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CategorySupport

TimePart time

LocationLondon

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IT Helpdesk Support Analyst


Job Overview


We are seeking a dedicated and skilled IT Helpdesk Support Analyst to join our team. The successful candidate will provide technical assistance and support to end-users within the organization, ensuring the smooth operation of our IT systems. This role requires excellent problem-solving skills, a strong understanding of IT infrastructure, and the ability to communicate effectively with users at all levels.


Key Responsibilities


  1. Provide Technical Support: Respond to user inquiries, troubleshoot issues, and offer solutions for hardware, software, and network-related problems.
  2. Incident Management: Log, prioritize, and manage incidents and service requests using the IT service management system, ensuring timely resolution.
  3. System Maintenance: Perform regular maintenance tasks, such as software updates, backups, and system monitoring, to maintain optimal performance.
  4. User Training: Conduct training sessions and create documentation to help users understand and effectively utilize IT systems and applications.
  5. Escalation Handling: Escalate complex issues to higher-level support or other IT teams when necessary, ensuring proper handoff and follow-up.
  6. Asset Management: Keep track of IT assets, including hardware and software inventory, ensuring accurate records and compliance with licensing agreements.
  7. Security Compliance: Assist in maintaining IT security standards by applying necessary patches, updates, and monitoring for potential security threats.


Required Qualifications


  1. Education: A degree in Information Technology, Computer Science, or a related field.
  2. Experience: Minimum of 2 years experience in an IT support role or helpdesk environment.
  3. Technical Skills: Proficiency in Windows and Mac OS, experience with remote desktop applications, knowledge of network fundamentals, and familiarity with common software applications.
  4. Certifications: CompTIA A+, ITIL Foundation, or other relevant certifications are a plus.


Desired Attributes


  1. Problem-Solving Skills: Ability to diagnose technical issues quickly and effectively.
  2. Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
  3. Customer Service Orientation: Strong focus on customer satisfaction and user support.
  4. Team Player: Ability to work collaboratively within a team environment and support colleagues as needed.
  5. Time Management: Strong organizational skills with the ability to prioritize tasks and manage time effectively.


Working Conditions


  1. Location: Onsite or hybrid working model, depending on company policy.
  2. Hours: Standard business hours with occasional on-call responsibilities.
  3. Environment: Fast-paced, supportive IT department within a dynamic organization.


Join our team and

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