1st Line Helpdesk Support Analyst

Ombudsman Services
16 Apr 2017
16 May 2017
Contract Type
Full Time

1st Line Helpdesk Support Analyst

Ombudsman Services have a new job opportunity for an experienced 1st line Helpdesk Support Analyst based in Warrington on a permanent basis.

As a 1st line Helpdesk support analyst you will be very customer service focused, with the ability to empathise with customers, support colleagues and internal and external customers. Our systems include complex call centre telephony and a mixture of physical and virtual environments. As a 1st line Helpdesk Support Analyst you will provide a high level of technical support across the business working as part of a skilled team within a structured service desk.

Key accountabilities

* Log all calls utilizing helpdesk software, assess severity rating and escalate when necessary.
* Ensure all user technical support issues are resolved within the time scales specified.
* Provide support and assistance to Software Support Technician and Network Administrator.
* To participate in IT related projects.
* To have a flexible approach to all types of work, providing cover for other work colleagues.
* Responsible for all daily recurring tasks such as checking event logs and collection of facts.
* Support and maintain all system printers, and their associated servers.
* Use network management tools to analyse and resolve network performance issues.
* To conduct preventative maintenance activities.
* Support Intranet projects.
* Provide new user inductions as required.
* Provide user software training as required.
* Assessment of new user skill levels as required.
* Instruct users Health & Safety/Good practice regulations.
* To ensure all users are aware of corporate and computer systems user policy.
* Provide all user technical support for software.
* Provide all user technical support for systems.
* Workstation preparation and installation.
* Review, test and installation of new software.
* On-going development of reliable workstation software installs.
* Creation and maintenance of user domain, email and peppermint accounts.

Essential experience and qualifications

* Minimum 1 year experience in a Helpdesk support role.
* Must have knowledge of
* MS Windows 2008/2012 Server, Windows 7/8.1, MS Office, MS Exchange, and TCP IP.
* Good verbal communication skills
* Ability to empathise with user.
* Logical and methodical problem solving skills
* Must have a team approach and customer service focus.
* Diagnostic skills.
* Interested in playing a key role within a dynamic and demanding environment.
* Calm under pressure.
* Excellent attention to detail.

What you can expect from us

* A learning culture with employee development at the heart of the people development agenda.
* Investors in people accreditation.
* Competitive flexible benefits package including pension and attractive annual leave entitlement

We'd like to take this opportunity to thank you for interest in this position and in our organisation.

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