1st Line Support / Helpdesk Operator - Warrington, Cheshire

My client, a well established service provider in the construction industry, is looking for a 1st Line Support Analyst to join their expanding team at their site based in Warrington.

As the 1st Line Support Analyst you will provide support to the IT team and user of the company’s systems. The person will answer calls to the IT Service Desk and be responsible for logging all support requests into the company’s IT call management system. Support requests are also received via e-mail and the IT Assistant will ensure that these are also logged and that users are happy with the resolution. They will ensure that all IT assets are tracked and that the office is kept in an orderly fashion. The IT Assistant will also be responsible for the delivery of
some 1st line support to end-users. They will effectively escalate support requests using the departmental structure.

Key Responsibilities
- Log support calls received via the IT Service Desk.
- Maintain accurate records of all incidents, problems and change requests.
- Escalate incidents to the right people within the team.
- Collaborate with the other members of the IT Services staff to ensure efficient operation of the IT Service Desk function.
- Follow procedures for logging, reporting, and monitoring desktop operations.
- Accurately receive and inventory all new equipment.
- Ensure that backup media are rotated correctly.

Technically you must be have:

- Effective interpersonal skills and relationship-building skills.
- Strong written and oral communication skills.
- Experience in using Windows XP, Microsoft Office 2003/ 2007, and the internet.
- Ability to conduct research into issues and products using the internet.
- Ability to read and understand technical manuals, procedural documentation and guides.