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For Companies At a Glance
- Tasks: Provide top-notch IT support to staff across global offices, resolving tech issues swiftly.
- Company: Join a dynamic company with a global presence and a commitment to innovation.
- Benefits: Enjoy perks like private healthcare, gym membership, and generous leave days.
- Why this job: Be part of a collaborative team that values your input and fosters growth.
- Qualifications: 5+ years in IT support, strong tech skills, and excellent communication abilities required.
- Other info: Work in a vibrant London office with occasional travel; remote work not available.
The predicted salary is between 39000 - 52000 £ per year.
The IT Support Analyst will provide first and second line technical support to approximately 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 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.
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. Being able to discuss your hands-on experience with these tools during an interview will demonstrate your readiness for the role.
✨Tip Number 2
Highlight your customer service skills by preparing examples of how you've successfully resolved technical issues in the past. This will show that you can handle support requests professionally and efficiently, which is crucial for this position.
✨Tip Number 3
Network with current or former employees of StudySmarter on platforms like LinkedIn. Engaging with them can provide insights into the company culture and expectations, which can be beneficial during your interview.
✨Tip Number 4
Prepare to discuss your understanding of networking concepts and technologies, as well as any relevant certifications you may have. This knowledge will be key in demonstrating your technical expertise and suitability for the role.
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 Relevant Experience: In your application, focus on your previous roles where you provided first and second line support. Include specific examples of how you diagnosed and resolved issues, and any metrics that demonstrate your success in improving support response times.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial in an IT support role.
How to prepare for a job interview at The Phoenix Group
✨Showcase Your Technical Skills
Be prepared to discuss your technical knowledge in detail, especially regarding workstation hardware and SaaS software. Highlight your experience with tools like Microsoft 365, Active Directory, and any relevant IT Service Management platforms.
✨Demonstrate Customer Service Excellence
Since this role requires excellent customer service skills, think of examples where you've successfully resolved support requests. Be ready to explain how you handle difficult situations and ensure a positive experience for users.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Practice articulating your thought process when diagnosing and resolving technical issues, as this will showcase your analytical skills.
✨Familiarise Yourself with Company Tools
Research the specific tools and technologies used by the company, such as Jamf or Intune. Showing familiarity with these systems can set you apart and demonstrate your proactive approach to the role.
