Junior Helpdesk Analyst

Gi Group
Milton Keynes
£15000 - £16500/annum
09 Jul 2017
08 Aug 2017
Contract Type
Full Time
Junior Helpdesk Analyst


Milton Keynes

Are you looking to develop your career within the IT industry?

Do you have the ability to work in a fast-paced and pressurised environment?

Our client, a rapidly growing IT company based in Milton Keynes is currently looking to grow their helpdesk team. Your role will be to be the first point of contact for clients and provide support and maintenance. This includes diagnosing, repairing, maintaining and upgrading all software and hardware to ensure optimal performance. The Junior Helpdesk Analyst will also troubleshoot basic problem areas in a timley and accurate manner, and provide assistance where required.

Working Hours: Rotational Shift Patterns (8.30am - 4.30pm, 4pm - Midnight which will cover 365 days a year)

Desktop Support

* Install, upgrade, support and troubleshooting for printers, EPoS hardware and any other authorised peripheral equipment
* Customize EPoS software to meet user specifications and venue standards
* Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client that has authorised access to the network
* Performs general preventative maintenance tasks on EPoS systems as required


* Dealing with hardware and application support queries and issues reported to the support desk
* User account administration, i.e. account creation and management and password resets on the EPoS system
* Use diagnostic tools to troubleshoot problems associated with network connectivity and EPoS hardware/software
* Familiarise clients on basic EPoS software, hardware and peripheral device operation
* Works with other team members regarding new builds and upgrades
* Operates within, enforces, and suggests modifications and additions to EPoS standards and guidelines
* Maintains and updates all records in the ticketing system


* Develops sound understanding of EPoS operations and related applications as well as business related processes and procedures
* Develops technical knowledge of each system within the company profile and specialised knowledge of certain nominated areas
* Maintains adequate knowledge of operating systems and application software used to provide a high level of support
* Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures
* Any other duties which may be required and deemed appropriate to the level of the role

Experience/Knowledge and Skills

Technical Expertise

* Technical knowledge of PCs and desktop hardware
* Windows XP, Windows 7, Windows 2000/2003/2008 experience preferable
* Able to operate within the client's standard operating procedures

Personal Skills

* Self-confidence and interpersonal skills
* Willingness to learn
* Good communication (both verbal and written) skills
* Strong listening skills
* A calm and professional approach when dealing with all client situations
* Analytical and problem solving skills
* Planning and organising skills
* Able to operate effectively in a team environment with both technical and non-technical team members
* Able to operate with minimal supervision
* Able to manage time effectively, set priorities appropriately, schedule calls
* Self motivated, proactive and enthusiastic
* Professional image and smart appearance


* GCSE level or equivalent including English and Maths
* College diploma or university degree in the field of IT and/or 2 years equivalent work experience