Helpdesk Support Analyst Job Description

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To provide first line helpdesk support to external customers, assisting them with hardware and software problems via phone, email or fax.

To provide 1st line technical support; answering support queries via phone, email and fax.
To maintain a high degree of customer service for all support queries and adhere to all service management principles.
To take ownership of user problems and be proactive when dealing with user issues.
To log all calls on the call logging system.
Respond to enquiries from clients and help them resolve and hardware or software problems.
Maintain a log of any software or hardware problems detected.
Support users in the use of Computer equipment by providing necessary training and advice.
To allocate more complex calls to the relevant IT Support member.
To arrange for external technical support where problems cannot be resolved in house.

Previous Helpdesk (telephone support) experience.
Excellent telephone manner.
Experience of using call logging software.
Strong knowledge of Microsoft based operating systems with emphasis on Windows 2000 / 2003
Experience with using and troubleshooting Outlook 2000 within a network environment (permissions, calendar sharing, delegation)
Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.
Basic understanding of PC hardware set-up and configuration.
MCP certification would be desirable.

Up to £18,000 plus Pension and 25 days holiday

Need help recruiting for a Helpdesk Analyst?

If you should require any assistance in recruiting for a Helpdesk Support Analyst, please don't hesitate to contact us on 0845 200 8170.

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