At a Glance
- Tasks: Provide 1st line IT support and troubleshoot technical issues for over 1,600 users.
- Company: Join a dynamic IT team focused on customer service and technology.
- Benefits: Gain valuable experience, develop your skills, and enjoy a supportive work environment.
- Other info: Flexible working hours with opportunities for career growth and occasional travel.
- Why this job: Make a real difference by helping users solve their tech problems every day.
- Qualifications: Previous IT support experience and strong communication skills are essential.
The predicted salary is between 35000 - 40000 £ per year.
We're looking for a customer-focused IT Service Desk Analyst to join our busy and fast-paced IT team. As the first point of contact for over 1,600 users, you'll provide high-quality 1st line support, ensuring IT incidents and service requests are resolved efficiently while delivering an outstanding customer experience.
This is an excellent opportunity for someone with previous IT Service Desk experience who enjoys troubleshooting technical issues and working with a wide range of technologies.
Key Responsibilities- Provide 1st line technical support for Windows 11 devices, Microsoft 365, Outlook, Teams and iOS devices via phone, service portal and face-to-face.
- Diagnose and resolve user issues relating to Active Directory, password resets, user accounts, Microsoft 365 applications, hardware and software.
- Log, prioritise and manage incidents and service requests using ITSM tools, ensuring all tickets are updated and resolved within agreed SLAs.
- Support and troubleshoot laptops, desktops, mobile devices, printers and peripheral hardware.
- Take ownership of user issues through to resolution, keeping customers informed throughout the support lifecycle.
- Escalate complex technical issues to 2nd and 3rd Line Support and third-party vendors where appropriate.
- Assist with Microsoft Defender, SharePoint and remote support tools such as GoTo Assist to investigate and resolve incidents.
- Maintain accurate IT asset records, user documentation and technical knowledge articles.
- Provide support across multiple office locations, with occasional travel between sites.
- Previous experience in an IT Service Desk or IT Support role.
- Excellent customer service and communication skills.
- A proactive approach with strong problem-solving abilities.
- Confidence supporting users with varying levels of technical knowledge.
- Excellent attention to detail and organisational skills.
- Experience with some or all of the following is desirable:
- Windows 11
- Microsoft 365
- Active Directory
- ITSM tools
- Microsoft Outlook
- Microsoft Teams
- Microsoft Defender
- SharePoint
- GoTo Assist
- iOS (iPhone & iPad)
- PC hardware and peripheral troubleshooting
Monday to Friday Shift rota covering 8:00am - 6:00pm. Occasional travel to other office locations as required.
If you're passionate about technology, enjoy helping people and want to develop your career within a supportive IT team, we'd love to hear from you.
1st Line Support Analyst in Wilmslow employer: Som3
As a Data Governance Manager in the public sector, you will join a forward-thinking organisation that prioritises accountability and ethical data management. With a strong commitment to employee development, we offer comprehensive training programmes and opportunities for career advancement, all within a collaborative work culture located in vibrant cities like Birmingham, Manchester, Sheffield, or Newcastle. Our focus on meaningful work ensures that your contributions will have a lasting impact on the community and the governance landscape.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Support Analyst in Wilmslow
✨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 1st Line Support Analyst in Wilmslow
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.
