At a Glance
- Tasks: Provide first-line support for tech issues and ensure customer satisfaction.
- Company: Join a dynamic team focused on innovative IT solutions.
- Benefits: Flexible shifts, competitive pay, and opportunities for growth.
- Other info: Collaborative environment with a focus on professional development.
- Why this job: Be the hero who solves tech problems and helps users thrive.
- Qualifications: Strong communication skills and a passion for technology.
The predicted salary is between 25000 - 30000 € 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). The aim is to provide efficient and effective customer services through the recording and managing of telephone and email queries, incidents, or service requests, aligning to ITIL methodology.
Main Responsibilities:
- Onsite, shift-based role including early shifts (starting at 7am), late shifts (finishing at 10pm), and weekend shifts.
- First Line Support within the End User Technology team, handling support queries via phone call, email, and ServiceNow Chat.
- Responding to telephone and email incidents, queries, and service requests in a professional and courteous manner based on an agreed SLA or OLA.
- Logging all works, ensuring incidents, queries, and service requests are logged, prioritised, tracked, and resolved within predefined Service Levels.
- Operating in a flexible mode, seamlessly switching between a telephone/desk-side role as required.
- Agreeing work priority levels with customers to manage expectations and ensure tickets reflect risk and impact accordingly.
- Investigating incidents remotely or desk-side, using an agreed toolset to log on to the customer's machine for troubleshooting.
- Correctly routing tickets to the appropriate team if first line knowledge or access is insufficient.
- Dealing with and communicating escalations accordingly.
- Seeking missing knowledge where appropriate, documenting and disseminating it accordingly.
- Undertaking agreed proactive works to maintain systems and avoid tickets being raised.
- Maintaining and growing relationships across immediate and wider IT teams to resolve customer requests promptly.
- Ensuring Information Security considerations and controls adhere to the Information Security/Computer Policy.
- Aligning to threat response procedures defined by the IT Security Team owned by IT Helpdesk Team Lead.
- Ensuring customer satisfaction levels are maintained and improved where possible.
- Maintaining a personable desk-side manner to put users at ease.
- Recognising and adhering to change management processes to protect the production environment.
- Managing liaison with suppliers (including internal) to ensure fixes are delivered in a timely fashion.
Helpdesk Analyst in London employer: TXP
As a Helpdesk Analyst with us, you will be part of a dynamic team dedicated to delivering exceptional customer service in a fast-paced environment. Our company fosters a collaborative work culture that prioritises employee growth through continuous training and development opportunities, ensuring you are well-equipped to handle diverse technology challenges. Located in a vibrant area, we offer flexible shift patterns and a supportive atmosphere that values your contributions and promotes work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Analyst in London
✨Tip Number 1
Get to know the company culture before your interview. Check out their website and social media to see how they interact with customers and employees. This will help you tailor your responses and show that you're a great fit for their team.
✨Tip Number 2
Practice your troubleshooting skills! Since you'll be dealing with tech issues, brush up on common problems and solutions related to desktops, laptops, and software. Being able to demonstrate your knowledge during the interview can really set you apart.
✨Tip Number 3
Don’t forget to prepare some questions for your interviewer. Ask about their approach to customer service or how they handle escalations. This shows you're genuinely interested in the role and helps you gauge if it's the right fit for you.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're proactive and keen to join our team. Let’s get you started on this exciting journey!
We think you need these skills to ace Helpdesk Analyst in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Helpdesk Analyst role. Highlight your experience with first point of contact support and any relevant ITIL knowledge. We want to see how your skills match what we're looking for!
Showcase Your Communication Skills:Since this role involves a lot of customer interaction, it's crucial to demonstrate your communication skills. Use clear and concise language in your application, and maybe share examples of how you've effectively resolved customer queries in the past.
Be Honest About Your Availability:This position requires flexibility with shifts, so be upfront about your availability. If you can handle early mornings or late shifts, let us know! We appreciate transparency and it helps us find the right fit.
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s super easy and ensures your application goes directly to us. Plus, we love seeing applications come in through our own platform!
How to prepare for a job interview at TXP
✨Know Your ITIL Basics
Make sure you brush up on ITIL methodology before the interview. Understanding how it applies to helpdesk operations will show that you're serious about providing efficient customer service and can align with their processes.
✨Practice Your Communication Skills
Since this role involves a lot of customer interaction, practice explaining technical issues in simple terms. Role-play common scenarios with a friend to ensure you can communicate clearly and courteously, whether over the phone or face-to-face.
✨Familiarise Yourself with Common Tools
Get to know the tools mentioned in the job description, like ServiceNow. If you have experience with similar ticketing systems, be ready to discuss how you've used them to log and track incidents effectively.
✨Show Your Problem-Solving Skills
Prepare examples of how you've resolved technical issues in the past, especially at the first point of contact. Highlight your ability to troubleshoot and escalate when necessary, demonstrating your proactive approach to customer satisfaction.
