At a Glance
- Tasks: Provide hands-on IT support via phone, email, and in-person across various locations.
- Company: Join a large public sector organisation with a supportive culture.
- Benefits: Competitive hourly rate, pension scheme, and generous annual leave.
- Other info: Flexible role with opportunities for temp to permanent positions.
- Why this job: Make a real difference by helping colleagues stay connected and productive.
- Qualifications: Experience in IT support and strong customer service skills required.
The predicted salary is between 22.36 - 24.47 £ per hour.
Your new company
Hays are working with a large public sector organisation to recruit two IT Service Analysts to join their customer support function.
This is a hands-on, customer-focused role supporting colleagues across a busy corporate environment, providing a mix of remote service desk support, face-to-face assistance and field-based support across local sites.
Your new role
You will work as part of the IT Service Desk and Customer Support Team, providing first and second line support to users by telephone, email, remote support tools and in person.
You will log, manage and resolve tickets through the organisation's service desk system, supporting day-to-day business-as-usual activity as well as new starters, leavers, device loans, kit collection and equipment provisioning.
The role will be based at the physical service desk initially at County Hall, where colleagues can attend for in-person IT support.
You will also provide flexible support alongside the field services team, travelling to other sites across the county when required to deliver on-site assistance from their Holton Wheatley Depot, support device deployments and help ensure users remain connected and productive.
Key responsibilities
- Provide 1st and 2nd line IT support via phone, email, remote tools and face-to-face contact.
- Log, update and resolve incidents and service requests through the ticketing system.
- Support new starters, leavers, equipment loans, device collection and general BAU service desk activity.
- Assist with laptop, mobile and peripheral setup, including deployment of pre-loaded replacement machines.
- Support a Windows 11 and Microsoft 365 environment, including Teams and other business applications.
- Provide on-site support across county locations when required, working alongside the field services team.
- Support hardware refresh activity across Lenovo and legacy Dell devices, as well as Samsung mobile rollout activity.
- Escalate complex issues where required while keeping users informed throughout.
- What you'll need to succeed
- Previous experience in an IT Service Desk, IT Support, Desktop Support or 1st/2nd Line Support role.
- Strong customer service skills and the ability to support technical and non-technical users.
- Experience troubleshooting Windows devices, Microsoft 365, Teams, mobile devices and common business applications.
- Confident working with ticketing systems and maintaining accurate incident/request records.
- Experience setting up laptops, mobiles and user equipment would be highly beneficial.
- A flexible approach, with the ability to provide both desk-based and on-site support.
- Access to your own transport and willingness to travel to sites across the county when required.
- What you'll get in return
This is an excellent opportunity to join a busy and supportive public sector IT function in a varied role combining service desk, customer-facing and field support responsibilities.
- The rate will be £22.36 - £24.47 umbrella per hour DOE
- There is a temp to permanent opportunity with a salary ranging from £34,434 - £37,280 p/a
- Benefits: Includes access to the Local Government Pension Scheme (with employer contributions up to 19.9%) and up to 33 days of annual leave inc bank holidays
- Mileage will be paid at 55p per mile for approved site travel
- You will gain exposure to a broad technology environment including Windows 11, Microsoft 365, Teams, laptops, mobiles and hardware refresh activity.
- What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers.
By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays. co. uk
IT Field & Service Analyst in Oxford employer: Hays Specialist Recruitment Limited Careers
Hays Education is an exceptional employer, offering a supportive and collaborative work environment for SEN SLD/PMLD teachers in the Hounslow/Hillingdon area. With access to exclusive vacancies, ongoing professional development, and a dedicated consultant to guide your career, you will find ample opportunities for growth while making a meaningful impact on the lives of pupils with special educational needs. Join us to be part of a community that values inclusivity and fosters both personal and professional development.
Contact Details:
Hays Specialist Recruitment Limited Careers Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land IT Field & Service Analyst in Oxford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hays Specialist Recruitment Limited Careers. 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 Hays Specialist Recruitment Limited Careers 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 IT Field & Service Analyst in Oxford
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 Hays Specialist Recruitment Limited Careers:Your cover letter is your chance to shine! Tell us why you want to work at Hays Specialist Recruitment Limited Careers 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 Hays Specialist Recruitment Limited Careers!
How to prepare for a job interview at Hays Specialist Recruitment Limited Careers
✨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.
