Helpdesk Support Analyst

Next Phase Recruitment
10 Jan 2018
15 Feb 2018
Contract Type
Full Time
Based in Crawley, West Sussex this is an exciting opportunity for an experienced 1st line support professional who ideally has at least 2 years’ experience gained within a desktop support/Helpdesk environment, adhering to ITIL standards. The role involves supporting user accounts, applications, systems and hardware to resolve technical issues including Active Directory, MS Exchange, Windows 7 and MS Office packages. The position is with a leading luxury and specialist travel company working within a friendly and supportive environment.

The Company
The company is a leader within the luxury and specialist travel sector owning a portfolio of over 50 independently operated brands many of which are household names. Their products cover a diverse range that includes luxury holidays, sailing, safaris, sports, adventure tours and expeditions.

The Role
Working in a busy helpdesk team this role involves dealing with a broad range of staff at all levels from across the business. The staff will be located both on and off site. The job holder will be responsible for:

- Providing first line contact handling (telephone calls, email and self service) for all queries and issues.
- Taking ownership for technical issues and recording details in the service management system.
- Investigation and resolution of first line issues.
- Fulfilment of end user requests which have been recorded in the service management system.
- Escalating more technical issues to the second line support team members and onward into the infrastructure support team.
- Escalation of priority incidents as part of the incident management process.
- Participate in the call out rota for out of hours support when required.

Experience Required
You will need a minimum of 2 years’ experience gained within a helpdesk environment backed by an ITIL Foundation V3 qualification or experience of working within an ITIL environment. Your technical experience need to include Active Directory, DNS, DHCP, MS Windows servers /infrastructures up to 2012, MS Exchange 2010 and MS Office 365. Also, IP Telephony, Citrix and Remote Desktop Services experience will be advantageous. This is a busy environment, so you should be used to taking ownership and fully utilising your communication skills. In reward for your skills my client is able to offer a salary up to £25,000 plus a benefits package that includes a rewards scheme, contributory pension scheme as well as the opportunity for career progression.

This is a permanent position