At a Glance
- Tasks: Provide top-notch IT support and resolve tech issues for your colleagues.
- Company: Join a dynamic team focused on collaboration and innovation.
- Benefits: Enjoy competitive pay, flexible hours, and opportunities for growth.
- Other info: Great chance to learn in a supportive environment with career advancement.
- Why this job: Make a real difference by helping others with their tech challenges.
- Qualifications: Basic IT skills and a passion for customer service are essential.
The predicted salary is between 33750 - 41250 £ per year.
Role Overview: The IT Support Analyst serves as the primary escalation point for the majority of IT support interactions. This role involves providing colleagues with the IT support they need to perform their jobs effectively, ensuring prompt identification and resolution of issues. You'll work proactively to prevent issues and continuously improve service quality. With a strong emphasis on customer service, you'll deliver a professional and responsive IT service, contributing to a collaborative and supportive work environment.
Key Responsibilities:
- Technical Support: Provide IT support, training, and advice via phone, self service tickets, and walk-ups, collaborating with the IT Team when needed and escalating cases to the next level of support when necessary.
- Customer Interaction Management: Efficiently manage customer interactions using the current ITSM tool, ensuring proper resolution of assigned tickets.
- Communication Channel: Provide colleagues with comprehensive and timely communication on the tickets you have been assigned.
- Customer Service Excellence: Deliver high-level customer service, understanding issue impacts and managing them appropriately.
- Knowledge Management: Maintain and enhance the Knowledge Portal, sharing insights and updates.
- Business Understanding: Maintain an understanding of Service Desk business processes and adhere to Information Security policies.
- Incident Escalation: Follow procedures for escalating major incidents and ensure tickets contain accurate information for troubleshooting.
- Proactive Monitoring: Monitor key systems, backups and networks for problems and identify potential issues, resolving where possible and escalating to higher levels or product specific support where necessary.
- Inventory Management: Keep records of IT hardware and software inventory and update when changes occur or items are lost or disposed and produce reports. Track software license allocations and request new licenses when required.
- Patching and updating systems: Keep desktop and server systems up-to-date by applying updates and patches, particularly as the result of reported vulnerabilities. Ensure security products are kept up-to-date and compliant with group infosec standards.
Skills and Experience Required:
Essential:
- IT Service Management: Proficiency in IT service case management and case documentation and communication.
- Technical Troubleshooting: Fundamental skills in desktop and network troubleshooting, including printer support and IP telephony systems.
- Device Setup: Competence in desktop, laptop, handheld terminals, iOS, and Android device setup and support, network switch and access point configuration. Image installation with InTune and other image management mobile device management software.
- Software Experience: Experience with Microsoft Windows 11, Office 365 Administration tasks, Business Central ERP, LS Central Retail, mobile device management applications, remote support applications, access control systems, IP Telephony systems and Active Directory.
- Communication: Excellent communication skills, including IM, chat, and email, with a great telephone manner.
- Customer Interaction: Patience and understanding when communicating with users, taking ownership of incidents and problems.
Desirable:
- Customer Service: Experience or exposure to providing a high degree of customer service.
- Windows Server Systems: Understanding of windows server services and configuration.
IT Support Analyst employer: Leyland SDM
Leyland SDM is an excellent employer, offering a vibrant work culture that prioritises customer satisfaction and teamwork. Employees benefit from ongoing training and development opportunities, ensuring personal and professional growth while working in the dynamic environment of Greater London. With a commitment to maintaining high store standards and a supportive team atmosphere, Leyland SDM provides a rewarding experience for those passionate about delivering exceptional customer service.
StudySmarter Expert Advice🤫
We think this is how you could land IT Support Analyst
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Leyland SDM values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Leyland SDM might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Leyland SDM!
✨Direct Apply to Leyland SDM
Let's not forget to apply directly through the Leyland SDM website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace IT Support Analyst
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Leyland SDM.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Leyland SDM. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Leyland SDM
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
