IT Helpdesk Analyst - Manchester

Job description

IT Helpdesk Analyst - £24k DOE

ITIL/Windows/365

One of IT Bods leading clients is seeking an experienced IT Helpdesk Analystt to provide first line helpdesk support to internal staff, assisting them with hardware and software problems via phone or email

This role will be part of a team supporting over 30 locations and working from home (supporting circa 1000 staff) and is a great opportunity to join an established and experienced professional team whereby the post holder will be able to develop their career.

Main Tasks

To provide 1st line technical support; answering support queries via phone, email, F2F

To maintain a high degree of customer service for all support queries and adhere to all service management principles.

To take ownership of user incidents and be proactive when dealing with user issues.

To log all calls on the call logging system and ensure these calls are updated regularly and in-line with business processes

Document processes and procedures and contribute to building the IT knowledgebase

Respond to enquiries from clients and help them resolve hardware or software problems either locally or remotely.

Maintain a log of any software or hardware problems detected.

Support users in the use of Computer equipment by providing necessary training and advice.

Build PC’s and provision other equipment inc mobile and print devices.

Escalate ticket to other members of the team when necessary

To arrange for external technical support where problems cannot be resolved in house

Visit remote sites to provide face to face support when required.

Essential Skills

ITIL V4 Foundation

At Least 2 years previous Helpdesk (telephone support) experience on a busy IT Helpdesk, managing large volumes of calls/tickets

Excellent telephone manner and professional demeanour

Experience of using call logging software and managing calls within that software

Strong knowledge of Microsoft based operating systems with emphasis on Windows 10

Experience with using and troubleshooting Microsoft Office 365 apps

Experience supporting users in a Citrix environment

Experience of Modern Microsoft Cloud services (AAD, Exchange Online, Intune)

Good knowledge of Active Directory

Experience managing and supporting mobiles devices

Understanding of PC hardware set-up and configuration.

Strong troubleshooting skills with the ability to work as a member of team or individually

Strong documentation and communication skills are essential

Excellent time keeping

Full Clean UK Driving license desirable but not essential

Comp TIA A+ certification desirable but not essential

Successful candidate must be able to work in a shift pattern with other members of the team and must be flexible as the role often requires changes of shifts at very short notice.

If you are interested in hearing more about the IT Helpdesk Analyst (ITIL/Windows/365) offering £24k please click on the link to apply