At a Glance
- Tasks: Provide friendly 1st Line IT Support and resolve tech issues for colleagues.
- Company: Join Truespeed, a fast-growing tech company connecting communities with reliable broadband.
- Benefits: Enjoy hybrid working, private healthcare, and 25 days annual leave plus bank holidays.
- Other info: Dynamic team environment with great career progression opportunities.
- Why this job: Develop your IT skills while making a real difference in people's lives.
- Qualifications: Experience in IT support, troubleshooting Windows 11, and excellent communication skills.
The predicted salary is between 27900 - 34100 £ per year.
Enjoy solving IT problems and ready for your next move? Bring your skills to Truespeed, work with a broad range of technology and keep developing as the business grows.
Join Truespeed’s Service Operations team, providing first-line IT support while developing your technical skills within a growing organisation.
About Truespeed: Truespeed is a regional alternative network provider connecting communities to fast, reliable full-fibre broadband, particularly where it’s needed most. We’re passionate about doing things the right way and putting customers first. Our people are at the heart of the business, with our technology teams keeping it connected and running smoothly.
The Role: You’ll support colleagues across the business, resolving incidents and service requests quickly and professionally. Using JIRA, you’ll accurately record, prioritise and resolve tickets within agreed SLAs. You’ll work with Microsoft 365, Windows 11, macOS, mobile devices, business applications and RMM tools. Based at our West Office in Bath, Somerset, you’ll work three days onsite and two from home. Increased office attendance, up to five days a week, may occasionally be required for colleague cover.
In This Role, You Will:
- Provide friendly, professional 1st Line IT Support, working with senior colleagues on complex issues.
- Manage and update JIRA incidents and requests, troubleshoot, resolve within SLAs and escalate appropriately.
- Install, configure and maintain laptops, desktops, mobile devices, software and applications; support Windows 11, macOS, Microsoft 365, iOS and Android.
- Remotely monitor and support devices using NinjaOne, Mosyle or similar RMM tools; use PowerShell for basic administration, troubleshooting and automation.
- Administer Exchange Online, Entra ID, SharePoint, Teams and OneDrive; support onboarding/offboarding, including account creation and removal.
- Assist with eDiscovery and Subject Access Requests (SARs).
- Maintain accurate technical documentation and Confluence knowledge bases.
What We’re Looking For: A customer-focused IT professional who enjoys solving problems and helping others, with:
- 1st Line IT Support, Service Desk or similar experience, including ticketing systems and SLAs.
- Experience troubleshooting Windows 11 and supporting Microsoft 365, including Exchange Online, Entra ID, SharePoint, Teams and OneDrive.
- Good Windows and desktop hardware knowledge; basic TCP/IP, routing and switching understanding.
- CompTIA A+ or an equivalent IT qualification.
- Excellent communication and customer service skills, attention to detail and organisation.
- Logical, proactive problem-solving and the ability to work independently and in a team.
- A willingness to learn and develop technical skills.
It Would Be Great If You Also Have:
- NinjaOne, Mosyle or other RMM experience.
- Practical PowerShell experience.
- eDiscovery or SARs experience.
- iOS and Android knowledge.
- Microsoft, networking or other relevant IT certifications.
- Telephony experience, such as Gnatta.
- Knowledge of Linux servers in a virtualised environment.
Why Join Truespeed? We build supportive, rewarding careers. Benefits include:
- 25 days’ annual leave plus bank holidays
- Hybrid working and free onsite parking
- Private healthcare
- Pension and life insurance
- 24/7 online GP access, plus wider health, lifestyle and financial wellbeing benefits
- Career development and progression opportunities
Be Part of Truespeed’s Journey: Passionate about technology, helping people and developing your IT career? We’d love to hear from you. Applications are reviewed on a rolling basis, so apply as soon as possible. You must live within reasonable commuting distance of our Bath office and have the right to work in the UK. We’re unable to offer visa sponsorship. No agencies, please.
Support Desk Analyst in Bath employer: Truespeed
Truespeed is an exceptional employer that prioritises employee wellbeing and career development, offering a supportive work culture in the vibrant city of Bath. With benefits like hybrid working, private healthcare, and a focus on community connection, you'll find meaningful work while enjoying a balanced lifestyle. Join us to be part of a team that values your contributions and fosters personal growth in a dynamic environment.
StudySmarter Expert Advice🤫
We think this is how you could land Support Desk Analyst in Bath
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Truespeed. 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 Truespeed 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 Support Desk Analyst in Bath
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 Truespeed:Your cover letter is your chance to shine! Tell us why you want to work at Truespeed 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 Truespeed!
How to prepare for a job interview at Truespeed
✨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.
