Temporary Hybrid 1st and 2nd Line Support Analysts
Our client, a global technology company, is seeking multiple talented individuals to join their elite White Glove Service team in providing premium end-user computing support. The ideal candidates will encompass both 1st and 2nd line support roles, ensuring a seamless computing experience for a diverse user base of approximately 1,000 employees. These roles will have a hybrid working style and be based in London.
Key Responsibilities
- Serve as the initial and secondary point of contact for end-users experiencing IT issues, providing immediate assistance and resolution.
- Log, categorise, and prioritise incoming help desk tickets, ensuring accurate documentation and timely follow-up.
- Troubleshoot and resolve technical problems related to Dell and Apple hardware within a Windows environment.
- Provide in-depth technical support for escalated issues from the 1st line support team, performing root cause analysis and implementing solutions.
- Guide users through step-by-step solutions via phone, email, or remote assistance tools.
- Maintain and manage documentation of technical procedures, solutions, and support knowledge base.
- Collaborate with team members to share knowledge and improve overall service delivery.
- Support the setup and configuration of new user accounts and hardware, ensuring readiness for new employees.
- Provide feedback on recurring technical issues to contribute to the continuous improvement of IT services.
- Ensure service delivery aligns with white-glove standards, providing a high level of customer satisfaction.
- Be available for weekend support on an exceptional basis, as required by business needs.
Requirements
- Strong proficiency in supporting Dell and Apple hardware in a Windows environment.
- Demonstrated experience in both 1st and 2nd line technical support roles.
- Excellent communication skills in English; proficiency in German is a major plus.
- Ability to work independently and as part of a team, with a strong commitment to customer service excellence.
- Familiarity with IT service management tools and processes, including ticketing systems and remote support software.
- Strong technical knowledge of Windows operating systems.
- A customer-centric approach with a commitment to delivering high-quality service.
- Willingness to work standard business hours with the option for weekend support on an exceptional basis.
Our client is eager to welcome talented individuals who thrive in a collaborative and innovative environment, dedicated to excellence in IT support. Join their team and contribute to delivering unparalleled technical expertise and customer service.
Love Success is a top recruitment agency based in London, dedicated to connecting exceptional administrative and office support staff with the leading businesses across London and the UK. Whether you're a candidate seeking Personal Assistant roles in London or an employer looking to hire administrative and office support staff, our agency provides high-quality recruitment services tailored to your needs.
At Love Success, we champion diversity, equity, and inclusion, embedding these values into every aspect of our operations. Our unwavering commitment to these principles is evident in our recruitment practices and our comprehensive training and development programs. We partner with organisations that share our dedication to fostering diverse and inclusive workplaces, where individuals can be their true selves in the workplace. Together, we strive to promote equality and create opportunities for all.
Love Success is proud to serve as an Employment Agency for this vacancy.