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

• Provide first line technical support to clients via phone, email, and chat.
• Diagnose and resolve hardware and software issues promptly.
• Log and track all support tickets in our service management system.
• Communicate effectively with end-users to understand their issues.
• Assist with the setup and configuration of workstations and peripherals.
• Maintain accurate documentation of solutions and troubleshooting steps.
• Identify recurring issues and contribute to knowledge base articles.
• Collaborate with other IT team members to enhance support processes.
• Provide training and guidance to users on new IT tools and systems.
• Stay up to date with the latest IT trends and technologies.

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

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.