Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Provide first-line technical support via phone, email, and ticketing system.
- Company: Join a dynamic local IT company focused on excellent customer service.
- Benefits: Enjoy a competitive salary, gym membership, and 25 days holiday.
- Why this job: Be part of a fast-paced team that values problem-solving and client experience.
- Qualifications: 1 year of experience in a busy Technical Service Desk role required.
- Other info: Must have own transport to drive to site for shifts.
The predicted salary is between 25500 - 27000 £ per year.
Gotpeople are working closely with a dynamic local IT comapny are are looking for Technical support Analysts.
The Successful Candidates Should Have
- A minimum of 1 year experience working in a busy Technical Service Desk role, ideally at an MSP
- Excellent customer service and communication skills (verbal and written)
- Be able to drive to site for the shift (must have own transport)
- Ability to prioritise tasks on a busy and fast paced Service Desk
- Ability to work well in a team and under own initiative
- Great problem-solving skills
Responsibilities
Customer Service
- Acting as the first point of contact via phone, email or ticket
- Providing a friendly, quick and helpful experience for our clients
- Providing 1st level support remotely
- Escalating tickets to 2nd line team and collaborating with team members
Use of our ticketing system
- Use our ticketing system to work on and resolve helpdesk tickets & service requests
- Managing and recording all work though our ticketing system
- Make sure that client documentation is well maintained
- Split tickets that have several issues into their own individual ticket
- Make sure that tickets aren\’t “stale” throughout the process
- Use of our monitoring and management tool
- Review RMM dashboard and apply remediation actions as indicated by our processes
- Review regularly scheduled/automated actions as indicated by our processes
- Communication, Reporting and Risk
- Escalate tickets that require Technical Support Analyst assistance
- Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
- Identify, communicate and mitigate potential risks to the account manager and clients
- SKILLS
- Desired
- A love of (and ability to) solve problems & challenges
- Great communications skills, founded in being a good listener
- An understanding of support tools, techniques and how technology is used to provide services
- Strong understanding of operating systems, business applications, printing systems and network systems
- Must be able to type quickly and accurately while talking on the phone
- A deep desire to deliver an amazing client experienceKnowledge of IT Applications, Software & Hardware
- The ability to keep up with & adapt to the fast-paced IT world
Technical Skills
- Microsoft 365
- Microsoft Azure/Entra & Intune
- Microsoft Windows
- Desktop & server operating systems
- Infrastructure
- Basic network conceptsSecurity:
- Basic understanding of security concepts
Benefits £25500 – £27000 Per Annum
- Company pension
- Gym membership at office location
- Free on-site parking
- Employee Assistance and Wellbeing Program
- 25 days holiday a year
- High powered laptop
- A proactive approach to ongoing training to help you develop life-long skills
LNKD1_UKTJ #J-18808-Ljbffr
Technical Support Analyst - 1st Line employer: NAI Wisinski of West Michigan
Contact Detail:
NAI Wisinski of West Michigan Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Analyst - 1st Line
✨Tip Number 1
Familiarise yourself with the specific tools and technologies mentioned in the job description, such as Microsoft 365, Azure, and Intune. Having hands-on experience or even just a solid understanding of these platforms can set you apart from other candidates.
✨Tip Number 2
Practice your communication skills, especially in a customer service context. Since you'll be the first point of contact for clients, being able to convey information clearly and empathetically is crucial. Consider role-playing scenarios with friends or family to build confidence.
✨Tip Number 3
Showcase your problem-solving abilities by preparing examples of past experiences where you've successfully resolved technical issues. Be ready to discuss these during any interviews, as they will demonstrate your capability to handle the challenges of a busy service desk.
✨Tip Number 4
Network with current or former employees of the company if possible. They can provide insights into the company culture and expectations, which can help you tailor your approach and show that you're genuinely interested in becoming part of their team.
We think you need these skills to ace Technical Support Analyst - 1st Line
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in a Technical Service Desk role. Emphasise your customer service skills and any relevant technical knowledge, especially with Microsoft 365 and Azure.
Craft a Compelling Cover Letter: Write a cover letter that showcases your problem-solving abilities and communication skills. Mention specific examples of how you've successfully handled customer queries or technical issues in the past.
Highlight Relevant Experience: In your application, clearly outline your previous roles and responsibilities that align with the job description. Focus on your ability to prioritise tasks and work under pressure in a busy environment.
Show Enthusiasm for IT: Express your passion for technology and your eagerness to learn. Mention any ongoing training or certifications you are pursuing that relate to the IT field, as this shows your commitment to professional development.
How to prepare for a job interview at NAI Wisinski of West Michigan
✨Showcase Your Customer Service Skills
As a Technical Support Analyst, you'll be the first point of contact for clients. Make sure to highlight your previous experience in customer service during the interview. Share specific examples of how you've handled difficult situations or provided exceptional support.
✨Demonstrate Problem-Solving Abilities
Employers are looking for candidates who can think on their feet. Prepare to discuss scenarios where you've successfully resolved technical issues. Use the STAR method (Situation, Task, Action, Result) to structure your responses and clearly illustrate your problem-solving skills.
✨Familiarise Yourself with Relevant Technologies
Brush up on the technologies mentioned in the job description, such as Microsoft 365, Azure, and basic networking concepts. Being able to speak confidently about these tools will show that you're prepared and knowledgeable, which is crucial for the role.
✨Prepare Questions for the Interviewer
Interviews are a two-way street. Prepare thoughtful questions about the company culture, team dynamics, and expectations for the role. This not only shows your interest in the position but also helps you determine if it's the right fit for you.
