Helpdesk Analyst - 3 Months - Herefordshire

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The Client

Well known global retail organisation based in Herefordshire

The Job:

Role - Helpdesk Analyst.

Rate: Negotiable

Location - Herefordshire

Contract Length - 3 Months

Job Details:

To provide 1st line IT support (including call logging and management) to all IT users within the business

Responsibilities:

* Answer Helpdesk support calls, providing 1st line support during normal business hours and participating in an out of hours support service (on a rota)

* Liaise with internal users to resolve problems and queries

* Liaise with customers and 3rd parties, as and when required, to resolve problems and queries

* Manage support requests coming into the department, engaging with internal support teams (as appropriate), ensuring that the service delivered is within agreed service levels

* Analyse support requests and participate in creating/improving Helpdesk 1st response processes and procedures

* Create and maintain relevant team documentation, work instructions, FAQ's and support guides

* Work closely with internal users to identify support or change requirements, where appropriate recommend possible solutions, for systems within your remit

* Ensure Helpdesk performance is measured and reported in a timely fashion via agreed departmental processes

Key Skills and Experience:

* Demonstrate expertise in the provision of 1st line IT support services

* A basic understanding of the technology components (application and infrastructure) utilised in an eCommerce environment

* Customer Service skills and the use of a call logging system

* Working knowledge of Windows 7, Office 2010, Server 2003, 2008 and 2012, Active Directory, Exchange

* PC hardware and software maintenance and upgrades

* Qualification in a related field

* Excellent Customer Care skills

* Ability to prioritise workload to meet company and departmental deadlines

* Problem solver

* Excellent communication skills

Additional information:

This is a 3 Month contract with a strong likelihood to further extend and paying £12 per hour. My client is an award winning organisation.

If you are interested in this opportunity then please email across a copy of your CV in Word format to [email protected]

Spring acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Spring Group UK is an Equal Opportunities Employer.