At a Glance
- Tasks: Provide top-notch technical support and resolve IT issues efficiently.
- Company: Join a dynamic team in a leading tech environment.
- Benefits: Competitive salary, flexible working hours, and opportunities for skill development.
- Other info: Great career growth potential in a supportive and collaborative atmosphere.
- Why this job: Make a real difference by helping users and enhancing their tech experience.
- Qualifications: Hands-on technical experience and a passion for customer service.
The predicted salary is between 24000 - 26000 £ per year.
A 2nd line Technical Support analyst, with demonstrable hands-on technical experience, to provide dedicated support off-site from head office, and within the existing team, providing a robust, efficient and skilled service to maximise the resolving capability of these teams. To work closely with all other IT support teams, playing a key role in major incident service restoration activities, providing technical guidance and support and working with other cross-functional areas to resolve service incidents and problems as quickly as possible.
Direct business interaction is a key part of this role to deliver excellent customer service and manage customer expectations effectively; ensuring that Service Level Agreements (SLA’s) are adhered to and quality thresholds are maintained.
Duties and Responsibilities (not limited to):
- Support the leadership of the 2nd line Technical Support, Front Office Support and AV/VC Support teams managing workloads to ensure an efficient and effective service.
- Provide technical support to the IT Technical Support Teams.
- Ensure an ITIL best practice approach to both Incident and Problem management processes, in line with agreed SLAs.
- Proactively assist with the management of team work queues ensuring that all Requests, Incidents and Problem tickets are processed, updated and completed in a timely manner and in accordance with our procedures.
- Work closely with the IT Service Desk to promote cross-skilling and technical development of the 1st line IT Service Desk team to increase 1st line fix rate and decrease the numbers of tickets passed from 1st to 2nd line.
- Build and maintain effective working relationships. Ensure that Knowledge Articles are documented and maintained to enable efficient delivery of customer service.
- Ensure full compliance to security policies, procedures, controls and agreed SLA’s.
- Provide, on request, key management information for inclusion within team/departmental reports (e.g. dashboards, rag status, SLA’s, KPI’s, risks/issues).
- Continually review the service provided to end-users and customers to ensure it meets agreed service levels and all customers’ requirements, e.g. liaising with stakeholders identifying improvements to the service provided.
- Act as a support element to the team on particular issues and provide support and cover where there are specific service pressures.
Key Skills and Competencies:
- Strong technical hands-on experience essential.
- Demonstrable experience/knowledge of working in an ITIL environment and the ITIL lifecycle.
- Experience working with Office 365 and collaboration tools would be advantageous.
- Strong and demonstrable technical support and desktop management skillset, ideally but not limited to Windows 7/10, Microsoft Office, App-V, SCCM, AD, Group Policy, Citrix.
- Understanding of basic networking, TCPIP, DNS, DHCP etc.
- Strong customer service and support focus with a desire to deliver a high-quality customer-focused service.
- Self-motivated and highly professional with ability to lead and take ownership and responsibility.
- Ability to multi-task, work under pressure and to tight deadlines.
- A desire to learn and improve skills and knowledge.
- Adaptable and flexible to business demands.
- Strong organisational and planning skills.
- Positive ‘can-do’ attitude.
- Extensive problem-solving and troubleshooting skills.
- Excellent interpersonal and communication skills.
Salary: £24-26k pa
IT Technical Support Analyst employer: Situations Vacant
As an IT Technical Support Analyst, you will thrive in a dynamic and supportive work environment that prioritises employee growth and development. Our company fosters a collaborative culture where your technical skills are valued, and you will have the opportunity to enhance your expertise while delivering exceptional customer service. With competitive salaries and a commitment to maintaining high service standards, we ensure that our employees feel empowered and engaged in their roles.
StudySmarter Expert Advice🤫
We think this is how you could land IT Technical Support Analyst
✨Tip Number 1
Network like a pro! Reach out to folks in the IT industry, especially those already working in technical support roles. Attend meetups or webinars, and don’t be shy about asking for advice or insights. You never know who might have a lead on your dream job!
✨Tip Number 2
Show off your skills! When you get the chance to chat with potential employers, make sure to highlight your hands-on experience with tools like Office 365, SCCM, and your understanding of ITIL processes. Be ready to share specific examples of how you've solved problems in the past.
✨Tip Number 3
Prepare for interviews by brushing up on common technical support scenarios. Think about how you would handle major incidents or customer service challenges. Practising your responses will help you feel more confident and ready to impress!
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of resources to help you land that IT Technical Support Analyst role. Plus, it shows you’re genuinely interested in joining our team. Let’s get you started on this exciting journey!
We think you need these skills to ace IT Technical Support Analyst
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the IT Technical Support Analyst role. Highlight your hands-on technical experience and any relevant ITIL knowledge. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about providing excellent customer service and how you can contribute to our team. Keep it concise but impactful, and don’t forget to mention your experience with tools like Office 365.
Show Off Your Problem-Solving Skills:In your application, give examples of how you've tackled technical issues in the past. We love candidates who can demonstrate their troubleshooting skills and a positive 'can-do' attitude. Share specific situations where you made a difference!
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 shows you’re keen on joining the StudySmarter family!
How to prepare for a job interview at Situations Vacant
✨Know Your Tech Inside Out
Make sure you brush up on your technical skills, especially around Windows 7/10, Office 365, and basic networking concepts like TCP/IP and DNS. Be ready to discuss your hands-on experience and how you've tackled technical issues in the past.
✨Understand ITIL Practices
Since this role requires knowledge of ITIL processes, familiarise yourself with the ITIL lifecycle and how it applies to incident and problem management. Be prepared to share examples of how you've implemented these practices in previous roles.
✨Showcase Your Customer Service Skills
This position is all about delivering excellent customer service, so think of specific instances where you've gone above and beyond for a customer. Highlight your ability to manage expectations and maintain quality service under pressure.
✨Prepare for Scenario Questions
Expect scenario-based questions that test your problem-solving abilities. Practice articulating your thought process when troubleshooting issues, and be ready to explain how you would handle multiple tasks or tight deadlines.
