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For Companies At a Glance
- Tasks: Provide tech support, troubleshoot issues, and ensure customer satisfaction.
- Company: Join Virtuoso, an award-winning IT service provider with a vibrant culture.
- Benefits: Funded training, flexible hours, 25 days leave, and a fun social club.
- Other info: Enjoy a modern office with gaming facilities and subsidised gym membership.
- Why this job: Kickstart your IT career with hands-on experience and the latest tech.
- Qualifications: Passion for tech, good communication skills, and customer service experience.
The predicted salary is between 25000 - 30000 £ per year.
Start Date Immediate
What We are Looking For
We are looking for a Level 1 IT Support Analyst to join our team based in West Malling, Kent, working within our global IT managed services organisation. The successful candidate will have a passion for learning, affinity with tech and good customer service & communication skills. This is a fantastic opportunity for anyone wishing to begin their IT career or an individual with some experience looking to be part of a strong team working with the latest tech.
Key Accountabilities
- Providing tech support to clients with a focus on quick resolution of incidents, and great customer satisfaction.
- Analysing, troubleshooting, and resolving hardware, operating system and application issues.
- Processing of service requests, including: new starter, leavers, device onboarding and offboarding.
- Reviewing tickets created by clients, including categorisation and routing.
- Handling of incoming client calls, logging tickets with correct categorisation and resource assignment.
- Liaising with vendors, suppliers and internal teams.
- Continuously learn the latest technical best practices to improve efficiency.
- Escalation of tickets to our L2 and L3 engineers as per our escalation process.
Skills & Experience
Essential:
- Basic understanding of IT and cyber security concepts.
- Demonstrate excellent communication skills, both written and verbal.
- At least 1 year of experience working in a professional, customer-facing environment is beneficial.
Desirable (not essential)
- Some knowledge of the Microsoft 365 and Microsoft EntraID tech stack.
- Some knowledge of troubleshooting Windows 11 and/or macOS devices.
Location/Travel
Full time office based at our offices in Kings Hill, West Malling, ME19 4AE.
Hours
37.5 hours per week, shift-based, staggered shifts between the hours of 06:00 – 20:30.
Benefits
- Funded Training and Development: Our people’s personal development is extremely important to us. Fully-paid technical courses, training and exams are available, related to your individual roles.
- Flexibility: We are a great place to work, providing flexible work hours, great holiday entitlement and paid parental leave. 25 days paid annual leave plus additional long service leave.
- Quarterly Bonus: We operate a discretionary quarterly bonus scheme based on individual, team and company performance.
- Social Club: We hold monthly social events such as axe-throwing, bowling, go-karting and immersive gaming organised by our team.
- Great Office Culture: Modern offices with great facilities, including drinks fridge, coffee machine, snacks and fruit. Gaming console for breaks and competitions.
- Subsidised Gym Membership: Stay active with our subsidised gym membership, part of our commitment to your wellbeing.
About Virtuoso
Virtuoso is an award-winning IT service provider, supporting ambitious businesses globally since 2011. We are a technology-driven business, strengthened by our culture and commitment to serving customers. Businesses work with us because we take the complex and make it simple. We help customers harness the power of the Microsoft Cloud. Our managed technology services get the right balance of cloud platforms and traditional IT working together for them. From strategy and design, to delivery and support, our team of technical experts work 24/7, 365 days a year, empowering businesses with the cloud advantage.
IT Support Analyst in West Malling employer: Virtuoso UK
Contact Detail:
Virtuoso UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Support Analyst in West Malling
✨Tip Number 1
Get your tech knowledge up to speed! Brush up on basic IT and cyber security concepts. It’ll show you’re keen and ready to tackle the challenges of an IT Support Analyst role.
✨Tip Number 2
Practice your communication skills! Whether it’s chatting with friends or helping someone out, being able to explain tech stuff in simple terms is key. Remember, it’s all about great customer service!
✨Tip Number 3
Don’t shy away from applying through our website! It’s a direct route to us, and we love seeing candidates who are proactive. Plus, you can easily keep track of your application status.
✨Tip Number 4
Stay curious and keep learning! The tech world is always changing, so showing that you’re eager to learn new things will make you stand out. Dive into resources about Microsoft 365 or troubleshooting tips for Windows and macOS.
We think you need these skills to ace IT Support Analyst in West Malling
Some tips for your application 🫡
Show Your Passion for Tech: We want to see your enthusiasm for technology! In your application, share any personal projects or experiences that highlight your interest in IT. This could be anything from fixing your own devices to exploring new software.
Highlight Your Customer Service Skills: Since this role involves a lot of client interaction, make sure to emphasise your communication skills. Share examples of how you've provided great customer service in the past, even if it’s from a different job.
Tailor Your Application: Take a moment to customise your CV and cover letter for this specific role. Mention the key accountabilities listed in the job description and explain how your skills align with them. We love seeing candidates who pay attention to detail!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen to join our team at Virtuoso!
How to prepare for a job interview at Virtuoso UK
✨Know Your Tech Basics
Brush up on your basic IT and cyber security concepts before the interview. Even if you don’t have extensive experience, showing that you understand the fundamentals will impress the interviewers and demonstrate your passion for tech.
✨Practice Your Communication Skills
Since excellent communication is key for this role, practice explaining technical concepts in simple terms. You might even want to role-play with a friend to get comfortable with handling customer queries and logging tickets.
✨Familiarise Yourself with Microsoft Tech
If you can, take some time to learn about Microsoft 365 and Windows 11. Even a basic understanding can set you apart from other candidates and show your initiative to learn about the tools you'll be using.
✨Show Enthusiasm for Learning
This position is all about growth and development. Be ready to discuss how you plan to continuously learn and improve your skills. Mention any courses or resources you’re interested in, as this aligns perfectly with the company’s commitment to training and development.