IT Helpdesk Analyst

Hales Group Limited
11 Feb 2018
21 Feb 2018
Contract Type
Full Time

Trainee Level 1 IT Helpdesk Analyst - Competitive salary

Position Description

An exciting opportunity has arisen for a Trainee Level 1 IT Helpdesk Analyst to join the IT Helpdesk team at our client based in Sandy. Reporting to the IT Helpdesk Supervisor, this role provides first level support, covering a large number of applications and systems, user administration and escalation of issues within the team.

Main Responsibilities

  • To provide first level support for all systems and remote access solutions
  • Provide an effective response to customers via the telephone and helpdesk software requests
  • Prioritise, diagnose and resolve issues, escalating where additional support is needed
  • Monitor progress to ensure timely and effective resolution
  • Ensure all details of incidents are logged accurately prior to escalation
  • Communicate with users in a professional and timely manner; ensuring users are kept informed on the progress of their issue
  • Configure desktop environment for new users
  • User administration for all supported sites and systems including new starters, leavers and password requests
  • Ensure that all movement and allocation of equipment is correctly logged within asset register
  • Ensure information protection is adhered to at all times by IT and users
  • Ensure all user work areas comply with Health and Safety including cable management.

Position Requirements

  • Strong interest in IT
  • Proven customer service experience
  • Full UK Driving license
  • Confident and professional manner with strong interpersonal skills
  • Proven attention to detail and commitment to recording information accurately
  • Ability to diagnose and solve problems in an efficient manner
  • Proficient, accurate keyboard skills with a good knowledge of Microsoft operating systems and office applications – training will be provided
  • Excellent communication skills with a confident and professional telephone manner
  • Self-motivated and capable of working on own initiative as well as part of a team.
    • Confidence to engage with staff on all levels

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