IT Helpdesk Analyst - Hybrid
- Recruiter
- Confidential
- Location
- Derby
- Salary
- 20000.00 - 23000.00 GBP Annual
- Posted
- 11 May 2022
- Closes
- 08 Jun 2022
- Sectors
- Accountancy
- Contract Type
- Permanent
- Hours
- Full Time
Cordius is working with a renowned IT MSP based in Derby, Pride Park. They are going through a wave of expansion and are currently looking for 1st Line Support Engineers/ Helpdesk Analyst to join their team.
Salary: GBP20,000 - GBP23,000+
Working Hours: Mon-Fri, 8:30am-5:00pm
Location: Derby, Pride Park (Hybrid)
The successful candidate will be responsible for the delivery and coordination of IT services to company's national and international customers and partners - in return, company will offer excellent development opportunities and provide full training.
Responsibilities:
* Answer client requests via telephone and email
* Maintain a customer focused service though the lifecycle of each ticket by managing customer expectations by keeping customer informed of progress
* Triage and troubleshoot customer issues with first class telephone support, gathering and analysing information to identify and resolve as quickly as possible
* Classify tickets accurately and prioritise In lines with Service Level Agreement
* Log service desk tickets, ensure all information is correctly captured, assign the correct priority and status to the ticket
* Liaise with external support companies and suppliers where necessary
* Update tickets accurately and ensure tasks are progressed through to a satisfactory conclusion
Experience/ Skills:
* Practical experience of technology OR 1 Years' experience of End User IT Support Experience
* Active Directory Admin skills/ experience
* Azure and SharePoint backend experience
* Outlook troubleshooting - sync Issues and e-mails experience
* Desktop support on Microsoft Windows & Office application stack
* Previous customer service skills
* Good problem-solving skills and analytical and diagnostic skills for problem resolution and root cause analysis
* Good working knowledge of Microsoft products (Outlook, Excel, PowerPoint, etc.)
* Ability to work as a part of a team and own initiative
* Ability to prioritise tasks and projects
* Accuracy and attention to detail
* Highly motivated, flexible and committed attitude who enjoys working in a fast-paced environment
* Able to understand and follow standard documented processes
Salary: GBP20,000 - GBP23,000+
Working Hours: Mon-Fri, 8:30am-5:00pm
Location: Derby, Pride Park (Hybrid)
The successful candidate will be responsible for the delivery and coordination of IT services to company's national and international customers and partners - in return, company will offer excellent development opportunities and provide full training.
Responsibilities:
* Answer client requests via telephone and email
* Maintain a customer focused service though the lifecycle of each ticket by managing customer expectations by keeping customer informed of progress
* Triage and troubleshoot customer issues with first class telephone support, gathering and analysing information to identify and resolve as quickly as possible
* Classify tickets accurately and prioritise In lines with Service Level Agreement
* Log service desk tickets, ensure all information is correctly captured, assign the correct priority and status to the ticket
* Liaise with external support companies and suppliers where necessary
* Update tickets accurately and ensure tasks are progressed through to a satisfactory conclusion
Experience/ Skills:
* Practical experience of technology OR 1 Years' experience of End User IT Support Experience
* Active Directory Admin skills/ experience
* Azure and SharePoint backend experience
* Outlook troubleshooting - sync Issues and e-mails experience
* Desktop support on Microsoft Windows & Office application stack
* Previous customer service skills
* Good problem-solving skills and analytical and diagnostic skills for problem resolution and root cause analysis
* Good working knowledge of Microsoft products (Outlook, Excel, PowerPoint, etc.)
* Ability to work as a part of a team and own initiative
* Ability to prioritise tasks and projects
* Accuracy and attention to detail
* Highly motivated, flexible and committed attitude who enjoys working in a fast-paced environment
* Able to understand and follow standard documented processes