Helpdesk Analyst (Great Bear IT Team)

Creed Communications Limited
02 Nov 2017
15 Nov 2017
Contract Type
Full Time
We are currently recruiting within our Great Bear IT team for a Helpdesk Analyst. Working as part of a small and friendly Helpdesk Team based at Tattenhall reporting directly to the Support Services Lead, the successful candidate will be the first point of contact, receiving all Helpdesk queries from internal users. Providing first line helpdesk support and the logging of support calls within our helpdesk system. We're looking for a graduate or someone with relevant work experience and skills who would like to progress into an IT career. Your challenge In this role the key responsibilities will include: * Maintaining a detailed log of all support calls reported by users, reviewing the log regularly and updating as appropriate. * Providing first line technical support, delivering solutions in line with reasonable user expectations. * Providing a high level of customer service for all support queries. * Assessing the nature of complex problems and escalate to relevant IT team members or external third parties as appropriate. * Reporting the status and progress of calls back to users on a regular basis. * Dealing with faults in order of priority in conjunction with and as directed by other members of the IT Team. * Reporting faults to third party suppliers and support companies where required. * Administering user accounts. * Monitoring daily backups, ensuring prompt resolution of any faults identified and escalating as appropriate. * Taking ownership when dealing with user queries ensuring all queries are managed proactively and efficiently. * Undertaking departmental and administrative duties. Key skills & experience * Microsoft Windows 7 and XP, Microsoft Office 2003, 2007 and 2010, Active Directory. * Hardware knowledge of PC's, printers and network equipment. * An understanding of network concepts (LAN, WAN, TCP/IP) * Customer-focused work ethic. * Excellent telephone manner. * Methodical approach to troubleshooting problems. * Flexible and adaptable approach to working in order to meet the requirements of the business. * Willingness to learn new technical skills. The Process If you have the skills and experience in the above areas and would like to be considered for this role please apply at [URL removed]
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