At a Glance
- Tasks: Provide top-notch technical support and build strong client relationships.
- Company: Join WestSpring IT, a fun and vibrant Managed IT provider.
- Benefits: Enjoy 25 days holiday, flexible working, and health insurance.
- Other info: Work in a lively environment with great career development opportunities.
- Why this job: Be part of a dynamic team and make a real impact every day.
- Qualifications: 2 years in 1st line support with excellent communication skills.
The predicted salary is between 25000 - 35000 € per year.
About Us
We’re WestSpring IT, a fast-growing Managed IT provider. We deliver IT support and services with a difference, enabling our clients to succeed whilst building long-lasting relationships – and having fun along the way. Our team are the beating heart of the business, and our vibrant modern offices provide an environment that allows everyone to thrive and flourish. We have a lot of fun and are a truly supportive bunch both inside and outside the work environment. Building great relationships with our amazing clients is paramount! We’re real people – not robots, who are passionate about delivering a first-class experience to all our clients.
The Role
Due to continued growth we are currently seeking an experienced 1st Line Technical Analyst to join our amazing team and provide outstanding support to our clients. This role offers an exciting opportunity for someone to join our growing team within a service-led company that uses cutting edge modern technology. Working closely with our Service Desk Team Leads, this dynamic role will give you the opportunity to get involved with a range of tasks, meaning each day is different. With a high level of responsibility, the role will have a direct impact on the business. Team and client interaction is massive for us; you will know all the clients and have a direct impact on the growth of the team and business.
Responsibilities
- Acting as the first point of contact for clients seeking technical support.
- Ensuring calls and emails are logged quickly and efficiently.
- Provide remote diagnostics of support cases, following our prioritisation guidelines and ensuring SLA’s are adhered to at all times.
- Supporting our clients via the support system, ensuring our processes and workflows are followed and the system is updated with all call and applicable internal notes.
- Providing well thought out and comprehensive updates to clients, ensuring at best in class client experience is achieved at all times.
- Escalate to 2nd Line support colleagues or request help or advice from colleagues as applicable.
- Complete proactive maintenance of client networks using our proactive support tools.
- Managing client documentation.
- Managing and fulfilling new workstation build requests and user setups.
- Supporting the project or technical consultant team as required – including time onsite with clients.
- Identifying training needs and arranging time for ongoing learning and development with the First Line Technical Response Manager.
- Identifying possible improvements on processes and procedures.
- Working with our process coordinators to review and enhance starter and leaver processes for clients, ensuring consistency, efficiency, and scalability.
Person Specification
A minimum of 2 years’ experience in 1st line support. Professional, friendly approach with the ability to perform well under pressure. Punctual and good attention to detail. Excellent written and verbal communication skills. Good troubleshooting/problem solving skills. Office 365 administration & troubleshooting skills. Desktop troubleshooting. Enthusiastic to learn and develop skills. Network & Firewall knowledge and troubleshooting. Windows server administration. Knowledge of virtualisation software and cloud services such as Azure and AWS would be beneficial.
Why Join WestSpring
At WestSpring we offer unparalleled levels of IT service delivered via our unique unlimited concept, turning the typical IT service contract on its head. We specialise in providing IT consultancy and support services to businesses across the UK. We believe that great IT is great for business. WestSpring was founded with a passion for delivering professional, friendly and bespoke IT support services and building long-lasting relationships with clients. At WestSpring quality is everything. We only use products and systems of the highest quality to ensure that all our clients only get the very best. We are constantly evolving, reviewing, and enhancing our service offering. We’re a fast-paced business where no two days are the same. Our culture is what makes us different. We expect a lot of ourselves and each other - we nourish our people and help them thrive in their chosen field; balance professional and personable; and deliver the balance between client service and company profitability.
