At a Glance
- 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 pay, hands-on training, and a supportive team environment.
- Other info: On-site role with opportunities for growth and learning.
- Why this job: Kickstart your tech career while helping others solve their IT problems.
- Qualifications: Experience in IT support and knowledge of various operating systems.
The predicted salary is between 30000 - 40000 £ per year.
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 PC’s, 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)
IT Support Analyst employer: Logic Managed Services
Our company is an exceptional employer located in the vibrant Slough area, offering a dynamic work culture that prioritises employee development and satisfaction. As an IT Support Analyst, you will benefit from comprehensive training opportunities, a supportive team environment, and the chance to engage with cutting-edge technology while ensuring high levels of customer service. We value our employees and provide a platform for growth, making this role not just a job, but a meaningful career path.
StudySmarter Expert Advice🤫
We think this is how you could land IT Support Analyst
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at local tech meetups. We all know that sometimes it’s not just what you know, but who you know that can help you land that IT Support Analyst role.
✨Tip Number 2
Prepare for the interview by brushing up on common IT support scenarios. We recommend practising how you'd troubleshoot issues with Apple and Android products or resolving ticket management queries. Show them you’re ready to hit the ground running!
✨Tip Number 3
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in keeping you top of mind. We suggest mentioning something specific from your chat to show you were engaged and interested.
✨Tip Number 4
Apply through our website! We’ve got loads of resources to help you ace your job search. Plus, applying directly can sometimes give you an edge over other candidates. Let’s get you that IT Support Analyst position!
We think you need these skills to ace IT Support Analyst
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the IT Support Analyst role. Highlight your experience with ticket management systems and any relevant technical skills, like Office 365 or troubleshooting Apple and Android products. We want to see how your background fits our needs!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about IT support and how you can contribute to our team. Be sure to mention your customer service skills and any experience with resolving incidents to keep our users happy.
Show Off Your Communication Skills:As an IT Support Analyst, communication is key! In your application, demonstrate your ability to provide clear updates and feedback to customers. We love candidates who can effectively bridge the gap between tech and non-tech folks.
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 shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Logic Managed Services
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of the essential skills listed in the job description. Familiarise yourself with Office 365, Windows 11, and troubleshooting for both Apple and Android devices. Being able to discuss these technologies confidently will show that you're ready to hit the ground running.
✨Practice Your Communication Skills
Since this role involves a lot of customer interaction, practice explaining technical issues in simple terms. You might want to role-play with a friend or family member, simulating a support call. This will help you demonstrate your ability to communicate effectively during the interview.
✨Understand Ticket Management Systems
Get familiar with ticket management systems like Service Cloud. If you have experience with similar tools, be prepared to discuss how you've used them in the past. If not, do a bit of research to understand how they work and be ready to explain how you'd approach ticket management.
✨Show Your Problem-Solving Skills
Be ready to share examples of how you've resolved IT issues in previous roles. Think of specific incidents where you went above and beyond to ensure customer satisfaction. This will highlight your proactive approach and ability to meet service level agreements.
