IT Helpdesk Analyst

I P Recruitment Ltd
10 Mar 2018
18 Mar 2018
Contract Type
Full Time

to deliver a fast and more personal technical support service to company users.

Key responsibilities:

First / Second Line ticket resolution:

  • Log and remotely resolve support tickets using Zendesk support system. Troubleshoot issues and document the steps taken when attempting to solve problems. Escalate physical on site issues and more complex tickets to the IT Field Engineers and Infrastructure team members

First / Second line task details including but not limited to:

  • AD and exchange account management
  • Desktop support
  • Basic Network Support
  • Software Support
  • Software updates (Windows 7 and 10, MS Office, Outlook and Business Critical Accountancy applications)
  • Printer maintenance and support (with assistance from external contracts)
  • Telephone system support

Contributing to the Helpdesk:

  • The knowledgebase is a hugely valuable set of documents which explain how support should be provided to the growing community of users. These documents are used by the Helpdesk team on every call and should be kept up to date. From time to time, you will provide details and make changes to articles

Personal attributes required:

Ability to work productively without close supervision:

You will need to be a good time manager and be able to prioritise your workload in order to ensure that tickets are addressed within the Service Level agreement time frames wherever possible

Excellent communication skills

You will liaise with the users and colleagues within the IT team continually. Professional, clear and timely communication skills are essential, both in written and verbal format

Diligent at following due process:

You'll use the systems and processes to address tickets in order that a cohesive and efficient service is delivered

A good problem solver:

You will need to think laterally to resolve issues and create lasting solutions. You'll use your technical expertise and experience to help diagnose and resolve issues and your creativity in researching solutions to new issues

Experience required:

  • At least two years working experience supporting Windows operating systems (Windows 7,8 and 8.1)
  • At least two years working experience supporting software
  • At least two years working experience trouble shooting and diagnosing faults in hardware such as desktop PCs, laptops, printers, telephone and scanners
  • A basic working knowledge of AD and Exchange management
  • A basic working knowledge of networking

This is a full time, permanent role based in Hertford.

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