IT Helpdesk Analyst

Hales Group
11 Feb 2018
16 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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