Helpdesk - First Line Support - IT Service Desk Analyst

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Helpdesk / First Line Support / IT Service Desk Analyst who has excellent customer service skills with a good foundation and understanding of IT Infrastructure and / or IT Operations, specifically with Desktop Software Applications including Microsoft Windows is required for a fixed-term contract in Plymouth, South West England.

Due to the organisation's COVID-19 response to keep essential services running, they need to extend the team on a temporary basis and are looking for 10 people to join their Service Desk for a period of 6 to 12 months. Initially you will be based at home, but will, in time return to the office in Plymouth.

SALARY: £25,247 per annum

LOCATION: Plymouth, South West England

JOB TYPE: Full-Time, 6 to 12 Months Fixed Term Contract

APPLICATION PROCESS: Once you've applied, we will email over some extra details regarding the application process that you will need to complete as soon as possible online. Please keep an eye out for our email.

JOB OVERVIEW

We have a fantastic new job opportunity for a Helpdesk / First Line Support / IT Service Desk Analyst who has excellent customer service skills with a good foundation and understanding of IT Infrastructure and / or IT Operations, specifically with Desktop Software Applications including Microsoft Windows.

Based at home initially, with a great remote training programme, as the Helpdesk / First Line Support / IT Service Desk Analyst, you will be responsible for providing a single point of contact and 1st line IT support for internal and external users.

Working as a Helpdesk / First Line Support / IT Service Desk Analyst you will join a team that owns the Incident and Service Request processes and fixes over 60% of incidents first time.

As the Helpdesk / First Line Support / IT Service Desk Analyst your duties and responsibilities will include:

You will support, troubleshoot and resolve a range of technical issues relating to Microsoft applications, MS Windows and other business and desktop applications

You will use a range of diagnostic tools and communication channels to troubleshoot requests and liaise with users, which includes using social media

You will manage, track and escalate incidents and requests for service (RFS)

You will also monitor services and applications to deliver service improvements

Support project and customer & supplier reviews

CANDIDATE REQUIREMENTS

Candidates will need the following skills and experience:

An understanding of IT infrastructure and/or IT operations

Experience of some Microsoft Windows & Business Applications, specifically desktop software applications are essential

You will have a relevant IT or customer service qualification and and/or relevant industry experience in either field

You will demonstrate an analytical approach to problem solving and your proven experience of delivering customer service with emphasis on speed, accuracy and quality will be easy for you to evidence

You will display patience, and provide tactful advice, especially under pressure and where there are competing demands

HOW TO APPLY

APPLICATION PROCESS: Once you've applied, we will email over some extra details regarding the application process that you will need to complete as soon as possible online. Please keep an eye out for our email.

CV's of Job Applicants meeting this requirement may also be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.

JOB REF: AWDO-C5520

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