Helpdesk Analyst

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Role: Helpdesk Analyst

Salary: £19,000 - £24,000

Location: Leominster

I am currently recruiting for a Helpdesk Analyst to work for a market leading company in Leominster.

Job Scope:

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

Experience / Skill Set:

*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

*Attend training courses as required and ensure that professional qualifications (where relevant) are kept up to date

Spring Technology is acting as an Employment Business in relation to this vacancy.

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