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For Companies At a Glance
- Tasks: Be the go-to person for IT support, helping users solve tech issues daily.
- Company: Join a dynamic financial services firm focused on delivering top-notch IT solutions.
- Benefits: Enjoy a hybrid work model with flexibility and opportunities for growth.
- Why this job: Perfect for tech enthusiasts who love problem-solving and providing excellent customer service.
- Qualifications: 2-3 years in IT support, strong skills in Windows, Mac, and Office 365 required.
- Other info: ITIL certification is a plus; experience with Salesforce and JIRA is beneficial.
The predicted salary is between 30000 - 42000 £ per year.
1st / 2nd Line Support Analyst (JOB-032025-272089) London, England
Job Title: IT Support Analyst (1st & 2nd Line)
Location: London (Hybrid – Minimum 3 Days On-Site)
Employment Type: Contract
About the Role:
We are seeking a proactive and customer-focused IT Support Analyst to join our financial services client. This role will involve supporting both local and remote users, including executive-level staff. You will play a critical role in ensuring the smooth operation of IT systems and delivering high-quality technical support. This is an excellent opportunity for a positive, enthusiastic, and resilient individual who thrives in a fast-paced environment and is passionate about providing excellent customer service.
Key Responsibilities:
- Serve as the first point of contact for IT issues, providing timely support to local and remote users.
- Diagnose, troubleshoot, and resolve 1st and 2nd line technical issues, escalating when necessary.
- Monitor and manage IT support tickets, ensuring efficient prioritisation and resolution.
- Collaborate with external Managed Service Providers and third-line support teams to resolve complex issues.
- Assist with user account management, including onboarding, offboarding, and role changes.
- Set up and configure new IT equipment, including laptops and mobile devices, following company policies.
- Maintain IT asset records, ensuring accurate inventory tracking.
- Provide technical support for office peripherals such as printers and scanners.
- Support routine system maintenance, updates, and security patches.
- Document and log incidents, requests, and resolutions within the IT service management tool.
- Deliver guidance and training to employees on IT systems and best practices.
- Ensure compliance with IT security policies and data protection regulations.
- Provide support for Salesforce and JIRA where required to enhance internal processes.
Skills & Experience Required:
- 2-3 years of experience in an IT support or service desk role.
- Strong understanding of Windows and Mac operating systems, Office 365, and Microsoft Office applications.
- Experience with mobile device management (MDM) solutions and Apple device support.
- Familiarity with IT service management tools (e.g., ServiceDesk Plus, SNOW).
- Strong analytical and troubleshooting skills for diagnosing IT issues.
- Experience with hardware and software installation and configuration.
- Excellent communication and customer service skills, with a patient and professional approach.
- Ability to work both independently and collaboratively within a team.
- ITIL Foundation certification is desirable.
- Experience with Salesforce administration is beneficial.
- Knowledge of JIRA or similar tools is an advantage.
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1st / 2nd Line Support Analyst employer: Oliver James
Contact Detail:
Oliver James Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st / 2nd Line Support Analyst
✨Tip Number 1
Familiarize yourself with the specific IT tools mentioned in the job description, such as Salesforce and JIRA. Having hands-on experience or even completing online tutorials can give you an edge during the interview.
✨Tip Number 2
Highlight your customer service skills by preparing examples of how you've successfully resolved technical issues for users in the past. This will demonstrate your proactive and patient approach to support.
✨Tip Number 3
Since this role involves collaboration with external Managed Service Providers, be ready to discuss any previous experiences where you worked with third-party teams. This shows your ability to work in a hybrid support environment.
✨Tip Number 4
Prepare to discuss your understanding of ITIL principles, even if you don't have the certification yet. Showing that you're knowledgeable about best practices in IT service management can set you apart from other candidates.
We think you need these skills to ace 1st / 2nd Line Support Analyst
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the 1st / 2nd Line Support Analyst position. Highlight key responsibilities and required skills that match your experience.
Tailor Your CV: Customize your CV to reflect relevant experience in IT support roles. Emphasize your technical skills, particularly with Windows, Mac, Office 365, and any experience with IT service management tools.
Craft a Strong Cover Letter: Write a cover letter that showcases your customer service skills and your proactive approach to problem-solving. Mention specific examples of how you've successfully supported users in previous roles.
Highlight Relevant Certifications: If you have an ITIL Foundation certification or experience with Salesforce and JIRA, make sure to mention these in your application. They are valuable assets for this role.
How to prepare for a job interview at Oliver James
✨Show Your Customer Service Skills
As an IT Support Analyst, your ability to provide excellent customer service is crucial. Be prepared to share examples of how you've successfully resolved user issues in the past, especially in high-pressure situations.
✨Demonstrate Technical Knowledge
Make sure you brush up on your knowledge of Windows and Mac operating systems, Office 365, and mobile device management solutions. Be ready to discuss specific technical challenges you've faced and how you overcame them.
✨Highlight Your Problem-Solving Abilities
The role requires strong analytical and troubleshooting skills. Prepare to walk through your thought process when diagnosing and resolving IT issues, and be ready to tackle hypothetical scenarios during the interview.
✨Emphasize Team Collaboration
This position involves working with external Managed Service Providers and third-line support teams. Share experiences that showcase your ability to collaborate effectively with others to resolve complex issues.
