1st/2nd Line Helpdesk Technician

IT Service Desk Analyst required by my large client. Due to a major increase in workload, my client is looking for new Service Desk Analysts to join the team.

Responsibilities include:

1. Providing support to internal staff via Service Desk portal & telephone.
2. Accurate logging of incidents and service requests in the IT Service Management system.
3. Diagnosing and resolving technical issues using remote support tools.
4. Troubleshooting workstation, laptop, mobile phone, and printer issues.
5. Providing clear communication on the status of requests to the requester.
6. Ensuring Service Desk tickets are up-to-date and actively monitored.
7. Escalating incidents and requests to management or third-party suppliers to meet SLAs.
8. Building new laptop and desktop workstations.
9. Managing desk deployments and moves.
10. Executing employee joiner, leaver, and transfer processes.
11. Identifying software updates and coordinating their deployment.
12. Writing and updating technical and process documentation.
13. Undertaking projects as instructed by management.
14. Providing additional support as required by the IT Senior Service Desk Analyst.

Person Specification:

• Previous experience in a similar Service Desk Analyst role, preferably in the professional sector.
• Excellent customer service skills.
• Strong analytical and problem-solving skills.
• Experience with the Microsoft Office suite.

Skills/Attributes Required:

• Strong knowledge of Microsoft-based operating systems.
• Networking experience (LAN, WAN, Wi-Fi) is desirable.
• Experience troubleshooting Microsoft Office applications.
• Familiarity with remote access tools such as TeamViewer.
• Good understanding of PC hardware and software setup and configuration.
• Knowledge of HP Printers.
• Warehouse experience or WMS support knowledge (Red Prairie, JDA, Blue Yonder dispatcher) is desirable but not essential.

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