At a Glance
- Tasks: Provide first-line support for users and resolve technical issues efficiently.
- Company: Join a professional services team in Ellesmere Port with a focus on customer satisfaction.
- Benefits: Competitive salary, opportunities for growth, and a dynamic work environment.
- Other info: Flexible, fast-paced role with strong collaboration across teams.
- Why this job: Make a real difference by helping users and improving service quality.
- Qualifications: Experience with Microsoft 365 and ITSM tools is a plus.
The predicted salary is between 25000 - 27000 £ per year.
The Helpdesk Analyst role sits within a professional services environment, providing first-line support for internal and external users of bespoke systems and client-facing portals. Success is measured by resolving issues within SLA targets, maintaining strong customer satisfaction, and increasing first contact resolution. The role also supports continuous improvement by identifying recurring issues and contributing to knowledge base updates and service enhancements.
The role requires understanding how to log, track, and escalate incidents using ITSM tools such as Freshservice, alongside a structured and methodical approach to troubleshooting. Analysts manage user accounts and access permissions, support basic IT setup (devices, peripherals, connectivity), and ensure high standards of data quality across systems. They must also understand when escalation is required and how system issues impact wider professional services operations.
Work involves supporting users through clear, professional communication, resolving basic technical issues, and prioritising a high volume of requests effectively. Analysts also support onboarding and access requests, contribute to identifying trends in recurring issues, and assist with user acceptance testing where required. Flexibility and responsiveness are key to maintaining service continuity.
The role requires confidence with Microsoft 365 (Outlook, Word, Excel) and Windows operating systems, with experience in ITSM tools and modern web browsers being beneficial.
Behaviourally, the role requires a calm, customer-focused approach, taking ownership of issues through to resolution. Strong collaboration is expected across teams, alongside reliability, accuracy, and accountability. Analysts should be adaptable, organised, and comfortable working in a structured but fast-paced environment.
- Clear and professional communication with users and stakeholders
- Accurate logging, updating, and management of ITSM tickets
- Basic troubleshooting of hardware, software, and connectivity issues
- User account setup, access management, and data accuracy checks
- Ability to prioritise and manage multiple requests in a high-volume environment
- Identification of recurring issues and support for trend analysis
- Support for user onboarding and access requests
- Collaboration with technical teams and participation in UAT activities
- Use of Microsoft 365 (Outlook, Word, Excel)
- Confidence using Windows operating systems
- Familiarity with ITSM tools (e.g. Freshservice) and web browsers (desirable)
Locations
Help Desk Analyst in Cheshire, Ellesmere Port employer: Adele Carr Recruitment Limited
As a Help Desk Analyst at our Ellesmere Port location, you will thrive in a dynamic professional services environment that prioritises employee growth and satisfaction. We offer competitive salaries, a supportive work culture that values collaboration and continuous improvement, and opportunities for skill development through hands-on experience with cutting-edge ITSM tools. Join us to be part of a team that not only values your contributions but also invests in your future success.
Contact Details:
Adele Carr Recruitment Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Help Desk Analyst in Cheshire, Ellesmere Port
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at local meetups. We all know someone who knows someone, and a friendly chat can lead to opportunities you might not find online.
✨Tip Number 2
Practice makes perfect! Before any interview, we recommend doing mock interviews with friends or family. This helps you get comfortable with common questions and lets you showcase your calm, customer-focused approach.
✨Tip Number 3
Show off your skills! When you get the chance, demonstrate your troubleshooting abilities during interviews. Talk about how you've resolved issues in the past and how you can bring that experience to the Help Desk Analyst role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team!
We think you need these skills to ace Help Desk Analyst in Cheshire, Ellesmere Port
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Help Desk Analyst role. Highlight your experience with ITSM tools, troubleshooting skills, and any customer service roles you've had. We want to see how you fit into our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about providing first-line support and how your skills align with our needs. Keep it professional but let your personality show through.
Showcase Your Communication Skills:Since clear communication is key in this role, make sure your application reflects that. Use straightforward language and structure your information clearly. We love candidates who can communicate effectively!
Apply Through Our Website:Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Adele Carr Recruitment Limited
✨Know Your ITSM Tools
Familiarise yourself with ITSM tools like Freshservice before the interview. Be ready to discuss how you've used similar tools in the past, as this will show your understanding of logging and tracking incidents effectively.
✨Showcase Your Troubleshooting Skills
Prepare examples of how you've resolved technical issues in previous roles. Highlight your structured approach to troubleshooting and how you prioritised tasks in a high-volume environment to meet SLA targets.
✨Communicate Clearly and Professionally
Practice articulating your thoughts clearly. Since the role involves supporting users, demonstrate your ability to communicate complex information in a simple way during the interview. This will reflect your customer-focused approach.
✨Demonstrate Adaptability
Be ready to discuss situations where you've had to adapt quickly to changing circumstances. Share examples that showcase your flexibility and responsiveness, which are key traits for maintaining service continuity in a fast-paced environment.
