At a Glance
- Tasks: Provide first line IT support and resolve technical issues for customers via various channels.
- Company: Join a supportive team in a dynamic IT environment based in Perth.
- Benefits: Competitive salary, training opportunities, and potential for long-term employment.
- Other info: Flexible shift patterns and opportunities for career growth.
- Why this job: Kickstart your IT career while helping others and gaining valuable experience.
- Qualifications: Basic IT knowledge and excellent communication skills required; training provided.
The 1st Line Support Analyst will provide the initial support and triage for new and ongoing incidents by phone, e-mail, self-service portal, chat and in person (for walk-in customers); for reported incidents, as well as handling service request fulfilment; whilst ensuring a high level of customer service. This role is the central point of contact for all 1st Line IT related incidents and service requests, supporting internal customers across multiple sites. Role will be based on site in Perth.
Applicants must have at least some basic IT experience and have excellent communication skills to be considered for interview. However, this employer offers training opportunities to their staff and long-term employment.
2 alternating shift patterns – 8.00 am - 4.30 pm and 9.00 am - 5.30 pm
Knowledge & experience required:
- Basic technical understanding to solve simple problems.
- Basic knowledge of network troubleshooting, desirable.
- Able to work under own initiative and motivated to learn.
- Team player that contributes to team discussions and seeks clarification when unsure.
- Excellent customer service skills and exceptional telephone manner.
- Basic knowledge of ITIL standards.
- Good knowledge of Microsoft operating systems and products, with an emphasis on Windows 10, as well as Microsoft Office 365, able to operate confidently with minimal guidance.
- Basic knowledge of iOS, Android mobile operating systems.
- Full UK Driver’s license or working towards having your driver’s licence.
Overall purpose of the role:
- Provide first line support to end users on various technical issues and problems relating to hardware, software, network and connectivity via telephone, email, chat, and self-service.
- Carry out initial triage and diagnostic of problems and resolve where possible in a timely manner according to SLA’s.
- Complete service request fulfilment, including ordering new equipment and ensuring it is sent to the customer directly or to an IT centre for configuration prior to being sent on to the customer.
- Where first line contact resolution is not possible, escalate to appropriate support teams and third-party suppliers, as necessary.
- Log & prioritise all incidents, service requests, change requests in our ITSM tool - ServiceNOW.
- Take ownership of customer problems and follow up the status of problems with the customer and communicate progress in a timely manner.
- Perform IT administration duties as required.
- Maintain IT asset records accordingly.
- Actively participate in Continual Service Improvement.
- Carry out testing when updates are released for our ServiceNow Platform.
Salary: Basic salary £26,000 dependant on experience, rising to £27,000 after the probationary period.
If you are interested in this position and you have the relevant skills/experience, please contact Jan by sending your CV in the first instance. Full job brief is available on request.
1st Line IT Support Analyst in Perth employer: Think Staffing
Join a dynamic and supportive engineering team in Dursley, Gloucestershire, where your contributions will directly impact the development of bespoke products. Our company fosters a collaborative work culture that prioritises knowledge sharing and employee growth, offering competitive salaries, comprehensive health care benefits, and a generous holiday allowance. With a focus on long-term career development, this is an excellent opportunity for those looking to advance their skills in embedded software and digital electronics.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line IT Support Analyst in Perth
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Think Staffing values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Think Staffing might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Think Staffing!
✨Direct Apply to Think Staffing
Let's not forget to apply directly through the Think Staffing website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace 1st Line IT Support Analyst in Perth
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Think Staffing.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Think Staffing. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Think Staffing
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
