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For Companies At a Glance
- Tasks: Join our support team to assist users with tech issues via various channels.
- Company: Be part of a dynamic IT environment focused on excellent service delivery.
- Benefits: Enjoy flexible working hours and the chance to work in a hybrid model.
- Why this job: Great opportunity to develop your skills while making a real impact on user experience.
- Qualifications: 2 years of IT Service Desk experience and familiarity with Windows, Office365, and troubleshooting.
- Other info: Out-of-hours support required on a rota basis; ideal for proactive team players.
The predicted salary is between 28800 - 43200 £ per year.
Overall Role Objectives
Reporting to the Support Lead, you will be a key member of our support team. This role will be extremely varied and demanding where you will need to hit the ground running and be able to multi-task in a fast-paced environment. You will be assisting technical and non-technical users in resolving issues reported via email, telephone, face to face or via Service Desk tickets. You will be highly motivated, proactive and have a “can-do” attitude towards delivering excellent service to our user community. You will need excellent spoken and written communication skills as you will be liaising with all areas of the business and at all levels.
Key Behaviours
- Excellent Customer Service Skills – A high level of customer service skills working within a high pressure IT environment, delighting our users with a friendly, quick and helpful response.
- Excellent Communication - Ensure issues are addressed and business users updated with progress on their issues at every step of the way.
- Team player - Be able to work within your team, the wider IT team and the business units. Communicate well on your tasks/progress and understand the wider context in which you work.
- Flexible - We operate a rota for Out-of-Hours support, supporting critical issues affecting our sites so you will need to be open to flexible working hours.
Tasks/Responsibilities
- Operational day-to-day management of new and existing tickets assigned to you ensuring SLA’s are met and KPI requirements are fulfilled.
- Logging, management and ownership of Incidents and Service Requests via the IT ticketing system providing first time fixes where appropriate.
- Interaction with customers at all levels within the business via phone, email, face to face and ticketing system.
- Providing customers with regular communication on the progress of their issue/request from ticket being logged through to resolution.
- Liaising with internal IT teams for escalation of issues.
- Liaising with third party suppliers for resolution of issues.
- Providing Out of Hours Support when assigned on a rota basis.
- Project work as and when required.
People
- Communicate in a civil and effective manner.
- Act in a responsible and professional manner at all times.
- Respect other team members and assist when required.
- Inform the management team of any training requirements needed to fulfil your role.
- Be an active team player committed to achieving success.
Operational Excellence
- Continually demonstrate professionalism across all areas of the role, as well as interaction with the business and third parties.
- Ensure that appropriate responses are made in a timely fashion to requests/instructions from management, the business or the SRI Group.
Essential Knowledge, Skills & Experience
Skills
- You should be familiar with resolving issues via phone/remote access tools and be familiar with the following:
- Windows 10/11
- Microsoft Dynamics
- Office365
- Microsoft Exchange
- Service Desk tools (ManageEngine is currently used)
- Remote connectivity tools
- Active Directory/Entra - Access management
- Microsoft O365 Admin Centre - administration/access
- Printer configuration and troubleshooting
- Email troubleshooting
- Network troubleshooting/Meraki (desirable)
- Telephony systems Mitel/Avaya or similar (desirable)
Experience/Knowledge
- You will have at least 2 years IT Service Desk experience with a good level of IT knowledge.
- You should be a fast learner and be able to pick up knowledge quickly that can be applied to our bespoke applications.
- You should have the ability to work proactively under own initiative or effectively as part of a team with a passion for providing high quality customer service.
- ITIL Foundation v4 (desirable)
Support Analyst employer: Shaw Daniels Solutions
Contact Detail:
Shaw Daniels Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Analyst
✨Tip Number 1
Familiarise yourself with the specific tools and technologies mentioned in the job description, such as Windows 10/11, Microsoft Dynamics, and Service Desk tools like ManageEngine. Having hands-on experience or knowledge of these systems will give you a significant edge during the interview.
✨Tip Number 2
Demonstrate your customer service skills by preparing examples of how you've successfully resolved issues in high-pressure situations. Be ready to discuss your approach to communication and how you keep users informed throughout the resolution process.
✨Tip Number 3
Show your flexibility and willingness to work out-of-hours by mentioning any previous experience with shift work or on-call support. This will highlight your commitment to providing excellent service, even during critical times.
✨Tip Number 4
Prepare to discuss your teamwork skills by thinking of instances where you've collaborated effectively with others. Emphasise your ability to communicate progress and challenges clearly, as this is crucial for working within a support team.
We think you need these skills to ace Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT Service Desk roles. Emphasise your customer service skills and any specific technical knowledge related to the tools mentioned in the job description, such as Windows 10/11, Microsoft Dynamics, and Office365.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the Support Analyst role. Mention your ability to multi-task in a fast-paced environment and provide examples of how you've successfully resolved issues for users in previous positions.
Showcase Communication Skills: Since excellent communication is key for this role, ensure that your application reflects your written communication skills. Use clear and concise language, and consider including a brief example of how you effectively communicated with a team or user to resolve an issue.
Highlight Flexibility: Mention your willingness to work flexible hours, especially for Out-of-Hours support. This shows that you are adaptable and ready to meet the demands of the role, which is crucial for a Support Analyst.
How to prepare for a job interview at Shaw Daniels Solutions
✨Showcase Your Customer Service Skills
As a Support Analyst, you'll need to demonstrate your ability to provide excellent customer service. Prepare examples of how you've successfully resolved issues for users in the past, highlighting your friendly and efficient approach.
✨Communicate Clearly and Effectively
Since communication is key in this role, practice articulating your thoughts clearly. Be ready to explain technical concepts in simple terms, as you will be liaising with both technical and non-technical users.
✨Demonstrate Your Problem-Solving Abilities
Be prepared to discuss specific instances where you've tackled complex issues. Highlight your analytical skills and your ability to think on your feet, especially in high-pressure situations.
✨Emphasise Teamwork and Flexibility
This role requires collaboration with various teams and flexibility in working hours. Share experiences that showcase your ability to work well within a team and your willingness to adapt to changing circumstances.
