IT Helpdesk Analyst / First Line Support Engineer / Service Desk

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IT Helpdesk Analyst / First Line Technical Support Engineer who has a passion for IT and all things technical with excellent problem solving and communication skills is required for a busy Service Desk with an innovative and successful Technology Company based in Skelmersdale, West Lancashire, North West England.

Recent Graduates Considered. There are also IT Apprenticeship Program Opportunities Available for the right individual.

SALARY: Competitive + Benefits   

LOCATION: Skelmersdale, West Lancashire, North West England        

JOB TYPE: Full-Time, Permanent

IS THIS YOU?

Do you have a passion for IT?

Can you take apart and build PC's or Laptops?

Are you a good problem solver?

If you can answer ‘YES' to these questions, then we would like to hear from you!

JOB OVERVIEW

We have a fantastic new job opportunity for an IT Helpdesk Analyst / First Line Technical Support Engineer who has a passion for IT and all things technical with excellent problem solving and communication skills.

Working as the IT Helpdesk Analyst / First Line Technical Support Engineer you will join the company's busy Service Desk and assist with IT support and solving related technical problems.

As the IT Helpdesk Analyst / First Line Technical Support Engineer you will also provide product support, monitor emails and assist with reports, processes and documentation.

Successful candidates will demonstrate a good basic technical understanding and will want to expand their knowledge and grow into the role.

APPLY TODAY

If this job looks like your ideal position, then please send in your CV as soon as possible for our Recruitment Team to review.

DUTIES

Your duties as the IT Helpdesk Analyst / First Line Technical Support Engineer will include:

Provide IT ticket and 1st Line support

Assist with internal IT, hardware and device management and asset tracking

Grant system access as requested

Assist with the management of the Helpdesk system by taking ownership of new ticket and email allocation and monitoring

Provide suitable initial responses to Helpdesk customers

Work with the Helpdesk team to ensure emails and tickets are resolved within agreed SLAs

Monitor, coordinate and communicate escalations with the relevant stakeholders

Ensure information for ticket, SLA table and client data remains accurate and that the data is appropriately updated to ensure accuracy is maintained

Ensure the correct utilisation types are allocated to tickets and booked correctly within Helpdesk tool

Review all Helpdesk tickets within Helpdesk tool, progressing with tickets, escalating any concerns or discrepancies with the relevant stakeholders to resolve

Assist with the IT new starter process to ensure new employees have the correct IT equipment, accounts, hardware and software

Assist with and complete new employee IT inductions

Assist with the completion of IT license audits and reporting

Ensure product documentation is tracked appropriately and version control is maintained

Assist with and complete software and hardware product testing

Ensure that security, service and compliance are monitored and in line with agreed ISO & ITIL standards, assisting with process documentation as necessary

Provide Helpdesk centre administration support, interacting with internal and external stakeholders as appropriate

Assist with producing reports

Provide out of hours support as per the support schedule and shift cover

CANDIDATE REQUIREMENTS

IT literate with good knowledge of the Microsoft suite of applications including Office365, Excel and PowerPoint

Experience in setting up hardware and/or software for desktop or mobile applications

Enjoys working with and has an interest in learning about new technology and computer systems

Able to collaborate and coordinate with internal and external teams and customers

An analytical thinker with a good attention to detail

Good communication skills and a friendly telephone manner

Good stakeholder management and relationship building skills

Proactive attitude and seeks constructive feedback to improve

Able to manage own time and resources effectively

Seeks continuous improvement and enjoys making suggestions to improve business processes

Educated to at least GCSE grade C (or equivalent) or above

DESIRABLE SKILLS

An understanding and/or basic knowledge of SAP or similar ERP systems, specifically within logistics

Previous IT or technology support desk experience and working to SLAs

Advanced knowledge of the Microsoft Office Power applications

Experienced in using Microsoft Teams

Knowledge and understanding of networks and concepts

Knowledge of basic server infrastructure

HOW TO APPLY

To be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. CV's of Job Applicants meeting this requirement will 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-P6033

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