customer support, think of examples where you've successfully resolved issues for users. Prepare to share how you prioritise a first-time fix approach and manage customer expectations, as this will resonate well with the interviewers.
✨Practice Your Communication Skills
You'll be dealing with various communication channels like calls, webchat, and face-to-face interactions. Practise articulating your thoughts clearly and concisely. Consider doing mock interviews or role-playing scenarios to get comfortable with different types of customer interactions.
✨Understand the Role's Requirements
Familiarise yourself with the job description and the specific responsibilities mentioned. Be prepared to discuss how you would handle incident resolution and request fulfilment, and how you would maintain quality and performance SLAs. Showing that you understand the role will set you apart from other candidates.
