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For Companies At a Glance
- Tasks: Be the first point of contact for customers, resolving issues and ensuring top-notch service.
- Company: Join PA Media Group, a leading news agency with over 150 years of innovation.
- Benefits: Enjoy 5 weeks holiday, flexible working, health plans, and a pension scheme.
- Why this job: Make a real difference in customer support while developing your IT skills.
- Qualifications: Experience in customer service or IT support, with strong communication skills.
- Other info: Join a diverse team that values collaboration and offers excellent career growth.
The predicted salary is between 28800 - 43200 £ per year.
Overview
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About PA Media Group
PA Media Group is the UK and Ireland’s national news agency and a trusted multi-media content provider for print, web, mobile, and broadcast. For over 150 years, we’ve delivered fast, accurate and dynamic coverage of news, sport, entertainment and more. Our innovation continues today as we develop solutions for our clients and deliver compelling experiences across multiple platforms.
Inclusion
At PA Media Group, we are committed to building an inclusive culture where everyone feels welcome and supported. We celebrate diverse backgrounds, experiences and perspectives.
If you require adjustments at any stage of the recruitment process, please let us know — we are here to support you.
The Role
We’re looking for a proactive and customer-focused Customer Support Analyst to join our IT Operations team based in Howden, East Yorkshire.
In this frontline role, you’ll be the first point of contact for internal and external customers, resolving issues, recording incidents and ensuring an outstanding service experience.
Working in a 24/7, 365-day environment, you’ll collaborate with colleagues and third-party suppliers to investigate and resolve problems quickly and effectively. Whether it’s logging calls, troubleshooting issues, escalating where necessary or keeping stakeholders updated, you’ll play a vital part in keeping our business running smoothly.
In this role, you will:
- Receive and log inbound calls and emails from customers, ensuring accurate prioritisation through impact and urgency.
- Diagnose and resolve incidents wherever possible at first contact.
- Provide clear, timely updates to users, managing expectations throughout.
- Escalate issues appropriately to support teams or suppliers.
- Contribute to the Customer Support knowledge base and share knowledge with colleagues.
- Monitor the IT estate and proactively identify potential issues.
About You
To be successful in this role, you’ll bring a strong customer-first mindset and a calm, professional approach to problem-solving. You’ll need excellent communication skills and an analytical mindset, and you’ll thrive in a fast-paced environment where no two queries are the same.
You will bring:
- Experience in a customer service or IT support environment.
- Excellent verbal and written communication skills.
- Strong organisational skills and the ability to prioritise effectively.
- A proactive, problem-solving approach with ownership of issues through to resolution.
- Good PC literacy and working knowledge of Microsoft Office.
- Awareness of IT service management processes (knowledge of ITSM tools would be an advantage, but not essential).
What We Offer
This role offers an excellent opportunity to build your skills in IT support and customer service within a supportive and forward-thinking team. You’ll be part of an organisation that values innovation, collaboration and integrity. You will also benefit from:
- 5 weeks’ holiday plus bank holidays and a holiday purchase scheme.
- Pension scheme with company match (up to 4%)
- Life Assurance (4x salary)
- Flexible working options
- Cycle to work
- BUPA health plan (via salary sacrifice)
- Employee assistance programme
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Customer Support Analyst employer: PA Media
Contact Detail:
PA Media Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Analyst
✨Tip Number 1
Network like a pro! Reach out to current employees at PA Media on LinkedIn or other platforms. A friendly chat can give you insider info and might even lead to a referral!
✨Tip Number 2
Prepare for the interview by practising common customer support scenarios. Think about how you'd handle tricky situations and be ready to share your problem-solving skills.
✨Tip Number 3
Show off your communication skills! During interviews, make sure to articulate your thoughts clearly and confidently. Remember, it’s all about making a great impression.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Customer Support Analyst
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Support Analyst role. Highlight your customer service experience and any relevant IT support skills that match what we're looking for.
Show Off Your Communication Skills: Since this role is all about clear communication, use your application to demonstrate your verbal and written skills. Keep it professional but friendly – we want to see your personality shine through!
Be Proactive in Your Approach: We love candidates who take initiative! In your application, mention specific examples of how you've solved problems or improved processes in previous roles. This shows us you're ready to tackle challenges head-on.
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at PA Media
✨Know Your Customer Support Basics
Before the interview, brush up on your customer support fundamentals. Understand common issues that arise in IT support and be ready to discuss how you would handle them. This shows you're proactive and have a solid grasp of what the role entails.
✨Showcase Your Communication Skills
Since excellent communication is key for this role, prepare examples of how you've effectively communicated with customers in the past. Think about times when you had to explain complex issues simply or manage customer expectations during a tough situation.
✨Demonstrate Problem-Solving Abilities
Be ready to share specific instances where you successfully diagnosed and resolved issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers, highlighting your analytical mindset and calm approach under pressure.
✨Familiarise Yourself with ITSM Tools
While knowledge of IT service management tools isn't essential, having a basic understanding can set you apart. Research common ITSM tools and be prepared to discuss how they can improve customer support efficiency. This shows your commitment to continuous learning and improvement.