At a Glance
- Tasks: Support customers and suppliers by resolving IT issues through calls and tickets.
- Company: Join a progressive company with a motivated team and innovative culture.
- Benefits: Enjoy 23 days holiday, hybrid working, health support, and gym discounts.
- Other info: Great career growth opportunities in a dynamic, supportive environment.
- Why this job: Make a real difference by helping users solve their tech problems every day.
- Qualifications: Experience in IT support and familiarity with helpdesk ticketing systems required.
The predicted salary is between 31500 - 38500 £ per year.
Job Description
Working for this well-established, innovative and progressive company, the Helpdesk Analyst will join a motivated team to effectively deal with calls and tickets from customers and suppliers to resolve issues with cases, logging in, website support.
You will need to have previous experience in a similar role, but full training on the systems and software will be provided.
The Helpdesk Analyst will be working Monday to Friday 9am-530pm. Hybrid working is available following the training period.
The successful Helpdesk Analyst will be rewarded with 23 days' holidays (plus Bank Holidays); quarterly staff awards; hybrid working; duvet and charity days; enhanced family leave; health and wellbeing support including Medicash, gym discounts, Perkbox, free onsite parking.
Key Responsibilities
- Log, update and monitor helpdesk tickets accurately, prioritising incoming requests and manage time effectively to support a high-volume support environment.
- Troubleshoot and resolve basic hardware, software and system issues.
- Provide clear instructions and guidance to non-technical users to help resolve their issues.
- Set up and move IT equipment such as workstations, monitors, keyboards and docking stations.
- Carry out minor technical fixes including checking cabling, Wi-Fi connections and peripheral devices.
- Communicate clearly and professionally, both verbally and in writing, with users, colleagues and other departments.
- Identify recurring issues and collate related tickets to support pattern recognition and further escalation.
- Collaborate with technical teams to support testing activities and help isolate bugs or system problems.
- Knowledge and Skills
- Proven skills in supporting internal and external users with bespoke systems and portals, acting as first line support.
- Experience of logging, escalating and tracking IT issues using helpdesk ticketing systems.
- Understand how to investigate user problems methodically, using structured lines of inquiry to identify root causes.
- Knows the steps involved in creating and maintaining user accounts, including access permissions and data accuracy.
- Experience of performing basic IT setup tasks, such as connecting peripherals and troubleshooting simple hardware or connectivity issues.
- Knows the importance of maintaining clean and accurate data across systems, and how to identify and resolve duplicates.
- Understands the role of User Acceptance Testing (UAT) and the Helpdesk's contribution to isolating system-related problems.
- Knows when and how to elevate technical issues or concerns to the appropriate team or manager.
- Proficient in Microsoft Office applications, including Outlook, Word and Excel.
- Comfortable working with Windows operating systems.
- Familiar with browsers such as Google Chrome or Mozilla Firefox
- KEYWORDS: IT, helpdesk, 1st line, support, tickets
Unfortunately, due to time restrictions we cannot respond to every applicant, in the event that we haven't contacted you within 48 hours please take it you have not been successful for this particular role, but your details will be kept on file and considered for all future vacancies.
We are an equal opportunities agency and welcome applicants from all backgrounds.
We are acting on behalf of the client as an Employment Agency in relation to this vacancy.
Job Types: Full-time, Fixed term contract
Benefits
- Additional leave
- Company events
- Cycle to work scheme
- Free parking
- Health & wellbeing programme
- On-site parking
- Work Location: Hybrid remote in Ellesmere Port
- #J-18808-Ljbffr
Helpdesk Analyst in Ellesmere Port employer: The Business Connection Group
As a Credit Control Assistant at this market-leading company, you will be part of a dynamic team in a modern office environment that prioritises employee development and innovation. With a commitment to sustainability and a carbon-neutral certification, the company fosters a supportive work culture that values collaboration and efficiency, offering full training and opportunities for growth within a fast-paced sector. Join us in making a meaningful impact while enjoying a balanced work-life schedule from Monday to Friday.
Contact Details:
The Business Connection Group Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Analyst in Ellesmere Port
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at The Business Connection Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like The Business Connection Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Helpdesk Analyst in Ellesmere Port
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to The Business Connection Group:Your cover letter is your chance to shine! Tell us why you want to work at The Business Connection Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at The Business Connection Group!
How to prepare for a job interview at The Business Connection Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
