Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Provide top-notch IT support and resolve technical issues for customers.
- Company: Join UK Connect, a leader in advanced wireless connectivity and IoT solutions.
- Benefits: Enjoy 25 days annual leave, enhanced pension, and unique perks like Merlin passes.
- Other info: Be part of a certified Great Place to Work with excellent career growth opportunities.
- Why this job: Make a real impact in a dynamic team while developing your IT skills.
- Qualifications: Experience in 1st Line Support and a passion for customer service.
The predicted salary is between 30000 - 30000 ÂŁ per year.
UK Connect seeks a 1st Line IT Support Analyst with prior experience as the initial point of contact for all technical customer support, to help enhance our growth within the Construction Sector and other targeted industries. You will be pivotal in the monitoring of incoming incidents via the ITSM system, phone, email, and live chat software. Our mission is to connect the disconnected, bridge the connectivity gap, and unlock the full potential of all those we support.
About UK Connect
UK Connect is the leading national provider of advanced wireless connectivity, IOT solutions and professional services. We are the market leader in the UK construction sector. We enable our customers to solve their most critical technology challenges, enabling IOT technologies and Digital Transformation. We remain dedicated to connecting the disconnected, utilising enterprise-grade wireless technologies such as 5G FWA, LEO Sat, and 5G Private Cellular Networks, to name a few. Established in 2013 with a robust CAGR of 32%, UK Connect connects over 2,500 sites yearly to advanced wireless communications and IOT Solutions. We are a small but agile business of 55 people who passionately believe in our three core values: âCollective Experts, Thinking Differently and Getting it Doneâ.
About You
As an ambitious and dynamic individual, you possess a proven record in 1st Line Support within a NOC environment. You have an ability to engage stakeholders at all levels and understand how the Service Desk function contributes to the overall customer experience. You have a passion for all things IT and a dedication toward world-class customer service.
Key Responsibilities
- Ticket Investigation: Ensure sufficient information has been provided to support the effective resolution of tickets.
- Achievement of SLA's: Respond within agreed service levels.
- Customer Communication: Provide appropriate customer updates, in line with customer expectations and ticket QA procedure.
- Ticket Processing: Where level of ability is reached, tickets are escalated to continue investigation and remediation.
- User Account Processing: Creation, blocking, removal and alteration of user accounts and user access as part of the starter, leaver and role change process.
- Ticket Automation: Automated tickets are created at regular intervals and are completed as per the instructions provided.
- Ad Hoc On-Site Support: Attend customer sites or events to provide technical services, for which ample training will be provided. Services include installations, decommissions, triage, representation and learning.
Desirable Qualifications and Experience
- Vendor specific qualifications (Cradlepoint, Ruckus & others).
- Proven hands-on experience within a Service Desk.
- Understanding of Network topology and troubleshooting.
Company Culture and Values
We have been a certified Great Place to Work for four years running and care about the communities we impact. We give a percentage of our profits each year to our charity, the Farr Foundation, which supports children in getting into STEM subjects. Last year, we supported over 15,000 children.
What's In It for You?
You can make a real difference to our business, knowing you are supported by a team of 55 across two offices. We are not like other businesses with shareholders to impress, or unrealistic objectives. At UK Connect, we take a long-term view of things, meaning our focus is on fully funded personal and professional development, helping you work to the best of your abilities.
Benefits
- 25 days annual leave as standard, with options to increase to 35 days annual leave every year.
- Unique benefits points scheme giving access to lucrative offerings (cash vouchers, Merlin passes, National Trust passes, and more).
- Enhanced Pension.
- Enhanced Maternity/Paternity Leave.
- Death in Service (4x salary).
- Opportunity to work in a company recognised for its efforts to become the best workplace (Great Place to Work).
- Work under a Managing Director recognised as âOne to Watchâ in The LDC Top 50 Most Ambitious Business Leaders Programme.
- Modern and progressive office space.
- Free Parking.
- CafĂŠ, Gym and Restaurant on-site.
- Opportunity to work with a dynamic and innovative team.
- Chance to make a significant impact on the growth of a successful company.
1st Line IT Support Analyst in Farnborough employer: UK Connect
Contact Detail:
UK Connect Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land 1st Line IT Support Analyst in Farnborough
â¨Tip Number 1
Network like a pro! Reach out to current employees at UK Connect on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the role. Itâs all about making connections!
â¨Tip Number 2
Prepare for the interview by brushing up on your technical skills and customer service scenarios. Think of examples from your past experience that showcase your problem-solving abilities and how youâve handled tricky situations.
â¨Tip Number 3
Show your passion for IT! During interviews, let your enthusiasm shine through. Talk about the latest tech trends or projects youâre excited about. This will help you stand out as someone who truly cares about the industry.
â¨Tip Number 4
Donât forget to apply through our website! Itâs the best way to ensure your application gets noticed. Plus, it shows youâre genuinely interested in being part of the UK Connect team.
We think you need these skills to ace 1st Line IT Support Analyst in Farnborough
Some tips for your application đŤĄ
Tailor Your CV: Make sure your CV is tailored to the 1st Line IT Support Analyst role. Highlight your relevant experience in customer support and any technical skills that align with the job description. We want to see how you can contribute to our mission!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to express your passion for IT and customer service. Share specific examples of how you've tackled challenges in previous roles, and let us know why you're excited about joining UK Connect.
Showcase Your Communication Skills: As a 1st Line Support Analyst, communication is key. In your application, demonstrate your ability to convey technical information clearly and effectively. This will help us see how you can engage with our customers and enhance their experience.
Apply Through Our Website: We encourage you to apply directly through our website. Itâs the best way for us to receive your application and ensures youâre considered for the role. Plus, it shows us youâre keen on being part of our team at UK Connect!
How to prepare for a job interview at UK Connect
â¨Know Your Tech Basics
Brush up on your knowledge of network topology and troubleshooting techniques. Be ready to discuss common IT issues youâve resolved in the past, as this will show your hands-on experience and understanding of the role.
â¨Showcase Your Customer Service Skills
Since this role is all about customer support, prepare examples that highlight your ability to communicate effectively with customers. Think of times when you provided updates or resolved issues while keeping the customer informed and satisfied.
â¨Familiarise Yourself with UK Connect
Research UK Connectâs mission and values. Understanding their focus on connectivity and IOT solutions will help you align your answers with their goals, showing that youâre genuinely interested in being part of their team.
â¨Prepare for Scenario Questions
Expect scenario-based questions where you might need to demonstrate how you would handle specific incidents or customer interactions. Practise articulating your thought process clearly, as this will showcase your problem-solving skills and ability to think on your feet.