At a Glance
- Tasks: Provide top-notch IT support and resolve technical issues for users.
- Company: Respected professional services organisation focused on innovation.
- Benefits: Competitive daily rate, office-based role, and immediate start.
- Other info: Opportunity for career growth and development in a supportive setting.
- Why this job: Join a dynamic team and enhance your IT skills in a collaborative environment.
- Qualifications: IT qualifications and 3 years of experience in a similar role required.
The predicted salary is between 30000 - 42000 € per year.
About Our Client
This opportunity is with a respected organisation within the professional services industry. As a medium-sized company, they prioritise high-quality service delivery and innovative solutions. Their technology department plays a key role in ensuring operational excellence and supporting their professional objectives.
Job Description
1st Line Support
- Responding to incoming calls, self-serve calls and emails made to the Service Desk promptly, ensuring a high level of customer service is maintained at all times
- Delivering incoming service requests such as requests for software, setting up new equipment, and new user/leaver requests in line with SLAs and KPIs
- Accurately and promptly logging and updating calls on the IT Service Desk knowledge base with the outcome of your problem solving and investigations
- Ensuring employees are kept updated on any outstanding IT issues with clear and concise communication
- Visiting other offices to deliver IT projects or resolve specific IT issues, as required
- Communicating effectively with the Service Desk Team Leader and other colleagues
- Providing cover for employee absence
2nd Line Support
- Focusing on more complex, time-consuming queries, helping to minimise the number of incidents that are escalated to the IT 3rd line resolver group
- Contributing to the Change Management and Problem Management processes
- Training and developing new members of the 1st line team, to help improve their knowledge and level of service provided
- Working collaboratively with colleagues across the department, escalating incidents to the 3rd line when they require additional expertise; or when they cannot be delivered in line with SLAs
The Successful Applicant
The successful candidate will have:
- IT/Technical qualifications (ideally: Windows 10 MCDST certification, MCP certification, or similar)
- Minimum 3 years\' experience in a similar role
- Knowledge and experience of Microsoft operating systems, Active Directory and O365
- Experience of working in an ITIL environment
- Basic networking skills e.g., TCP/IP, DNS, DHCP and VPN, SCCM
- Knowledge and experience of CRM System (InterAction), iManage Worksite/Filesite, IP Phone Administration (Mitel), Digital Dictation (Winscribe), Mobile Device Management and security products (antivirus, disk encryption, USB device control)
- Excellent customer service and client-facing skills
- Excellent communication skills - both written and verbal
- Proven analytical and problem-solving abilities
- Ability to work in a high-pressure environment
- A self-motivated and proactive attitude
- Experience of working in a team-oriented, collaborative environment
What’s on Offer
- Daily Rate inside IR35 (£100 - £180 DOE)
- Office based role (5 days a week) in Birmingham City Centre
- 3 month contract
- Immediate Start!
IT Support Analyst (1st & 2nd Line ) in Birmingham employer: Michael Page (UK)
As a medium-sized company in the professional services industry, we pride ourselves on delivering high-quality service and innovative IT solutions. Our supportive work culture fosters collaboration and continuous learning, providing employees with ample opportunities for growth and development. Located in the vibrant Birmingham City Centre, we offer a dynamic environment where your contributions are valued and recognised.
StudySmarter Expert Advice🤫
We think this is how you could land IT Support Analyst (1st & 2nd Line ) in Birmingham
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend local meetups, or join online forums. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Prepare for those interviews! Research the company and its culture, and be ready to discuss how your skills align with their needs. Practise common interview questions and think of examples that showcase your problem-solving abilities.
✨Tip Number 3
Don’t underestimate the power of follow-ups! After an interview, send a quick thank-you email to express your appreciation and reiterate your interest in the role. It keeps you fresh in their minds and shows your enthusiasm.
✨Tip Number 4
Apply through our website! We’ve got loads of opportunities waiting for you, and applying directly can sometimes give you a leg up. Plus, it’s super easy to keep track of your applications!
We think you need these skills to ace IT Support Analyst (1st & 2nd Line ) in Birmingham
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the IT Support Analyst role. Highlight your experience with Windows operating systems, Active Directory, and any relevant certifications. We want to see how your skills match what we're looking for!
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 your previous experiences have prepared you for this role. Keep it concise but engaging – we love a good story!
Show Off Your Customer Service Skills:Since this role involves a lot of client interaction, make sure to showcase your excellent customer service skills in your application. Share examples of how you've resolved issues or helped clients in the past – we want to know how you handle real-world scenarios!
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 makes the whole process smoother for everyone involved!
How to prepare for a job interview at Michael Page (UK)
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Windows 10, Active Directory, and O365. Be ready to discuss your experience with these systems and how you've used them in past roles.
✨Show Off Your Customer Service Skills
Since this role is all about providing top-notch support, think of examples where you've gone above and beyond for a customer. Prepare to share specific situations that highlight your excellent communication and problem-solving abilities.
✨Familiarise Yourself with ITIL Practices
Understanding ITIL processes is crucial for this position. Brush up on Change Management and Problem Management principles, and be prepared to discuss how you've applied these in your previous roles.
✨Be Ready for Scenario Questions
Expect to face scenario-based questions during the interview. Think about how you would handle complex queries or escalate issues effectively. Practising these scenarios can help you articulate your thought process clearly.
