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- Tasks: Provide top-notch IT support and resolve tech issues for users.
- Company: Dynamic company in Slough with a focus on customer satisfaction.
- Benefits: Competitive salary, hands-on training, and opportunities for growth.
- Other info: Fast-paced environment with potential for career advancement.
- Why this job: Join a vibrant team and enhance your tech skills while helping others.
- Qualifications: Experience in IT support and strong communication skills required.
IT Support Analyst is required by my client who are based in the Slough area, this is an on-site / office-based role.
Responsibilities:
- Logging support calls via telephone and email
- Resolving 1st line incidents and requests
- Effective ticket management and tracking using the Service Cloud ticket logging system
- Ensuring all tickets are categorised to correct standards
- Following internal processes for assigning tickets to the correct department or individuals
- Ensuring all tickets are resolved to a high level of customer satisfaction
- Providing regular feedback to customers regarding the status of their tickets
- Providing exceptional communication between the service desk, end users and resolver groups
- Proactive Management of tickets raised with 3rd party resolver groups
- Meeting and exceeding customer specific service level agreements (SLAs)
- Providing prompt escalation to 3rd Line Support/ Problem Management team as required
- Utilising various remote takeover tools when necessary
- Following Security admin and information security processes, following escalations and notifications where appropriate
- Working with Vonage cloud-based phone system
- Providing training to customers and employees on software/websites (Face to face and on the phone)
- Troubleshooting issues with Apple and Android products, Laptops, Desktops, Tablets
- Troubleshooting issues on PCs, EPOS terminals and Printers within the building
Essential Skills:
- Experience of working on an IT Service Desk
- Office 365
- Microsoft Windows 11, 12
- Microsoft Exchange / Active Directory administration
- MAC OS
- WAN/LAN Router/Switches
- Back-up software (Hycu)
- Knowledge of broadband and Wi-Fi technologies
- Mobile devices (Android & Apple)
- Knowledge of networking concepts
- Cyber security
Desirable Skills:
- MCTS Windows 7 & 10 (Desirable)
- Nutanix Data Centre Experience
- MCTS Windows Server 2008 (Desirable)
- ITIL/Prince 2 Foundation (Desirable)
Person Specification:
- 5 Year checkable work history, with no unaccountable gaps.
- Valid UK Driving license
- Valid Passport
- Must already possess the Right to Work in the UK
- Excellent business English verbal and written communications skills in all forms
- Ability to work under tight time frames
- Works well on their own and as part of a team
- Self-motivated, independent and resourceful
- Problem solver
Please send your CV in the first instance and if relevant you will be contacted with full role and company information.
IT Support Analyst in Slough employer: Logic Managed Services Ltd
Contact Detail:
Logic Managed Services Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Support Analyst in Slough
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend local meetups or tech events, and don’t be shy about asking for informational interviews. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Practice your interview skills! Get a friend to throw some common IT support questions your way, or even better, use mock interview platforms. The more you practice, the more confident you'll feel when it’s time to shine.
✨Tip Number 3
Show off your skills! If you’ve got experience with ticket management systems or troubleshooting, create a portfolio or a project that highlights your expertise. This can really set you apart from other candidates.
✨Tip Number 4
Apply through our website! We’re always on the lookout for talented individuals like you. Make sure to keep an eye on our job listings and apply directly to increase your chances of landing that IT Support Analyst role.
We think you need these skills to ace IT Support Analyst in Slough
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience with IT support and the specific skills mentioned in the job description. We want to see how your background aligns with what we're looking for, so don’t be shy about showcasing your relevant experience!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the IT Support Analyst role. We love seeing enthusiasm and a bit of personality, so let us know what excites you about this opportunity.
Showcase Your Communication Skills: Since effective communication is key in this role, make sure your application reflects your ability to communicate clearly and professionally. Whether it's through your CV or cover letter, we want to see that you can convey information effectively.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts and you’ll be all set!
How to prepare for a job interview at Logic Managed Services Ltd
✨Know Your Tech Inside Out
Make sure you brush up on your technical skills, especially around Office 365, Windows 11, and troubleshooting Apple and Android devices. Be ready to discuss specific scenarios where you've resolved issues, as this will show your practical experience.
✨Master the Art of Communication
Since this role involves a lot of customer interaction, practice explaining technical concepts in simple terms. Think about how you can demonstrate your ability to keep customers updated on their ticket status and ensure they feel valued throughout the process.
✨Familiarise Yourself with Ticket Management Systems
Get to know the Service Cloud ticket logging system or similar platforms. If you have experience with ticket management, be prepared to share examples of how you effectively managed and categorised tickets to meet SLAs.
✨Showcase Your Problem-Solving Skills
Prepare to discuss specific challenges you've faced in previous roles and how you tackled them. Highlight your resourcefulness and ability to work under pressure, as these traits are crucial for an IT Support Analyst.