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 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.
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 & 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 Reading employer: Logic Managed Services
Our company is an exceptional employer located in the vibrant Slough area, offering a dynamic work environment where IT Support Analysts can thrive. We prioritise employee growth through continuous training and development opportunities, fostering a culture of collaboration and innovation. With a commitment to customer satisfaction and a supportive team atmosphere, we ensure that our employees feel valued and empowered to make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land IT Support Analyst in Reading
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the hunt for an IT Support Analyst role. You never know who might have a lead or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews! Research common IT support scenarios and practice your responses. We want you to shine when discussing how you’d handle ticket management or troubleshoot issues with devices.
✨Tip Number 3
Show off your skills! If you’ve got experience with Office 365, Windows, or any of the other tech mentioned, be ready to talk about it. We love seeing candidates who can demonstrate their knowledge and problem-solving abilities.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we’re always looking for passionate individuals who are eager to provide exceptional customer service in IT support.
We think you need these skills to ace IT Support Analyst in Reading
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 customer service skills, as these are key for us. Use specific examples that showcase your problem-solving abilities.
Craft a Catchy Cover Letter:Your cover letter is your chance to shine! Keep it concise but engaging. Mention why you’re excited about the role and how your skills align with our needs. Don’t forget to show a bit of personality – we love that!
Show Off Your Tech Skills:We want to see your technical know-how! Be sure to list your experience with Office 365, Windows, and any other relevant software or hardware. If you've got knowledge of networking concepts or cyber security, shout about it!
Apply Through Our Website:Don’t forget to apply 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 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 to ensure you can communicate effectively, especially when providing updates on ticket statuses.
✨Understand Ticket Management Systems
Get to grips with how ticket management systems work, particularly Service Cloud if you can. Knowing how to log, track, and categorise tickets will give you an edge. You could even look for tutorials online to familiarise yourself with the interface.
✨Show Your Problem-Solving Skills
Be prepared to discuss specific examples of how you've resolved IT issues in the past. Think of scenarios where you had to troubleshoot under pressure or escalate problems effectively. This will demonstrate your resourcefulness and ability to work independently.
