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- Tasks: Support clients with desktop and server issues via phone or remote assistance.
- Company: Join a leading technology provider focused on client-centric solutions in the financial services sector.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and professional development.
- Why this job: Be part of a fast-paced team that values problem-solving and exceptional client service.
- Qualifications: 3+ years in IT support, strong troubleshooting skills, and experience in a Microsoft environment required.
- Other info: Ideal for solution-oriented individuals who thrive under pressure and want to make an impact.
The predicted salary is between 36000 - 60000 £ per year.
This position will provide Client support for all desktop and server related issues via telephone and/or a remote location. In addition to staying abreast of industry trends and best practices, you will provide technical assistance to computer system users including problem assessment/resolution and software and hardware installation and configuration, when necessary. The Client Service Analyst must display a high level of professionalism and sound judgment at all times by promoting superior service to RFA Clients.
Our ideal candidate will have experience providing IT support to the financial services industry. They will be a solution-oriented administrator who can thrive in a fast-paced, sometimes stressful environment while maintaining a professional and composed demeanor. They will utilize their exceptional active listening, critical thinking and communication skills to resolve Client issues while promoting RFA’s brand as a Client-centric, full-service technology provider.
This role will deliver RFA Clients with a high level of hardware and software support by efficiently providing technical assistance relating to installations, upgrades, applications, email, and operating systems. The Client Service Analyst will also be responsible for servicing system users by efficiently resolving issues while carrying out troubleshooting activities and configurations as needed.
Responsibilities- Answer user inquiries regarding computer software and/or hardware operations to resolve Client issues.
- Provide onsite support to Clients and staff as a Support Engineer.
- Manage ticket queue by manually documenting, tracking, and monitoring problems while ensuring all tickets are responded to and closed in a timely manner, whether on RFA systems or the Clients.
- Effectively demonstrate a sense of urgency while acting in a professional, calm manner and manage appropriate and realistic expectations to ensure overall Client satisfaction.
- Troubleshoot Tier 1–3 issues, including Active Directory, Exchange & BES Server and DNS related issues.
- Manually log all phone calls made to the Service Desk, ensuring that all issues are captured in the Service Desk software.
- Perform analytical, technical and administrative work in the planning, design, and installation of new or existing processor-based computer systems in a complex technical environment involving multiple computing platforms/technologies.
- Resolve Client issues including referring major hardware and/or software issues or defective products to technicians for service.
- Adhere to departmental procedures to ensure Clients are kept well informed of ticket status and product availability in order to manage Client expectations and ensure overall Client satisfaction.
- Perform other duties as assigned.
- 3+ years in a Client-interfacing Service Desk/Systems Administrator role.
- Superior troubleshooting abilities enabling quick determination and resolution of software and hardware issues.
- Experience within a Microsoft environment - O365, AD, Exchange Online, Azure.
- Able to use logic/reason to identify strengths and weaknesses of alternative solutions and apply most effective resolution methodology.
- Excellent active listening, and written and verbal communication skills.
- Able to demonstrate a sense of urgency while acting in a professional, calm manner ensuring excellent Client support.
- Experience with Active Sync, Remote VPN Software, Disaster Recovery, and/or Anti Virus; some back-end knowledge is preferred.
- Able to stay abreast of changes and updates in relevant technologies.
- Financial Service Support experience preferred.
- 2 year degree or equivalent experience.
Client Service Analyst employer: RFA, Inc.
Contact Detail:
RFA, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Service Analyst
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as O365, Active Directory, and Exchange. Being able to discuss your hands-on experience with these tools during an interview will demonstrate your readiness for the role.
✨Tip Number 2
Showcase your problem-solving skills by preparing examples of how you've resolved technical issues in previous roles. This will help you illustrate your troubleshooting abilities and your capacity to handle stressful situations effectively.
✨Tip Number 3
Research the financial services industry and understand its unique challenges related to IT support. Being knowledgeable about industry trends will allow you to engage in meaningful conversations during interviews and show that you're genuinely interested in the sector.
✨Tip Number 4
Practice your communication skills, especially active listening. During interviews, make sure to listen carefully to questions and respond thoughtfully, as this role requires excellent communication with clients to ensure their satisfaction.
We think you need these skills to ace Client Service Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, especially within the financial services industry. Emphasise your troubleshooting skills and any specific technologies mentioned in the job description, such as Microsoft O365, Active Directory, and Exchange.
Craft a Strong Cover Letter: In your cover letter, demonstrate your understanding of the role and how your skills align with the responsibilities. Mention your ability to handle high-pressure situations and provide examples of how you've successfully resolved client issues in the past.
Showcase Communication Skills: Since excellent communication is key for this role, ensure that your application reflects your active listening and verbal skills. Use clear and concise language, and consider including examples of how you've effectively communicated technical information to non-technical clients.
Highlight Problem-Solving Abilities: Provide specific examples in your application that showcase your critical thinking and problem-solving skills. Describe situations where you quickly identified issues and implemented effective solutions, particularly in a client-facing environment.
How to prepare for a job interview at RFA, Inc.
✨Showcase Your Technical Skills
Be prepared to discuss your experience with troubleshooting software and hardware issues, especially in a Microsoft environment. Highlight specific examples where you've resolved complex problems, as this will demonstrate your technical proficiency.
✨Demonstrate Client-Centric Attitude
Since the role focuses on providing exceptional client support, share instances where you've gone above and beyond for clients. Emphasise your ability to maintain professionalism and composure under pressure, which is crucial in a fast-paced environment.
✨Highlight Your Communication Skills
Effective communication is key in this role. Practice articulating your thoughts clearly and concisely. Be ready to explain technical concepts in layman's terms, as you may need to assist clients who are not tech-savvy.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Prepare for scenario-based questions where you might need to troubleshoot a hypothetical issue. This will allow you to showcase your critical thinking and analytical skills effectively.
