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- Tasks: Provide advanced troubleshooting and technical support for IT issues.
- Company: Join Servaada, Wipro's innovative UK entity focused on positive change.
- Benefits: Competitive salary, diverse workplace, and opportunities for professional growth.
- Why this job: Be the bridge between frontline support and specialists, making a real impact.
- Qualifications: 1+ years in troubleshooting, excellent communication, and customer service skills.
- Other info: Embrace diversity and inclusion in a dynamic work environment.
The predicted salary is between 30000 - 40000 £ per year.
Servaada is Wipro's UK entity, authorised by the FCA (the UK financial services regulator) to undertake regulated activities on behalf of its clients, as an outsourced service provider.
The role is key to supporting the IT Service Desk Team providing advanced troubleshooting and technical expertise for issues escalated from 1st Line support and IT Asset Management. You act as the bridge between frontline support and specialist/engineering teams, ensuring complex problems are resolved efficiently, and customers receive a high-quality service experience.
Diagnose and resolve issues related to:
- Networking (TCP/IP, DNS, DHCP, VPN)
Perform in-depth troubleshooting using remote tools and diagnostic methods.
Escalate unresolved issues to 3rd Line or specialist teams with clear documentation.
Maintain accurate ticket updates, technical notes, and resolution steps.
Support asset inventory for Norwich Kit and call recording retrieval.
What are we looking for?
The Technical Support qualities that we are looking for include:
- At least 1 year’s experience in troubleshooting hardware/software issues
- Experience with service desk tools (e.g., ServiceNow and Jira)
- Proficiency in Active Directory, Office 365/Azure, and common enterprise applications
- Excellent communication skills with good organisational skills
- Ability to make effective decisions under pressure
- Strong commitment to customer service
- Ability to communicate effectively with non-IT literate users
Additional desirable attributes include knowledge of asset tracking and tagging, achieving or having undertaken the ITIL Service Management V3/V4 Foundation Course.
Servaada is an advocate for positive change and conscious inclusion. As a global employer, we strive to create a diverse Wipro family by remaining committed to the development of our culture, diversity, equality, and inclusion in the workplace. All applicants are welcome.
Technical Support Analyst in Norwich employer: Servaada - a Wipro Company
Contact Detail:
Servaada - a Wipro Company Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Analyst in Norwich
✨Tip Number 1
Network, network, network! Reach out to people in the industry, especially those already working at Servaada or similar companies. A friendly chat can sometimes lead to job opportunities that aren’t even advertised.
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills and troubleshooting methods. Be ready to demonstrate your problem-solving abilities with real-life examples, as this will show you can handle the pressure of the role.
✨Tip Number 3
Don’t forget to showcase your communication skills! Practice explaining complex technical issues in simple terms, as this is crucial for a customer-facing role. Remember, it’s all about making the customer feel understood and supported.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, you’ll find all the latest job openings there, so keep checking back for new opportunities!
We think you need these skills to ace Technical Support Analyst in Norwich
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience with troubleshooting hardware and software issues. Use keywords from the job description, like 'service desk tools' and 'Active Directory', to show we’re on the same page.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Share specific examples of how you've provided excellent customer service and resolved complex issues. We want to see your personality and passion for tech support!
Show Off Your Communication Skills: Since this role involves interacting with non-IT literate users, make sure to demonstrate your ability to explain technical concepts in simple terms. We love clear and effective communicators!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at Servaada - a Wipro Company
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around networking concepts like TCP/IP, DNS, and DHCP. Be ready to discuss your troubleshooting experiences and how you've resolved complex issues in the past.
✨Show Off Your Communication Skills
Since this role involves interacting with non-IT literate users, practice explaining technical concepts in simple terms. Think of examples where you've successfully communicated complex information to someone without a tech background.
✨Familiarise Yourself with Service Desk Tools
Get comfortable with tools like ServiceNow and Jira. If you have experience using them, be prepared to share specific instances where these tools helped you manage tickets or track issues effectively.
✨Demonstrate Your Customer Service Commitment
Prepare to discuss how you prioritise customer service in your work. Think of scenarios where you went above and beyond to ensure a positive experience for users, as this is crucial for the role.