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Level 1 IT Helpdesk Analyst

Posted 1 February by Select Appointments Easy Apply Ended

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 starts, 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:

• 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
• 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

Required skills

  • Helpdesk
  • Microsoft Operating Systems
  • User Administration
  • Desktop Environment
  • Remote Access

Reference: 34373765

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