IT Helpdesk Analyst

  • Location


  • Sector:

    Commerce & Industry

  • Job type:


  • Salary:


  • Contact:

    Mark Gardiner

  • Contact email:

  • Salary high:


  • Salary low:


  • Job ref:


  • Published:

    4 months ago

  • Expiry date:


  • Consultant:


We are seeking a motivated individual to join our Helpdesk team. The successful candidate will assist in providing a 24/7 1st line support to all users within the business, working with the latest technologies as well as the established legacy systems.

  • Providing 24/7 1st line support, on a shift rota basis, ensuring that you provide excellent customer service in an efficient, on-time, and accurate manner.
  • Liaising with internal users to resolve problems and queries, escalating to the 2nd or 3rd line support as appropriate.
  • Liaising with 3rd parties, as and when required, to resolve problems and queries.
  • Analysing support requests and participating in the continuous improvement of Helpdesk response, processes and procedures.
  • Contributing to the continuous maintenance of relevant team documentation, work instructions, FAQ’s and support guides, creating documentation where required for effective knowledge sharing across the team.
  • Working closely with internal users to identify support or change requirements, and where appropriate, recommend possible solutions for systems within your remit.
  • Working with a ticket system, ensuring that the detail for requests or issues are logged correctly and accurately.
  • Building devices (Laptop/Desktop/Tablet) for new starters/replacement hardware for existing business users, using defined build processes and build systems provided.