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For Companies At a Glance
- Tasks: Provide first and second line IT support to staff across global offices.
- Company: Join a diverse and inclusive company committed to equal opportunities.
- Benefits: Enjoy private healthcare, gym membership, and a competitive salary with bonuses.
- Why this job: Be part of a dynamic team solving tech challenges in a collaborative environment.
- Qualifications: 5 years of IT experience and knowledge of hardware/software required.
- Other info: Work 5 days a week in the London office with occasional 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.
Information Technology Support Analyst employer: The Phoenix Group
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 demonstrate your proficiency in these tools during an interview can set you apart from other candidates.
✨Tip Number 2
Highlight your customer service skills by preparing examples of how you've successfully resolved technical issues for users in the past. This role requires excellent communication, so showcasing your ability to explain complex concepts in simple terms will be beneficial.
✨Tip Number 3
Research common IT support scenarios and prepare to discuss how you would handle them. This could include troubleshooting hardware issues or managing software installations, which will show your proactive approach to problem-solving.
✨Tip Number 4
Network with current or former employees of StudySmarter or similar companies to gain insights into the company culture and expectations. This can help you tailor your responses during interviews and demonstrate your genuine interest in 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 Strong 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 to demonstrate your qualifications.
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 the hiring team see your fit for the role at a glance.
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 support tickets or collaborating with teams.
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 support requests. Be ready to explain how you handle difficult situations and ensure a positive experience for users.
✨Familiarise Yourself with the Company’s Tools
Research the specific tools and technologies mentioned in the job description, such as Teams, Zoom, and Jamf or Intune. Showing familiarity with these tools can set you apart and demonstrate your readiness for the role.
✨Prepare Questions for the Interviewers
Have a few thoughtful questions ready to ask your interviewers about the team dynamics, the types of challenges they face, and how success is measured in the role. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
