Helpdesk Analyst

Hays Information Technology
£18000.00 - £20000.00 per annum
03 Oct 2017
07 Nov 2017
Contract Type
Full Time
Helpdesk Analyst / 1st Line Support / Service Desk

Helpdesk Analyst
Up to £20,000

Working as part of the help desk team providing a high level of first and second line and local IT support to all members of staff. You will be supporting the EMEA IT Director and the wider IT team in delivering the best possible service to the firm.

Your new role
Answer and log calls from staff in all offices to the IT Helpdesk
Provide timely and accurate 1st and 2nd line guidance to ensure, wherever possible, issues are resolved immediately
If necessary, attend the user's local PC to help identify and/or rectify the reported problem
Prioritise and / or escalate calls appropriately
Supporting the Case Management system, answering queries from internal and external clients
Actively share knowledge and experience with helpdesk colleagues
Maintain the Helpdesk database and produce information for reporting purposes for senior IT team as requested. Test, install and decommission end user hardware
Prepare meeting rooms for presentations in advance. support projects under development within IT test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow-ups to help requests / incidents.
Develop help sheets and frequently asked questions lists for end users and the helpdesk system.
Perform desktop / laptop support
Knowledge of Windows 2008 / 2012 server
Good understanding of Citrix XenApp 6.5 / 7 technologies
Good understanding of Citrix thin-client support
Knowledge of VMWare 5.5 / ESXi and above
Good LAN / WAN IT network infrastructure
Lotus Notes and Domino 8 / 9 client support
General IT skills (printers, copiers, switches, etc).

What you need to succeed
Strong customer service focus
Methodical approach to problem determination
Communicate confidently with people at all levels in the Firm
Remain calm under pressure and in the face of provocation
Ability and desire to learn new systems and processes
Able to work as part of a team as well as independently
Strong knowledge and experience of supporting MS Office 2010 / Office 365 programs (Word, Excel, PowerPoint)
Demonstrable experience in using and supporting Lotus Notes 8.5 / Outlook 16
Understanding of and enthusiasm for PC technology
Good knowledge of supporting pc's thin clients, printer, copier and scanning devices
Experience of dealing directly with clients and providing excellent customer support
Evidence of working on a busy Help Desk using help desk software or a service management tool
Proven record of working with ITIL, specifically Incident Management

Rotating Shift Hours (Monday to Friday):
8am - 4:30pm
9am - 5:30pm
10am - 6:30pm

What to do now
Call Jon Walters on 0113 200 3750 for more information

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