IT Helpdesk Analyst

IT Helpdesk Analyst

Fleet , Hampshire

£28,000 per annum

Hybrid opportunity – 3 days a week in office

A fantastic opportunity has become available with one of our Fleet based MSP clients who, due to company growth, are looking for an experienced IT Helpdesk Analyst to join their existing team.

Reporting in daily to the Helpdesk Manager you will be responsible for working as part of the team to help our clients’ customers with their IT queries, providing excellent customer service and troubleshooting skills.

Key responsibilities:

* Answering calls from end users in a professional manner

* Working to resolve where possible calls as first line IT Support

* Manage customer issues and ensure calls are handled correctly, escalating to internal teams or 3rd parties where necessary.

* Following up with customers at the completion of a ticket

* Ensuring all tickets raised are completed to a high standard of information, where necessary capturing any changes to the end user information

Core experience and qualifications.

* Previous experience working on an IT Helpdesk Analyst ( 1 year minimum)

* Excellent customer service skills and experience

* Able to work well as part of a team

* Proactive and comfortable using own initiative

* A good understanding of Help Desk tools

* Excellent understanding and practical experience of Windows based environments Knowledge of incident, problem, request, change and release management.

* Ability to use logic and reason to troubleshoot and fault find.

Desirable

* ITIL Qualified – or experienced.

* CompTIA+ certified or similar

Additional:
Shift rotation fortnightly 8am-4pm/ 10am – 6pm