At a Glance
- Tasks: Provide essential IT support to 1000 users across the UK, ensuring smooth operations.
- Company: Join a dynamic team at a leading company in Northampton.
- Benefits: Competitive salary, hands-on experience, and opportunities for growth.
- Other info: Collaborative environment with a focus on professional development.
- Why this job: Be a key player in tech support and make a real difference every day.
- Qualifications: Experience in 1st/2nd line support and knowledge of Microsoft 365 required.
As a 1st / 2nd line Support Analyst in a team of Field Engineers and Support Analysts, you will be a key player in ensuring the smooth operation of the IT systems. Based at head office in Northampton, you will provide essential support to around 1000 users across multiple sites around the UK. You will provide support on a range of Microsoft based IT systems especially Microsoft 365 along with a range of bespoke applications.
Your day-to-day responsibilities as part of the support team will be to:
- Respond to IT-related telephone calls and emails from colleagues, providing timely and effective support.
- Log and resolve IT requests within agreed targets.
- Administer the Microsoft Estate and other key business systems.
- Monitor and manage IT requests, coordinate projects, handle IT procurement requests, and oversee IT security administration.
- Oversee the Moves, Additions, Deletions, and Changes (MADC) process, including setting up new users on Microsoft 365.
- Monitor internal IT mailboxes and respond to colleague requests and automated alerts using the IT Service Management tool.
- Collaborate with third-party technology and support providers across applications, infrastructure, networking, and telephony.
- Maintain and update the IT SharePoint page, share best practices, and contribute to our technology knowledge database.
- Provide general help and advice to users, utilizing remote desktop tools.
Your background:
- Experience as a 1st / 2nd line support analyst - service desk and deskside support.
- Experience in IT administration and support of Microsoft-based systems specifically Microsoft 365, along with IP Telephony and networking.
- Experience with FreshDesk or similar.
Service Desk Analyst in Northampton employer: Som3
As an Operational Change Lead at our company, you will thrive in a dynamic and supportive environment that prioritises employee growth and development. With a focus on collaboration across the Birmingham, Leeds, and Manchester regions, we offer a flexible mainly remote working arrangement, competitive salary, and opportunities to engage in meaningful change initiatives that drive operational excellence. Join us to be part of a culture that values innovation, continuous improvement, and the successful implementation of strategic projects.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst in Northampton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Som3. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Som3 before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Analyst in Northampton
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Som3:Your cover letter is your chance to shine! Tell us why you want to work at Som3 specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Som3!
How to prepare for a job interview at Som3
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
