IT Helpdesk Analyst

Placed: 29/11/17
Region: West Midlands
Location: Coventry
Category: Jobs


Content of the advertisement:

Hamlin Knight are currently recruiting for an IT Helpdesk Analyst to join a well established manufacturing company in their IT department in Coventry.

The purpose of the position is to provide first and second line technical support to approximately 100 UK IT users in Coventry, and further first line support to additional global users predominantly in the US. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role.

Other duties will include:
* Act as first point of contact for phone calls and emails from staff regarding IT issues and queries.
* Receive, log and manage calls from internal staff via telephone and email and the ONE Help online service.
* Maintain an Asset Database and track changes
* 1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as mobile phones, Laptops, PCs and Printers
* Troubleshoot basic network issues such as ADSL broadband issues
* Escalate unresolved calls to appropriate person
* Log all calls in ONE Help and manage the on boarding and separation requests
* Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
* Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)
* Provide IT induction to new starters
* Provide stats for the weekly Service Desk report on call trends
* Publish support documentation 'how to' guides to assist staff with requests for information & provide staff training if required
* Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
* Mobile phone account management and provision
* Arrange for external technical support where problems cannot be resolved in house
* Maintain a high degree of customer service for all support queries and adhere to the Company's dedicated Core Values.

The successful candidate will have previous experience working within a helpdesk environment and be conscientious with a detailed approach, have good written and verbal communication skills and a rigorous and methodical approach to problem solving

Price / Salary: £0 - £22000/annum