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- Tasks: Provide technical support and troubleshoot issues for customers using a helpdesk ticketing tool.
- Company: Join a dynamic technology team in Lancashire, focused on customer service and tech solutions.
- Benefits: Enjoy hybrid work options, competitive salary, comprehensive benefits, and career development opportunities.
- Why this job: Perfect for tech enthusiasts wanting to grow skills in a supportive and engaging environment.
- Qualifications: 1+ year in tech support or customer service, strong troubleshooting skills, and a friendly attitude required.
- Other info: This is an entry-level position ideal for high school and college students eager to learn.
The predicted salary is between 28800 - 43200 £ per year.
We’re looking for a Helpdesk Analyst local to Chorley with a keen aptitude for troubleshooting and customer serviceto join our Client\’sLancashire based technology team. This is anentry level position that focuses on providing technical support to customers using their helpdesk ticketing tool and resolving or escalating issues where needed.
This can be offered on ahybrid office/home basis
Your next role?
A wide ranging and varied role which will allow you to develop your existing skills and experience.
Day to day duties will include:
Technical support
- Assist users with basic to intermediate technical issues
- Resolve common issues: Handle routine issues such as:
- Transferring clients to appropriate teams
- Password resets and other log in issues
- Document tracking or resending
- Basic client training on application-based processes (How to resend etc.)
- Escalate complex problems: Identify when issues need to be escalated to more senior technicians or specialized teams, and pass the correct information in a timely manner
- Troubleshooting: Diagnose problems by gathering information from users, replicating the issue, and attempting to resolve it through documented solutions or guides.
- Ensure that unresolved issues are properly tracked and followed up on, maintaining good communication with users regarding progress
- Continuous efforts to improve stored documentation by suggesting changes, or drafting new documents
Application monitoring and maintenance
- Monitor application performance to identify potential problems before they escalate.
- Help with the installation of software updates
Issue logging
- Use a ticketing system to document all technical issues reported by users, ensuring accurate records of the problem, actions taken, and final resolutions
Customer Service and Communication
- Respond promptly to queries: Address customer concerns via email and phone, maintaining a courteous and helpful attitude
- Educate users: Assist users in understanding how to avoid future problems by providing guidance and education on using systems properly.
What we\’re looking for?
- 1 year + experience in Application/Tech support or other Customer Service support role
- Great customer skills and good all round IT troubleshooting skills.
- Ability to multitask and prioritise workload
- Confident, friendly and outgoing, always happy to role your sleeves up and go the extra mile with a “can do” attitude.
- A passion for understanding technology, quickly exploring and learning about new technologies.
- A strong analytical, problem solving mind-set, quickly able to isolate root cause of an issue and provide a practical solution.
In return, you\’ll be offered a competitive salary along with comprehensive benefits package, full training and career development.
If this sounds like your kind of role, please apply online with your CV
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Helpdesk Analyst employer: Newton Blue
Contact Detail:
Newton Blue Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpdesk Analyst
✨Tip Number 1
Familiarise yourself with common helpdesk tools and ticketing systems. Understanding how these platforms work will give you a significant advantage during the interview process, as you'll be able to demonstrate your readiness to hit the ground running.
✨Tip Number 2
Brush up on your customer service skills. Since this role heavily involves interacting with users, practice active listening and clear communication. Being able to convey technical information in an easy-to-understand manner will set you apart from other candidates.
✨Tip Number 3
Showcase your troubleshooting abilities by preparing examples of past experiences where you've successfully resolved technical issues. Be ready to discuss your thought process and the steps you took to diagnose and fix problems.
✨Tip Number 4
Research the company and its technology stack. Understanding the specific applications and systems they use will not only help you tailor your responses but also demonstrate your genuine interest in the role and the organisation.
We think you need these skills to ace Helpdesk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical support and customer service. Emphasise any troubleshooting skills and examples of how you've resolved issues in the past.
Craft a Strong Cover Letter: Write a cover letter that showcases your passion for technology and your ability to learn quickly. Mention specific experiences that demonstrate your problem-solving skills and customer service abilities.
Highlight Relevant Skills: In your application, clearly outline your IT troubleshooting skills and any experience with helpdesk ticketing systems. Mention your ability to multitask and prioritise workload effectively.
Show Enthusiasm: Express your enthusiasm for the role and the company in your application. A positive attitude and a willingness to go the extra mile can set you apart from other candidates.
How to prepare for a job interview at Newton Blue
✨Show Your Troubleshooting Skills
Be prepared to discuss specific examples of how you've resolved technical issues in the past. Highlight your analytical mindset and problem-solving abilities, as these are crucial for a Helpdesk Analyst role.
✨Demonstrate Customer Service Excellence
Since this role involves direct interaction with users, showcase your customer service skills. Share experiences where you went above and beyond to assist a customer, emphasising your friendly and helpful attitude.
✨Familiarise Yourself with Common Issues
Research common technical issues that users face and be ready to discuss how you would handle them. This shows your proactive approach and understanding of the role's requirements.
✨Ask Insightful Questions
Prepare thoughtful questions about the company's technology stack and support processes. This not only demonstrates your interest in the role but also your eagerness to learn and grow within the team.
