Job Description
IT Technical Support Analyst
Permanent
Remote - Once a week travel to Luton and Occasional travel to London.
The Role
We are looking for an IT Technical Support Analyst to work within the Service Desk Team, carrying out 1st line support role to cover general queries from our global customer base of up to 3,000 users.
Key Responsibilities:
- Assume operational responsibilities for resolving administrative queries from internal Customers.
- Manage the end-to-end lifecycle of received requests, ensuring that requests progress and are resolved in an appropriate manner.
- Liaise on a day-to-day basis with internal Customers, ensuring Customers are fully always informed on the progress of their query.
- Where appropriate and necessary, invoke escalation procedures to ensure that high priority issues are managed within the desired timeframe.
- Assist in the delivery of specific Service Desk projects, this will involve data entry, data analysis and general coordination of low-level activities.
About You:
- Naturally empathetic and passionate about providing great service.
- Encourages teamwork and collaboration.
- Analytical thinker, with the ability to understand multiple information streams.
- Excellent verbal and non-verbal communication skills
- Thrives in a pressured and target driven environment.
- Remains calm, consistent and positive when under pressure
- Multi-tasks with ease and a continual focus on quality
- Ability to priorities and react according to that priority.
- Delivers on promises, taking ownership and managing expectations realistically.
- Open and honest - with an ability to constructively challenge the status quo to drive improvement.
Essential Skills/Experience:
- Customer Service, contact center or Helpdesk experience.
- Working within a defined KPI structure
- Previous experience in an IT Support role
Technical understanding of the following is desirable:
- Active Directory & MS Windows environments.
- Desktop PC, Laptop & Server.
- Citrix Cloud Desktop Environment.
- Basic understanding of ITIL processes.
What Can We Offer You?
- A competitive salary package.
- 25 days annual leave plus public holidays, and your birthday off.
- Company pension.
- Blended working.
- An environment where your learning and development is supported through a range of various learning tools and courses.
Impellam is a connected group providing global workforce and specialist recruitment solutions. Our 2000 people and market leading brands work across a broad spectrum of industries and job categories throughout North America, the UK and Europe and Asia Pacific.
At Impellam we believe in the power of work.
Through the power of work, we build better businesses and help people lead more fulfilling lives.
Our strength lies not just in our brands, and their specialist vertical markets and regional knowledge, but in how we are united by one purpose, one culture, one driving force.
We call it Virtuosity. It's why we're different. It's our determination to do even more and to always be ambitious and brave for our customers and candidates.
None of this would be possible without a culture based on trust. That's why we have an ambitious vision to be the world's most trusted workforce and specialist recruitment solutions group, trusted by our people, our customers and our investors in equal measure.
We trust our Virtuosos and give them the freedom and autonomy to do the right thing, to adapt and see the possible in the impossible. We make sure people make the difference.
Together, we can deliver a world where you'll always have exceptional people doing exceptional work.
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, gender reassignment, marriage and civil partnerships, pregnancy or maternity or age.
StudySmarter Expert Advice🤫
We think this is how you could land IT Technical Support Analyst in Luton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Impellam. 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 Impellam 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!
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 Impellam:Your cover letter is your chance to shine! Tell us why you want to work at Impellam 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 Impellam!
How to prepare for a job interview at Impellam
✨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.
