At a Glance
- Tasks: Lead a team to deliver top-notch IT support and enhance user experience.
- Company: Join Kaplan, a leader in education technology with a focus on innovation.
- Benefits: Enjoy a competitive salary, hybrid working, and opportunities for professional growth.
- Other info: Dynamic work environment with a strong emphasis on teamwork and development.
- Why this job: Make a real difference by supporting learners and clients with cutting-edge IT solutions.
- Qualifications: Experience in IT support and team leadership, with a customer-focused mindset.
The predicted salary is between 35900 - 37000 € per year.
We are looking for a Support Analyst L2 (1st Line Lead) to join our team.
Role summary
You will help us create success for our learners, candidates, clients, and colleagues by providing a high-quality, innovative, and efficient IT service that delivers technology to support Kaplan's business goals.
What you’ll bring to the role
- This role is suited to a customer-focused technician who is comfortable managing business needs, working as part of a team, and has a natural flair for coaching and motivating people.
- Proven experience leading or mentoring a service desk team in a high-pressure environment.
- Strong experience working within an ITIL framework (specifically Incident, Request, and Change Management).
Support Analyst L2 1st Line Lead employer: Kaplan
Kaplan is an exceptional employer that prioritises employee growth and development, offering a dynamic work culture that fosters collaboration and innovation. With hybrid working options near London Bridge, employees enjoy a balanced work-life environment while contributing to meaningful IT solutions that support our learners and clients. Join us to be part of a team that values your contributions and provides opportunities for professional advancement in a supportive setting.
StudySmarter Expert Advice🤫
We think this is how you could land Support Analyst L2 1st Line Lead
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews! Research the company and role thoroughly, and think about how your skills as a Support Analyst L2 can shine through. Practice common interview questions with a friend to boost your confidence.
✨Tip Number 3
Show off your personality! When you get the chance to meet potential employers, let your passion for IT and helping others come through. A positive attitude can make a lasting impression.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team.
We think you need these skills to ace Support Analyst L2 1st Line Lead
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Support Analyst L2 role. Highlight any relevant ITIL experience and leadership roles you've had, as we want to see how you can contribute to our team.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about this role and how your background makes you the perfect fit. Don’t forget to mention your customer-focused approach and any mentoring experience.
Showcase Your Problem-Solving Skills:In your application, give examples of how you've tackled challenges in previous roles. We love seeing candidates who can think on their feet and provide innovative solutions, especially in high-pressure situations.
Apply Through Our Website:We encourage you to apply directly through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Kaplan
✨Know Your ITIL Framework
Make sure you brush up on your ITIL knowledge, especially around Incident, Request, and Change Management. Be ready to discuss how you've applied these principles in past roles, as this will show your understanding of the framework and its importance in delivering high-quality IT support.
✨Showcase Your Leadership Skills
Since this role involves leading a service desk team, prepare examples of how you've successfully managed or mentored others. Think about specific situations where you motivated your team or resolved conflicts, as this will demonstrate your capability to lead under pressure.
✨Emphasise Customer Focus
This position is all about creating success for learners and clients. Be ready to share stories that highlight your customer service skills, particularly how you've gone above and beyond to meet client needs. This will help convey your commitment to providing an exceptional IT service.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, company culture, and how success is measured in this role. This not only shows your interest but also helps you gauge if the company is the right fit for you.
