At a Glance
- Tasks: Provide top-notch IT support via phone, email, or live chat to ensure customer satisfaction.
- Company: Join XPS Group, a leading consultancy in the pensions and insurance sectors.
- Benefits: Enjoy competitive salary, 25 days holiday, healthcare plans, and flexible benefits.
- Other info: Dynamic team environment with opportunities for growth and volunteering.
- Why this job: Be the first point of contact for tech support and make a real difference.
- Qualifications: Strong communication skills and a proactive attitude towards learning tech skills.
The predicted salary is between 35000 - 40000 £ per year.
Location: Reading
Employment Type: Permanent, Full Time
Grade: Associate
Please note, this role is 5 days per week onsite in our central Reading office.
About XPS Group
XPS Group is a prominent UK consultancy and administration firm within the pensions and insurance sectors. As a FTSE 250 company with over 2000 employees, we leverage expertise alongside advanced technology to serve over 1,400 pension schemes and their sponsors. Our goal is to foster a workplace where diverse talents thrive.
About The Role
XPS IT provides highly available infrastructure services and responsive support services across the business. The Service Desk is made up of the 1st Line team located in Reading, the 2nd and 3rd Line teams who are distributed nationwide across our business locations. Committed to delivering an exceptional customer experience and working seamlessly alongside our colleagues in the 2nd Line, 3rd Line, Infrastructure, Application Support and Cyber Security teams to ensure fast, effective solutions and constant improvement across all levels of technical support.
The Service Desk operates weekdays from 07:00 to 19:00, ensuring comprehensive coverage during core business hours. Leveraging the ServiceNow platform, we efficiently log, manage, and monitor all incidents and requests to maintain a consistent and high-quality support experience. Our goal is to resolve at least 65% of all queries at the 1st Line, delivering swift solutions and reducing the need for escalation.
Key Responsibilities
- Act as the reliable and personable first point of contact for IT support via phone, email, or live chat.
- KPI: Maintain an average customer satisfaction score of 90% or higher on ticket feedback.
- Support a variety of technologies including workstations, servers, printers, networks, and business-critical applications.
- KPI: Resolve 65%+ of all support requests at first contact without escalation.
- Accurately document all incidents and service requests using the ServiceNow platform.
- KPI: Ensure 100% of tickets are logged with clear issue descriptions, troubleshooting steps, and resolution outcomes.
- Troubleshoot and resolve issues efficiently, using available resources and the internal knowledge base.
- KPI: Maintain an average resolution time of under 30 minutes for standard 1st Line issues.
- Escalate unresolved or complex incidents to relevant teams (2nd Line, 3rd Line, Infrastructure, Application Support & Cyber Security) in a timely and structured manner.
- KPI: Limit delayed escalations to less than 5% of total tickets handled.
- Follow internal procedures for incident handling, change requests, and service delivery.
- KPI: Achieve 100% compliance with documented processes.
- Proactively contribute to team knowledge by capturing learnings and updating documentation.
- KPI: Submit at least one knowledge base improvement per quarter.
- Take on additional duties aligned with your skills as needed.
- KPI: Demonstrate flexibility and initiative during high-demand periods (e.g., maintain service continuity during peak ticket volumes).
Essential Your Profile:
- Excellent verbal and written communication skills, with a customer-first approach.
- Strong interpersonal skills and a natural problem-solving mindset.
- Ability to stay calm, focused, and empathetic while resolving technical issues under pressure.
- Proactive attitude toward learning technical skills, especially around Active Directory, Azure, and Windows support.
- Resourcefulness when faced with undocumented issues—confidently researching problems and updating tickets and knowledge base articles with relevant findings.
Desirable
- 12–18 months of hands-on experience in a 1st Line IT Support or Service Desk role.
- Proven ability to deliver both remote and in-person technical support across a range of devices and platforms.
- Strong working knowledge of Windows 11 administration and Office 365 troubleshooting.
- Experience supporting Active Directory, Azure, and Windows 11 environments.
- Understanding of key support principles for MS Teams, mobile device management (MDM), Zscaler, Mimecast, and basic networking/Wi-Fi.
- CompTIA A+ certification or equivalent entry-level IT qualification.
What We Offer
Enjoy a competitive salary, annual discretionary bonus, and 25 days' holiday with buy/sell flexibility. Benefits include pension matching, healthcare plans, life assurance, and retailer discounts. We support our team with a flexible benefits scheme, employee assistance, and digital GP service. Participating in volunteering events is encouraged with paid volunteer days available. Referral bonuses are offered for introducing suitable candidates to XPS.
Equal Opportunity Statement
XPS Group is committed to diversity and equal opportunities. We welcome applications from all candidates, irrespective of sex, race, disability, sexual orientation, religion, or belief. As a Disability Confident employer, we ensure accessible and supportive work settings for all employees.
Eligibility
Any employment offer made will be conditional upon you satisfying DBS Disclosure checks, Employment or educational references, Satisfactory credit checks and eligibility to work in the UK before an offer can be made. XPS Group is not able to provide sponsorship to employees.
Who Are We
To find out more please visit: www.xpsgroup.com
Service Desk Analyst (1st Line) in Reading employer: XPS Group
XPS Group is an excellent employer, offering a dynamic work culture in the heart of Newcastle with the flexibility of hybrid working. Employees benefit from competitive salaries, annual bonuses, and a commitment to diversity, alongside ample opportunities for personal and professional growth within a supportive team environment.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst (1st Line) in Reading
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at XPS Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like XPS Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Analyst (1st Line) in Reading
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to XPS Group:Your cover letter is your chance to shine! Tell us why you want to work at XPS Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at XPS Group!
How to prepare for a job interview at XPS Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
