At a Glance
- Tasks: Provide top-notch support in a dynamic Microsoft 365 environment, tackling incidents and enhancing user experience.
- Company: Join the Pension Protection Fund, a leader in securing retirement for millions across the UK.
- Benefits: Enjoy a competitive salary, private medical insurance, flexible working, and volunteer days.
- Other info: Inclusive workplace that values diverse talent and offers great career growth opportunities.
- Why this job: Make a real difference by helping people secure their financial futures while developing your tech skills.
- Qualifications: Experience in 2nd line support, excellent customer service, and knowledge of Microsoft 365 required.
The predicted salary is between 36000 - 39000 £ per year.
At the Pension Protection Fund (PPF), we provide security in retirement for our members and millions of people throughout the UK who belong to defined benefit (DB) pension schemes. Through the PPF and Financial Assistance Scheme (FAS), we compensate members for their pensions after the employer funding their pension becomes insolvent. In total, we look after over 400,000 members across the PPF and FAS. With over £30 billion in assets under management, our investments support long-term economic growth across the UK.
We're looking for a Desktop Support Analyst to join our busy Service Delivery team to become a critical customer-facing member of the Department. The key responsibility includes providing exceptional service delivery and user experience in a Microsoft 365 (M365) cloud-first environment. Typical tasks will include managing various incidents, fulfilling service requests, processing devices, system builds, script development, network troubleshooting, software/application handling, and optimising support practices.
We're looking for someone with a proven track record in a 2nd line support role from a professional services environment (financial services preferred) that deals with business-critical teams in an end-user organisation. You'll bring excellent customer service skills to everything you do, including the ability to clearly communicate both technical and non-technical information to a diverse user base, remain calm and effective under pressure, and apply a logical, structured approach to prioritising tasks. You'll have a natural aptitude for problem-solving and be comfortable maintaining a high standard of work, whether operating independently or as part of a supervised team.
You'll demonstrate a high level of knowledge in Microsoft 365 and its applications, alongside solid experience in incident management, fault diagnosis, and resolution. Experience of any investment applications (i.e., Bloomberg Terminal) is advantageous. An ITIL Service Management qualification, or experience working within a team that follows ITIL-aligned practices, is highly desirable.
The Service Delivery team at the PPF provides a 7am - 7pm technology service at two sites located in the Croydon Head Office and the smaller Cannon Street (London) office. The post-holder will deliver this role from the Cannon Street location and may, on occasion, be expected to travel to the Croydon site. In exceptional circumstances where incidents occur, there may be a business need to work out of hours.
We're proud to be an inclusive employer and actively encourage applications from people with disabilities. We are committed to ensuring our recruitment process is inclusive and accessible. If you require any reasonable adjustments during the recruitment process, please let us know. We embrace diverse talent welcoming people with different beliefs, backgrounds, and ways of working.
Some of our Benefits:
- Defined benefit or defined contribution pension
- Private medical insurance
- Health cash plan
- Corporate discretionary bonus scheme
- Cycle to work scheme
- EASIT rail travel discount
- Flexible/hybrid working
- Volunteer days
Desktop Support Analyst - 2nd Line in London employer: Pension Protection Fund (PPF)
At the Pension Protection Fund (PPF), we pride ourselves on being an excellent employer, offering a collaborative work culture that values accuracy and integrity in data handling. Our commitment to employee growth is reflected in our continuous training opportunities and support for professional development, making this role not just a job, but a meaningful career path in the heart of the pension sector.
Contact Details:
Pension Protection Fund (PPF) Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Desktop Support Analyst - 2nd Line in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Pension Protection Fund (PPF). Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Pension Protection Fund (PPF) before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Desktop Support Analyst - 2nd Line in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Pension Protection Fund (PPF):Your cover letter is your chance to shine! Tell us why you want to work at Pension Protection Fund (PPF) specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Pension Protection Fund (PPF)!
How to prepare for a job interview at Pension Protection Fund (PPF)
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
