IT Helpdesk Analyst

  • Location

    Leominster

  • Sector:

    Commerce & Industry

  • Job type:

    Permanent

  • Salary:

    £20,000

  • Contact:

    Mark Gardiner

  • Contact email:

    mark@cyresourcing.com

  • Job ref:

    892541MG

  • Consultant:

    Mark Gardiner

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.