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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 national living wage and career growth opportunities.
- Why this job: Kickstart your IT career while making a real impact on client success.
- Qualifications: Customer service experience and strong communication skills 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 in Glasgow employer: Rock
Contact Detail:
Rock Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land First Response Analyst in Glasgow
✨Tip Number 1
Get your networking game on! Reach out to people in the industry, join relevant groups on social media, and attend virtual meetups. You never know who might have a lead on that perfect First Response Analyst role.
✨Tip Number 2
Practice your communication skills! Since you'll be the face and voice of technical support, make sure you can explain complex issues in simple terms. Role-play with friends or family to build your confidence.
✨Tip Number 3
Show off your problem-solving skills! Prepare for interviews by thinking of examples where you've successfully resolved issues. This will demonstrate your analytical thinking and calmness under pressure—key traits for a First Response Analyst.
✨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 First Response Analyst in Glasgow
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 a First Response Analyst.
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and avoid jargon. We appreciate a friendly tone that reflects your communication skills—after all, you'll be the voice of our support!
Tailor Your Application: Take a moment to customise your application for this role. Mention specific skills or experiences that align with the job description. We love seeing candidates who take the time to connect their background to what we do at StudySmarter.
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 shows you’re keen on joining our team!
How to prepare for a job interview at Rock
✨Know Your Tech Basics
Brush up on common IT issues and troubleshooting techniques. Familiarise yourself with basic hardware, software, and networking concepts, as you'll likely be asked to demonstrate your understanding during the interview.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you provided excellent customer service. Highlight how you handled difficult situations and ensured client satisfaction, as this role is all about being the first point of contact for clients.
✨Practice Clear Communication
Since communication is key in this role, practice articulating your thoughts clearly and confidently. You might want to do mock interviews with friends or family to get comfortable with explaining technical concepts in simple terms.
✨Demonstrate Problem-Solving Abilities
Think of scenarios where you've successfully resolved issues or improved processes. Be ready to discuss your analytical thinking and how you approach problem-solving, as these skills are crucial for a First Response Analyst.
