Job Description:

Working for this well-established, innovative and progressive company, the Helpdesk Analyst will join a motivated team to effectively deal with calls and tickets from customers and suppliers to resolve issues with cases, logging in, website support. You will need to have previous experience in a similar role, but full training on the systems and software will be provided.

The Helpdesk Analyst role is a 12-month maternity contract and will be working Monday to Friday 9am-530pm. Hybrid working is available following the training period.

The successful Helpdesk Analyst will be rewarded with 23 days’ holidays (plus Bank Holidays); quarterly staff awards; hybrid working; duvet and charity days; enhanced family leave; health and wellbeing support including Medicash, gym discounts, Perkbox, free onsite parking.

Key Responsibilities

• Log, update and monitor helpdesk tickets accurately, prioritising incoming requests and manage time effectively to support a high-volume support environment.
• Troubleshoot and resolve basic hardware, software and system issues.
• Provide clear instructions and guidance to non-technical users to help resolve their issues.
• Set up and move IT equipment such as workstations, monitors, keyboards and docking stations.
• Carry out minor technical fixes including checking cabling, Wi-Fi connections and peripheral devices.
• Communicate clearly and professionally, both verbally and in writing, with users, colleagues and other departments.
• Identify recurring issues and collate related tickets to support pattern recognition and further escalation.
• Collaborate with technical teams to support testing activities and help isolate bugs or system problems.

Knowledge and Skills

• Proven skills in supporting internal and external users with bespoke systems and portals, acting as first line support.
• Experience of logging, escalating and tracking IT issues using helpdesk ticketing systems.
• Understand how to investigate user problems methodically, using structured lines of inquiry to identify root causes.
• Knows the steps involved in creating and maintaining user accounts, including access permissions and data accuracy.
• Experience of performing basic IT setup tasks, such as connecting peripherals and troubleshooting simple hardware or connectivity issues.
• Knows the importance of maintaining clean and accurate data across systems, and how to identify and resolve duplicates.
• Understands the role of User Acceptance Testing (UAT) and the Helpdesk's contribution to isolating system-related problems.
• Knows when and how to escalate technical issues or concerns to the appropriate team or manager.
• Proficient in Microsoft Office applications, including Outlook, Word and Excel.
• Comfortable working with Windows operating systems.
• Familiar with browsers such as Google Chrome or Mozilla Firefox

KEYWORDS: IT, helpdesk, 1st line, support, tickets

Unfortunately, due to time restrictions we cannot respond to every applicant, in the event that we haven’t contacted you within 48 hours please take it you have not been successful for this particular role, but your details will be kept on file and considered for all future vacancies.

We are an equal opportunities agency and welcome applicants from all backgrounds.

We are acting on behalf of the client as an Employment Agency in relation to this vacancy.