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- Tasks: Provide 1st line phone support and 2nd line hardware support for IT issues.
- Company: Join a dynamic IT Service Centre focused on customer satisfaction and continuous improvement.
- Benefits: Enjoy flexible working hours, opportunities for learning, and a supportive team environment.
- Why this job: Gain hands-on experience in IT support while enhancing your problem-solving skills in a friendly atmosphere.
- Qualifications: Experience in an IT Service Centre with strong customer service and problem-solving abilities required.
- Other info: This is a 6-month contract role perfect for students looking to kickstart their IT career.
The predicted salary is between 24000 - 36000 £ per year.
About The Role
You will be representing the IT Service Centre to provide 1st line phone support and 2nd line hardware support, as well as fulfilling service requests logged with the IT Service Centre. This is a phone-based role involving hardware fault diagnostics for laptops, desktops, mobile phones, and other company IT hardware.
Responsibilities:
- Respond professionally, friendly, supportive, helpful, and timely to all internal customers contacting the IT Service Centre via telephone or in person.
- Take ownership of issues, manage customer expectations, and provide regular updates on progress.
- Coordinate with internal Technology departments to resolve issues within agreed timelines.
- Represent the IT Service Centre positively across the organization.
- Use sound judgment to maximize customer satisfaction.
- Strive to improve personal performance to meet team and departmental SLAs and KPIs.
- Engage in continuous self-development and learning.
- Suggest improvements for the IT Service Centre’s effectiveness.
- Manage issues independently with minimal supervision.
About You
You should have the following skills/experience:
- Aligned with the values of friendliness, flexibility, and facilitation when working with customers and colleagues.
- Effective questioning skills to understand needs and facts.
- Professional and friendly communication skills.
- Enthusiastic, proactive, and professional attitude.
- Ability to work well independently and in a team.
- Ability to balance customer needs with business priorities.
- Ownership mentality and continuous improvement focus.
- Experience managing initiatives or projects to completion.
- Proactive investigation and ownership of cases to resolution.
Minimum Criteria
- Experience in an IT Service Centre environment.
- Strong customer service and problem-solving skills.
- Strong learning and development skills.
Systems/Technologies Support Experience:
- Microsoft Windows 10/11 in enterprise environments.
- Microsoft Active Directory administration.
- Intune endpoint management.
- Microsoft Exchange administration.
- Microsoft 365 applications support.
- Remote connectivity/VPN support.
- LAN/WAN technologies support.
- Laptop/Desktop and Printer/MFD support.
- iOS Apple device support.
IT Service Centre Analyst (6 Months Contract/Temp.) employer: Motability Operations Limited
Contact Detail:
Motability Operations Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Centre Analyst (6 Months Contract/Temp.)
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Microsoft Windows 10/11 and Active Directory. Being able to discuss your hands-on experience with these systems during an interview will demonstrate your suitability for the role.
✨Tip Number 2
Practice your communication skills, especially in a phone-based support context. You might want to role-play common scenarios with a friend to ensure you can respond professionally and helpfully under pressure.
✨Tip Number 3
Showcase your problem-solving abilities by preparing examples of past experiences where you've successfully resolved IT issues. This will help you illustrate your ownership mentality and proactive approach during the interview.
✨Tip Number 4
Research our company culture and values, particularly around friendliness and flexibility. Be ready to discuss how you embody these values in your work, as this alignment is crucial for us when selecting candidates.
We think you need these skills to ace IT Service Centre Analyst (6 Months Contract/Temp.)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT Service Centre environments. Emphasise your customer service skills and any specific technologies mentioned in the job description, such as Microsoft Windows 10/11 or Active Directory.
Craft a Strong Cover Letter: Write a cover letter that showcases your enthusiasm for the role. Mention how your values align with the company's focus on friendliness and flexibility, and provide examples of how you've successfully managed customer expectations in previous roles.
Highlight Problem-Solving Skills: In your application, be sure to include specific examples of how you've resolved technical issues in the past. This could involve detailing your approach to diagnosing hardware faults or managing service requests effectively.
Show Continuous Learning: Demonstrate your commitment to self-development by mentioning any relevant training or certifications you've completed. This could include courses on Microsoft technologies or customer service excellence.
How to prepare for a job interview at Motability Operations Limited
✨Showcase Your Customer Service Skills
Since this role is all about providing support, be ready to share examples of how you've successfully handled customer queries in the past. Highlight your ability to remain calm and professional under pressure.
✨Demonstrate Technical Knowledge
Brush up on the technologies mentioned in the job description, such as Microsoft Windows 10/11 and Active Directory. Be prepared to discuss your experience with these systems and how you've used them to solve problems.
✨Emphasise Problem-Solving Abilities
Prepare to discuss specific instances where you've diagnosed and resolved technical issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers effectively.
✨Exhibit a Proactive Attitude
The company values an enthusiastic and proactive approach. Share examples of how you've taken initiative in previous roles, whether it's suggesting improvements or managing projects to completion.
