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- Tasks: Be the first point of contact for clients and resolve technical issues swiftly.
- Company: Join a dynamic tech company focused on outstanding customer service.
- Benefits: Fully remote role with opportunities for career growth in IT.
- Why this job: Kickstart your IT career while making a real impact on client success.
- Qualifications: Customer service experience and a passion for technology are essential.
- Other info: Collaborative team environment with a focus on professional development.
Are you ready to be a frontline hero in a fast-paced tech environment? We are looking for a fully remote customer-focused First Response Analyst to join our dynamic Service Desk team. In this role, you will be the initial point of contact for our clients, playing a critical part in delivering outstanding service and ensuring a seamless IT support experience. With a sharp focus on first-time resolution and exceptional communication, you will be the face—and the voice—of ROCK’s technical support.
This is your opportunity to build a career in IT, where every call you take, and every issue you resolve, contributes to the success of our clients and the strength of our reputation. A real opportunity to kick start your IT career! The salary is national living wage.
What you will be doing:
- Be the first point of contact for clients seeking technical assistance.
- Provide initial triage and troubleshooting for common IT issues across hardware, software, and networking.
- Log all incidents and service requests accurately and efficiently using our ticketing system.
- Follow defined processes and procedures to ensure consistent, high-quality support.
- Escalate unresolved or complex issues to Advanced Support Team in a timely and professional manner.
- Educate and guide users on basic IT functions and best practices.
- Maintain a high level of professionalism and customer service in all interactions.
- Contribute to the achievement of team KPIs, focusing on quality, speed of response and resolution, customer experience and satisfaction.
This role is your launchpad into the IT industry—where process discipline, problem-solving, and people skills come together to make a real impact.
Your Key Responsibilities in Action:
- First-Line Fixer: Deliver swift, accurate resolutions to common technical issues on first contact.
- Process Follower: Ensure adherence to processes, knowledge base articles and support protocols.
- Service Desk Gatekeeper: Accurately capture all client interactions and maintain high-quality ticket documentation.
- Customer Experience Advocate: Provide an outstanding client experience with every interaction.
- Team Player: Collaborate and liaise with other teams to ensure smooth ticket progression and service continuity.
Your Key Performance Indicators (KPIs) – What success looks like:
- KPI’s are under review and will be released before end of June.
What you need to succeed:
- Customer Service Excellence: Proven experience in a service or customer-facing role.
- Communication Skills: Strong verbal and written communication with a confident, friendly manner.
- Technical Curiosity: A genuine interest in IT and a desire to build your knowledge.
- Attention to Detail: Precision in ticket logging and adherence to procedures.
- Calm Under Pressure: Ability to remain composed and effective in a high-volume, fast-paced environment.
- Problem-Solving Mindset: Analytical thinking and a willingness to investigate and resolve issues.
Desirable Skills:
- Experience in a service desk or technical support role.
- Familiarity with service desk systems and remote support tools.
- Understanding of Microsoft Office and Windows-based environments.
- Eagerness to pursue further training and IT certifications.
First Response Analyst employer: Rock
Contact Detail:
Rock Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land First Response Analyst
✨Tip Number 1
Get your networking game on! Reach out to people in the industry, join relevant online forums, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can give you a leg up.
✨Tip Number 2
Practice makes perfect! Before any interview, do some mock sessions with friends or family. Focus on common questions for customer service roles and make sure you can showcase your problem-solving skills and calmness under pressure.
✨Tip Number 3
Show off your tech curiosity! When chatting with potential employers, share your passion for IT and any personal projects you've worked on. This will demonstrate your eagerness to learn and grow in the field.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team and making a difference in the IT world.
We think you need these skills to ace First Response Analyst
Some tips for your application 🫡
Show Your Customer Service Skills: Make sure to highlight any experience you have in customer-facing roles. We want to see how you've gone above and beyond to help clients, as this is key for the First Response Analyst position.
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and avoid jargon. We appreciate a well-structured application that gets straight to the point—just like we do with our clients!
Tailor Your Application: Take a moment to customise your application for us. Mention specific skills or experiences that relate directly to the job description. This shows us you're genuinely interested in the role and understand what we're looking for.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you get all the updates about your application status directly from us!
How to prepare for a job interview at Rock
✨Know Your Stuff
Familiarise yourself with common IT issues and troubleshooting techniques. Brush up on your knowledge of hardware, software, and networking basics, as you'll likely be asked to demonstrate your understanding during the interview.
✨Show Off Your Communication Skills
Since this role is all about customer interaction, practice articulating your thoughts clearly and confidently. Use examples from past experiences where you successfully resolved issues or helped customers, showcasing your friendly and professional manner.
✨Be a Team Player
Highlight your ability to collaborate with others. Prepare to discuss how you've worked in teams before, especially in high-pressure situations. This will show that you can contribute positively to the Service Desk team dynamic.
✨Demonstrate Your Problem-Solving Mindset
Think of specific instances where you faced challenges and how you approached solving them. Be ready to explain your thought process and the steps you took to reach a resolution, as this will reflect your analytical thinking skills.