What We Offer
The WestSpring HQ, based at Aztec West in Bristol, is vibrant, fun, supportive, and inclusive team. Beyond working with fabulous colleagues and great clients, we offer:
- 25 days holiday + bank holidays
- Flexible working
- Full health insurance
- Games room including consoles, pool table, tennis table, dartboard
- Well stocked kitchen including a decent coffee machine and teabags(!), monthly breakfast club, breakfast food, office pick-n-mix, and drinks fridge
- Monthly company update day includes a briefing from the Board, team meetings, training sessions, and a ‘grand’ lunch
- Employee Assistance Programme/Support
- Employee & Client referral scheme up to £1,000
- Professional development opportunities including internal training, external certification, general and soft skill development, industry training/conferences, and everything in between.
How To Apply
If you want to work in a vibrant fast paced, fun environment that breaks the mould of usual IT providers - this could well be the role for you! To apply please…
1) Upload your CV
2) Upload a covering letter matching your experience to the job description, and answering the questions below:
a. Explain why would you like to work at WestSpring, and why should you join the team?
b. Describe the unique skills and/or experiences you bring that make you a good fit for this role?
1st Line Technical Analyst employer: WestSpring IT Ltd
At WestSpring IT, we pride ourselves on being a vibrant and supportive employer that fosters a fun and inclusive work culture. Our Bristol-based headquarters offers a dynamic environment where employees can thrive, with ample opportunities for professional development, flexible working arrangements, and a range of unique benefits including health insurance and a games room. Join us to be part of a passionate team dedicated to delivering exceptional IT support while building lasting relationships with our clients.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Technical Analyst
✨Tip Number 1
Get to know the company culture! Before your interview, check out WestSpring's social media and website. Understanding their vibe will help you connect better during the chat.
✨Tip Number 2
Practice your troubleshooting skills! Since you'll be the first point of contact for clients, brush up on common tech issues and how to solve them quickly. This will show you're ready to hit the ground running.
✨Tip Number 3
Be prepared to share your experiences! Think of specific examples where you've provided excellent client support or solved tricky problems. This will help you stand out as a candidate who can deliver that 'best in class' experience.
✨Tip Number 4
Don’t forget to ask questions! Show your interest by asking about team dynamics, training opportunities, or how they celebrate successes. It’s a great way to demonstrate your enthusiasm for joining the WestSpring family.
We think you need these skills to ace 1st Line Technical Analyst
Some tips for your application 🫡
Craft a Standout CV:Make sure your CV is tailored to the 1st Line Technical Analyst role. Highlight your relevant experience, especially in IT support, and don’t forget to showcase your troubleshooting skills. We want to see how you can bring your unique flair to our team!
Nail That Covering Letter:Your covering letter is your chance to shine! Answer the questions we’ve asked clearly and enthusiastically. Tell us why you’re excited about joining WestSpring and what makes you the perfect fit for our vibrant team.
Show Off Your Communication Skills:Since excellent communication is key for this role, make sure your written application reflects that. Use clear, concise language and keep it professional yet friendly. We love a good chat, so let your personality come through!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our amazing team at WestSpring!
How to prepare for a job interview at WestSpring IT Ltd
✨Know Your Tech Stuff
Make sure you brush up on your technical skills, especially around Office 365, desktop troubleshooting, and network knowledge. Be ready to discuss specific scenarios where you've successfully resolved issues, as this will show your practical experience.
✨Show Your People Skills
Since client interaction is key for this role, prepare examples of how you've built relationships with clients or colleagues in the past. Highlight your friendly approach and ability to communicate effectively under pressure.
✨Understand the Company Culture
Familiarise yourself with WestSpring's values and culture. They emphasise fun and support, so think about how you can demonstrate that you're a good fit for their vibrant team. Mention any experiences that align with their ethos during the interview.
✨Prepare Questions
Have a few thoughtful questions ready to ask at the end of your interview. This shows your interest in the role and the company. You might ask about their training opportunities or how they measure success in the 1st Line Technical Analyst position.
