Helpdesk Analyst / IT Support Engineer

Posted 5 April by Guru Careers

Helpdesk Analyst / IT Support Engineer

A Helpdesk Analyst / IT Support Engineer, with superb customer service skills, is needed to join a global consulting firm that is renowned for delivering tangible, high impact results for clients. Expect an exciting role with enormous room for progression, delivering 360° support to customers.

With over 35 years' experience, offices in the Americas, Asia Pacific and Europe and over 1,200 employees, this global management consultancy has an unprecedented reputation in helping clients to make better decisions, deliver improved business performance and increase shareholder returns. They are now seeking a Helpdesk Analyst / IT Support Engineer to become an advocate for customer needs.

Reporting to the Helpdesk Manager, the Helpdesk Analyst / IT Support Engineer will troubleshoot hardware and software issues to ensure an efficient and effective IT services that meets client needs. Whether you are handling customer requests via phone, e-mail and instant messenger; assisting teammates with project work and problem resolutions; documenting, tracking and monitoring tickets; escalating issues; supporting various devices (laptops, tablets, mobile phones) or searching online for possible solutions that aren't documented, you will be key in providing excellent customer service to global customers and staff.

To qualify… You should be a Helpdesk Analyst / Helpdesk Support Analyst / IT Support Engineer / IT Helpdesk Engineer / IT Support Analyst / IT Technician or similar who can demonstrate:

  • Some experience in a similar IT / Helpdesk role;
  • Extensive experience in a customer service role;
  • An ITIL Foundation or equivalent;
  • A solid understanding of Active Directory, SharePoint, VPN and remote access clients, printers and other peripherals;
  • A strong understanding of PC's, tablets, mobile phones, operating systems including but not limited to Windows, Apple, iOS and Android;
  • Excellent verbal and written communication skills;
  • You are a self-starter with the ability to work in a team environment;
  • Excellent organisational, multitasking and prioritising skills.

Few roles can combine working within such a rewarding sector plus a diverse, varied and challenging position. Expect a welcoming environment where you will get exposure to a broad range of business sectors and strategic issues, and work with a high performing global organisation.

Required skills

  • IT Support
  • 1st Line Support
  • 2nd Line Support
  • Second Line Support
  • First Line Support Engineer

Reference: 34833634

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