IT Helpdesk Support Analyst

17510.00 - 23690.00 GBP Annual + Pension + Benefits
27 Jul 2018
24 Aug 2018
Contract Type
Full Time
Are you a problem solver with a customer service focused attitude and an excellent telephone manner?

We are looking for an additional Helpdesk Support Analyst to join our small, friendly and very busy team that provides IT services to a global business.

The Helpdesk Support Analyst provides first/second line support to all Group staff across the globe, assisting them with hardware and software problems to ensure they are addressed in a timely manner.

This role provides exposure to infrastructure technology, with a high level of knowledge transfer across the team. Once individuals are fully embedded into the company, Helpdesk staff are seconded to Senior Engineers to help with projects when support level requirements are low.

Key Responsibilities:

* Logging calls on the ticket logging system, prioritizing and resolving in line with Business Technology Service Level Agreements.
* Supporting users in the use of Computer equipment by providing necessary training and advice.
* Distributing calls to relevant department members depending on area of expertise.
* Escalating incidents and service requests to the Engineering team as appropriate.
* Building effective relationships with customers within the company and external service providers.

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Essential Skills


* Effective communication;
* Using and troubleshooting Microsoft Office 365 within an online and network environment.


* IT systems functionality and capabilities;
* Laptop / mobile device hardware set-up and configuration;
* Windows 10 knowledge.

Behaviours & Attributes:

* Team worker;
* Personal drive to achieve;
* Customer service focussed.

We can offer you the following development opportunities:

* ITIL training;
* Hands-on Microsoft Server, VMware and Cloud service experience;
* Opportunity to be involved with technology projects as they arise.

About Company

Emerald Publishing was founded in 1967 to champion new ideas that would advance the research and practice of business and management. Today, we continue to nurture fresh thinking in applied fields where we feel we can make a real difference, now also including health and social care, education and engineering. We publish over 300 journals, more than 2,500 books and over 1,500 case studies, via our dedicated research platform.

What matters to us:

Individuality: We have a strong sense of character, independence and spirit.

Ambition: We strive to go beyond what's possible to delight our customers.

Purpose: Our entire motivation is to help our communities achieve better outcomes.

Curiosity: We listen, learn and challenge the status quo, paying attention to the details that matter

Trust: Our open and responsive culture empowers people, creating transparency, responsibility and respect

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