Helpdesk Analyst

Job Description

We are seeking a dedicated Helpdesk Analyst to join our IT Support team in Leeds. In this role, you will be the first point of contact for users, providing comprehensive technical support and ensuring timely resolutions to technical issues. The ideal candidate will possess strong troubleshooting skills, a patient demeanor, and a passion for helping others. You will play a pivotal role in maintaining our IT infrastructure and enhancing user experience.

Responsibilities

• Respond to and resolve incoming help requests in a courteous and professional manner.
• Ensure that all support requests are prioritized correctly and handled in accordance with service levels.
• Configure and troubleshoot various devices including desktops, laptops, and mobile devices.
• Provide on-site support as necessary to resolve issues in a timely manner.
• Assist with IT inventory management and asset tracking.
• Maintain a friendly and approachable demeanour while working under pressure.
• Participate in continuous improvement initiatives within the IT support team.
• Monitor and manage user access rights and permissions.
• Facilitate communication between clients and IT for seamless issue resolution.

Requirements

Education

• Bachelor's degree in Information Technology or related field
• IT certifications such as CompTIA A+ are advantageous

Experience

• 2+ years of experience in IT support or helpdesk environments

Technical Skills

• Windows OS
• Active Directory
• Office 365
• Networking

Soft Skills

• Customer Service
• Communication
• Time Management

Certifications

• CompTIA A+ Certification
• ITIL Certification

Languages

• English: Fluent

Advantageous

• Knowledge of scripting languages (Python, PowerShell): Familiarity with scripting for automation tasks.
• Experience with remote support tools: Hands-on experience with tools for providing remote IT assistance.

Benefits

• Competitive salary based on experience
• Health and wellness benefits including dental and vision coverage
• Opportunities for professional development and training
• Contributory pension scheme
• Paid time off and holidays

Company Culture

• Team Spirit: We prioritize teamwork and collaboration in achieving our goals.
• Innovation: Encouraging creative solutions and innovative ideas is at the heart of our culture.
• Integrity: We believe in transparency and honesty in all our actions.