At a Glance
- Tasks: Be the go-to person for IT issues and provide top-notch support.
- Company: Join a dynamic Managed Services team focused on customer satisfaction.
- Benefits: Enjoy flexible shifts, competitive pay, and opportunities for growth.
- Other info: Work in a fast-paced environment with a supportive team.
- Why this job: Kickstart your IT career while solving real-world problems every day.
- Qualifications: 2 years of IT support experience and strong troubleshooting skills.
The predicted salary is between 25000 - 32000 £ per year.
We are seeking a customer-focused IT Service Desk Analyst to be the first point of contact for IT incidents and service requests. You will log, triage, and resolve issues end to end, delivering excellent service in line with SLAs and aiming for first-contact resolution. This role suits someone who enjoys problem-solving in a fast-paced Managed Services environment and takes pride in delivering a positive customer experience.
Working Hours: 24x7x365 shift rota: 4 days on / 4 days off / 4 nights on / 4 days off (12-hour shifts)
Key Responsibilities- Act as the single point of contact for incidents, requests, and events
- Provide 1st line support via phone and remote tools
- Troubleshoot hardware, software, application, and network issues
- Log, prioritise, update, and escalate tickets in line with SLAs
- Communicate clearly with customers, vendors, and resolver teams
- Monitor alerts, manage events, and maintain documentation
- 2 years IT support experience (Managed Services preferred)
- Windows 7/10/11, Active Directory, Office 365, Exchange
- Basic networking knowledge (e.g. Juniper, Aruba, Fortinet)
- Remote support tools, desktop/laptop support
- Strong troubleshooting, communication, and customer service skills
- ITSM tools (e.g. ServiceNow)
- Azure experience or certification
1st Line Support employer: Roc Technologies
As an employer, we pride ourselves on fostering a dynamic and inclusive work culture that prioritises employee development and well-being. Our 1st Line Support team enjoys comprehensive training opportunities, competitive benefits, and a supportive environment that encourages innovation and collaboration. Located in a vibrant area, our 24/7 operations provide unique shift patterns that promote work-life balance while ensuring our team members are at the forefront of delivering exceptional IT support.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Support
✨Tip Number 1
Get to know the company culture before your interview. Check out their website and social media to see what they're all about. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your troubleshooting skills! Since this role is all about solving problems, brush up on common IT issues and how to resolve them. You can even role-play with a friend to simulate real-life scenarios.
✨Tip Number 3
When you get the chance to ask questions during the interview, go for it! Ask about the tools they use or how they handle high-pressure situations. This shows you're engaged and ready to dive into the role.
✨Tip Number 4
Don't forget to apply through our website! We want to make sure your application gets the attention it deserves. Plus, it’s a great way to stay updated on any new opportunities that pop up.
We think you need these skills to ace 1st Line Support
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your relevant IT support experience, especially with Windows and networking. We want to see how your skills match up with what we're looking for, so don’t be shy about showcasing your troubleshooting prowess!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Tell us why you’re passionate about providing excellent customer service and how you’ve tackled challenges in the past. We love hearing about your problem-solving adventures!
Show Off Your Communication Skills:Since you'll be the first point of contact for our customers, it’s crucial to demonstrate your communication skills. Use clear and concise language in your application to show us you can explain complex issues simply.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just a few clicks and you’re done!
How to prepare for a job interview at Roc Technologies
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Windows 7/10/11, Active Directory, and Office 365. Be ready to discuss how you've used these tools in past roles, as well as any troubleshooting experiences you've had with hardware and software issues.
✨Show Off Your Customer Service Skills
Since this role is all about delivering excellent customer service, think of examples where you've gone above and beyond for a customer. Prepare to share specific situations where you resolved issues quickly and effectively, aiming for that first-contact resolution.
✨Practice Problem-Solving Scenarios
Expect to face some technical scenarios during the interview. Practise explaining your thought process when troubleshooting common IT issues. This will demonstrate your problem-solving skills and how you approach challenges in a fast-paced environment.
✨Communicate Clearly and Confidently
Effective communication is key in this role. During the interview, focus on articulating your thoughts clearly and confidently. Remember, you're not just showcasing your technical skills but also your ability to communicate with customers and team members alike.
