At a Glance
- Tasks: Provide first-line support for tech issues and ensure quick resolutions for customers.
- Company: Dynamic company focused on delivering top-notch customer service.
- Benefits: Competitive pay, flexible shifts, and opportunities for skill development.
- Other info: Shift-based role with potential for career advancement.
- Why this job: Join a team that values your problem-solving skills and helps you grow.
- Qualifications: Strong communication skills and a passion for technology.
The predicted salary is between 25000 - 35000 £ per year.
The role of the Helpdesk/End User Technology Analyst comprises two distinct business requirements geared around ensuring "First Point of Contact" and "First Contact Resolution" for our customers. The role exists to restore end user technology issues or request completions as soon as possible (either remotely or at desk side); to provide efficient and effective customer services through the recording and managing telephone and email queries, incidents, or service requests. Aligning to ITIL methodology, providing an efficient and customer-focused Helpdesk/Service Desk to the business.
Providing desk-side assistance for "line of business" applications, core device support and operating systems, specifically; desktops, laptops, Apple Mac and the corporate software stack including business applications.
Main Responsibilities:- The role is onsite and is a shift-based role - This includes early shifts (starting at 7am), late shifts (finishing at 10pm) and weekend shifts.
- Role is First Line Support within the End User Technology team (handling support queries that come in via phone call, email and ServiceNow chat).
- If you are not able to resolve this at 'First point of contact', then support tickets would be escalated to Level 2 Support teams.
- Responding to telephone and email incidents, queries.
Helpdesk Analyst employer: TXP Technology x People
As a Helpdesk Analyst with us, you'll be part of a dynamic team dedicated to delivering exceptional customer service in a fast-paced environment. We pride ourselves on fostering a collaborative work culture that values employee growth and development, offering training opportunities aligned with ITIL methodologies. Located in a vibrant area, our company provides unique advantages such as flexible shift patterns and a supportive atmosphere that encourages innovation and teamwork.
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Analyst
✨Tip Number 1
Get to know the company before your interview! Research their values, culture, and recent projects. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Helpdesk Analyst, you'll be dealing with customers all day. Try role-playing common scenarios with a friend or family member to boost your confidence and refine your approach.
✨Tip Number 3
Be ready to showcase your problem-solving skills! Prepare examples of how you've resolved tech issues in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers during interviews.
✨Tip Number 4
Don't forget to apply through our website! We want to see your application and get you on board. Plus, it’s a great way to stay updated on any new roles that might pop up!
We think you need these skills to ace Helpdesk Analyst
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience that aligns with the Helpdesk Analyst role. We want to see how your skills match our needs, so don’t be shy about showcasing your customer service and technical support expertise!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about providing first-class support and how you can contribute to our team. Keep it concise but engaging – we love a bit of personality!
Showcase Your Problem-Solving Skills:In your application, give examples of how you've tackled tech issues in the past. We’re looking for those 'first contact resolution' moments, so share any stories that demonstrate your ability to resolve problems efficiently.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just a few clicks and you’re done!
How to prepare for a job interview at TXP Technology x People
✨Know Your Tech
Brush up on your knowledge of common end-user technology issues, especially with desktops, laptops, and Apple Macs. Be ready to discuss how you would troubleshoot typical problems, as this will show your technical competence and readiness for the role.
✨Customer Service Focus
Since the role is all about providing excellent customer service, think of examples from your past experiences where you resolved customer issues effectively. Highlight your ability to communicate clearly and empathetically, as this is key to achieving 'First Contact Resolution'.
✨Familiarise with ITIL Methodology
Understanding ITIL principles can give you an edge in the interview. Be prepared to explain how you would apply these methodologies in a helpdesk environment to improve service delivery and efficiency.
✨Shift Flexibility
This role requires shift work, so be ready to discuss your availability and willingness to work early mornings, late evenings, and weekends. Showing that you're flexible and committed to meeting the team's needs will make a positive impression.
