Support Desk Analyst

MedicsPro Limited
12 Feb 2017
12 Mar 2017
Contract Type
Full Time
Our IT department delivers a shared service across our wider group of companies which includes medical recruitment, finance, lending & high end property development & construction.

To meet the ever growing demands of our expanding business we are looking to hire a junior 1st Line Support Desk Analyst to provide a first class support desk service throughout the group.

The role would suit an individual with 12 months help desk experience who is ideally looking to progress and gain more experience.


oProvide hardware support for PC and Mac hardware, desk telephones, and Apple and Android handheld devices
oProvide software support to Windows, MacOS, iOS, and Android operating systems, and standard software running on these
oInstall and deploy new hardware
oMaintain active directory accounts, distribution lists, and security groups
oUse of telephone and ticketing system to promptly answer queries, resolve issues, and escalate problems

*Provide this service:
oface-to-face and remotely
oto internal users across multiple sites
oto the highest standard
*Reduce the frequency of recurring issues
*Improve the response and resolution times

*1st-line hardware and software support for desktop computers, desk and mobile telephony, and other handheld devices across multiple sites
*Installation of new hardware and software
*Troubleshooting issues / answering queries to successful resolution
*User management - accounts, permissions, distribution lists

Experience and qualifications:


* Minimum of 12 months' commercial experience in a similar role within a small- or medium-sized organisation
*Previous use of recognised ticketing system or service desk (e.g. JIRA)
*Three A- or five AS- levels / City and Guilds diploma / NVQ level 3 / or equivalent


*Experience of:
oworking in a group of companies or divisions, in particular a recruitment agency
oAvaya telephone handsets/system
ousing WDS/MDT to automate PC builds
*HND / DipHE / NVQ level 4 / degree with honours / or equivalent

Skills and competencies:

*Support of Microsoft Office 2013 or greater, Windows 7 or greater
*Support of Android and iPhone phones, Android and iPad tablets, and Macs
*Familiarity with the internals of a PC/laptop
*Demonstrable ability to diagnose a variety of desktop and laptop issues, across general operating system, TCP/IP networking, hardware component failure/intermittent issues
*Ability to follow instructions or procedures, and check own work
*Equally comfortable working with others and on own

*Support of Microsoft Office 2016, Windows 10
*Previous experience with Office 365
*Knowledge of Windows Server 2008 and 2012
*Ability to accurately estimate how long a task will take and communicate progress

Personal attributes essential:
*Excellent written and spoken communication
*Attention to detail
*Passion for technology and digital solutions
*Ability to quickly understand a problem, ask relevant questions to determine potential causes, and diagnose responses to provide a solution
*Customer-/user- focused

Other information:
*Regular travel between London offices required(travel expenses will be paid)

If you posses the relevant experience and are looking to work for a well established forward thinking company then please apply today.