At a Glance
- Tasks: Provide first and second line IT support to internal staff, resolving technical issues efficiently.
- Company: Join a large, well-established organisation with a fast-paced tech function.
- Benefits: Flexible part-time hours, remote work options, and a structured support environment.
- Other info: Work 20-30 hours per week with flexible shift patterns.
- Why this job: Be the go-to person for tech support and make a real difference in a dynamic team.
- Qualifications: Experience in IT helpdesk roles and strong troubleshooting skills required.
The predicted salary is between 12 - 15 € per hour.
A part-time Helpdesk Analyst is required to join a well-established, fast-paced technology function within a large, complex organisation, providing first and second line IT support to internal staff across the business. This is a great opportunity for someone who enjoys being the first point of contact for technical issues, takes pride in resolving problems quickly, and thrives in a structured support environment.
Role Highlights
- Act as the first point of contact for internal IT support requests, triaging, logging, and resolving incidents and service requests efficiently across first and second line support.
- Diagnose and troubleshoot a broad range of technical issues, including hardware, software, connectivity, and account access, escalating where appropriate and keeping end users informed throughout.
- Manage and prioritise your own ticket queue, ensuring SLAs are met, incidents are resolved in a timely manner, and the internal knowledge base is kept accurate and up to date.
- Work closely with wider IT and infrastructure teams to identify recurring issues, contribute to problem management, and support continuous improvement across the service desk function.
- Deliver a consistently high standard of customer service to internal stakeholders at all levels, communicating technical information clearly and confidently to non-technical users.
What they're looking for
- Previous experience in an IT helpdesk or service desk role, with exposure to first and second line support in a busy, high-volume environment.
- Comfortable working with common IT systems, tools, and platforms, including Windows, Microsoft 365, Active Directory, and ticketing systems.
- Strong troubleshooting skills with the ability to diagnose hardware, software, and connectivity issues quickly and methodically.
- Excellent communication skills with a patient, user-first approach to support.
This is a flexible part-time role working 20–30 hours across 4–5 days per week, with shift patterns such as 7am–11am and 12pm–4pm. Fully remote candidates are welcome, with the option to work from Birmingham offices if preferred.
Help Desk employer: Investigo
Join a dynamic and supportive team as a Help Desk Analyst in a large, well-established organisation that values employee growth and development. With flexible part-time hours and the option to work remotely or from our Birmingham offices, you will enjoy a collaborative work culture that prioritises customer service excellence and continuous improvement. This role offers a unique opportunity to enhance your technical skills while being part of a structured environment that encourages innovation and problem-solving.
StudySmarter Expert Advice🤫
We think this is how you could land Help Desk
✨Tip Number 1
Network like a pro! Reach out to your connections in the tech world, especially those who work in helpdesk roles. A friendly chat can lead to insider info about job openings that might not even be advertised yet.
✨Tip Number 2
Practice your troubleshooting skills! Set up mock scenarios with friends or family where you can diagnose and resolve common IT issues. This will boost your confidence and prepare you for real-life situations during interviews.
✨Tip Number 3
Show off your communication skills! When you get the chance to interview, make sure to explain technical concepts in simple terms. This will demonstrate your ability to connect with non-technical users, which is key for a Help Desk 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, we love seeing candidates who are proactive and eager to join our team!
We think you need these skills to ace Help Desk
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience in IT helpdesk roles. We want to see how you've tackled first and second line support, so don’t hold back on those details!
Show Off Your Troubleshooting Skills:In your application, give examples of how you've diagnosed and resolved technical issues. We love seeing a methodical approach, so share your thought process!
Communicate Clearly:Since you'll be dealing with non-technical users, it's important to demonstrate your communication skills. Use simple language in your application to show us you can explain techy stuff clearly.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any updates!
How to prepare for a job interview at Investigo
✨Know Your Tech
Brush up on your knowledge of common IT systems and tools like Windows, Microsoft 365, and Active Directory. Be ready to discuss how you've used these in previous roles, as this will show you’re not just familiar but also comfortable with the tech they'll expect you to support.
✨Showcase Your Troubleshooting Skills
Prepare to share specific examples of how you've diagnosed and resolved technical issues in the past. Think about a time when you had to troubleshoot a tricky problem and how you approached it methodically. This will demonstrate your ability to handle the challenges of the role.
✨Communicate Clearly
Since you'll be dealing with non-technical users, practice explaining complex concepts in simple terms. During the interview, focus on how you can convey technical information clearly and confidently, showing that you can be patient and user-focused.
✨Understand the Role's Structure
Familiarise yourself with the structure of a helpdesk environment. Be prepared to discuss how you would manage your ticket queue and ensure SLAs are met. Showing that you understand the importance of efficiency and organisation will set you apart from other candidates.
