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For Companies At a Glance
- Tasks: Provide first and second line IT support to staff across global offices.
- Company: Join The Phoenix Group Advisors, a diverse and inclusive workplace committed to equal opportunities.
- Benefits: Enjoy life insurance, private healthcare, gym membership, and a competitive salary.
- Why this job: Be part of a dynamic team, enhance your tech skills, and make a real impact.
- Qualifications: 5 years of IT experience, knowledge of hardware/software, and excellent communication skills required.
- Other info: Work 5 days a week in London with occasional minor travel.
The predicted salary is between 45000 - 50000 £ per year.
The IT Support Analyst will provide first and second line technical support to ~1300 staff and ~28 global offices. This role requires excellent customer service skills, with a focus on diagnosing and resolving support requests in a timely and professional manner.
Job Responsibilities
- Respond to and resolve all IT support calls/emails for all locations.
- Provide IT Support for all employees, in offices and working virtually.
- Serve as the first point of contact for technical support in the local office (office-based and remote) and global offices.
- Maintain, configure, deploy, and repair computer and printer hardware, including supported smart devices.
- Support meeting room and video conference facilities, including systems like Teams and Zoom.
- Track, maintain, and document all support calls, ensuring quick resolution and closure of open tickets.
- Manage hardware asset inventory and equipment lifecycle.
- Enforce IT policies and guidelines, monitor enterprise management platforms/alerts, and report security risks.
- Work closely with other IT professionals and departments to understand and address their IT needs.
- Must be able to work at 5 days per week in the local London office.
- Minor travel occasionally required (less than 10%).
The Person
- Minimum of 5 years of relevant experience.
- Knowledge of workstation hardware (Windows 11, Apple MacBooks) and mobile devices (iOS, Android, BYOD).
- Proficiency in SaaS software (Microsoft 365, Okta, AzureAD, SharePoint, Box, Teams, Slack, etc.) and other software (Windows 10/11, MacOS, Windows Server, Active Directory, Adobe Creative Cloud, etc.).
- Experience with IT Service Management platforms (BMC Helix, ServiceNow, FreshService, etc.).
- Strong understanding of networking concepts and technologies.
- Excellent documentation and process skills, and discretion in handling confidential information.
- Relevant technology certifications desirable.
- Exceptional communication and interpersonal skills, with the ability to work independently and as part of a team.
- Experience with Jamf or Intune is a plus.
- BA/BS degree in Information Technology, Computer Science, or related field is a plus.
What We Offer
- Life insurance of 4x basic annual salary.
- Private Dental Insurance.
- Private Travel Insurance.
- Private Healthcare.
- Gym membership.
- 26 days contractual leave.
- Pension (8% company contribution; 3% individual contribution).
- Participation in discretionary Company Bonus Scheme (dependent on the performance of the individual and the performance of the company).
- Base Salary competitive according to merits of the candidate.
- Salary Range - £45,000-£50,000 Annually.
The Phoenix Group Advisors is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace and prohibit discrimination and harassment of any kind based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. We strive to attract talented individuals from all backgrounds and provide equal employment opportunities to all employees and applicants for employment.
Contact Detail:
The Phoenix Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Information Technology Support Analyst
✨Tip Number 1
Familiarise yourself with the specific IT tools and platforms mentioned in the job description, such as Microsoft 365, AzureAD, and ServiceNow. Having hands-on experience or relevant certifications can really set you apart from other candidates.
✨Tip Number 2
Brush up on your customer service skills, as this role requires excellent communication and interpersonal abilities. Consider preparing examples of how you've successfully resolved technical issues for users in the past.
✨Tip Number 3
Network with current or former employees of StudySmarter or similar companies. They can provide valuable insights into the company culture and the specific challenges faced in the IT Support Analyst role.
✨Tip Number 4
Prepare to discuss your experience with hardware maintenance and troubleshooting, especially with Windows and Apple devices. Being able to demonstrate your technical knowledge in these areas will be crucial during the interview process.
We think you need these skills to ace Information Technology Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, particularly with the technologies mentioned in the job description. Emphasise your customer service skills and any specific software or hardware knowledge that aligns with the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for IT support and your ability to resolve technical issues efficiently. Mention your experience with SaaS software and any relevant certifications, and explain how you can contribute to the team.
Highlight Technical Skills: In your application, clearly list your technical skills, especially those related to workstation hardware, networking concepts, and IT Service Management platforms. This will help demonstrate your suitability for the role.
Showcase Communication Skills: Since excellent communication is key for this role, provide examples in your application of how you've successfully communicated with colleagues or clients in previous positions. This could include resolving conflicts or explaining technical issues in simple terms.
How to prepare for a job interview at The Phoenix Group
✨Showcase Your Technical Skills
Be prepared to discuss your experience with workstation hardware and software, especially Windows 11 and Apple MacBooks. Highlight your proficiency in SaaS applications like Microsoft 365 and any IT Service Management platforms you've used.
✨Demonstrate Customer Service Excellence
Since this role requires excellent customer service skills, think of examples where you've successfully resolved technical issues for users. Emphasise your ability to communicate clearly and professionally, both in person and remotely.
✨Familiarise Yourself with the Company’s IT Environment
Research the company’s IT policies and tools they use, such as Teams and Zoom for video conferencing. Understanding their specific needs will help you tailor your responses and show that you're proactive.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Prepare to walk through how you would handle common IT support scenarios, including tracking and documenting support calls, and managing hardware inventory.
