Reference: TQ2425_3132_405
Vacancy: 1
Job title: Help Desk Operator (computing)
Location: Leicester
Job Purpose:
TESTQ Technologies is an IT services and solutions company whose offerings spans over variety of industry sectors with strong technical, domain and process expertise helping clients grow their businesses and decrease operational costs on continuous basis in an ever-changing business environment.
This opportunity is in the solution design and development arena for Help Desk Operator (computing) who will play a major role with the technical design and development of the company’s technical offerings. The position is based at our Leicester office with occasional assignments at client locations.
Job Description (Main Duties and Responsibilities):
Respond to incoming requests for technical assistance via phone, email, and chat. Diagnose and resolve hardware and software issues for users.
Log and track all support requests using the help desk ticketing system. Ensure tickets are updated with accurate information and resolutions.
Provide users with step-by-step instructions for troubleshooting and resolving issues. Educate users on best practices for technology use.
Assist in routine maintenance tasks, including software updates, backups, and system monitoring.
Create and update user manuals, FAQs, and knowledge base articles to enhance user self-service options.
Identify and escalate complex issues to appropriate technical teams when necessary.
Work closely with IT team members to share knowledge, assist with projects, and improve support processes.
Basic knowledge of computer hardware, software, and operating systems (especially Windows and macOS).
Familiarity with common applications and tools (e.g., Microsoft Office, web browsers).
Key Skills, Qualifications and Experience Needed [The candidate must demonstrate these in all stages of assessment]
3 to 4 years of experience in Help Desk Operator (computing) or a related field.
Basic understanding of computer hardware, software applications, and operating systems (Windows, macOS, Linux), software applications, and network basics.
Strong analytical skills to troubleshoot and resolve technical issues effectively.
Strong customer service orientation with a focus on user satisfaction.
Basic knowledge of IT security best practices, including antivirus software and data protection.
Familiarity with Active Directory, VPNs, and remote desktop support.
Proficiency in creating and maintaining clear documentation, including user guides and knowledge base articles.
Experience with ticketing systems to log and track incidents.
Experience with help desk software or ticketing systems (e.g., ServiceNow, Zendesk, Freshservice).
Familiarity with remote desktop and support tools for assisting users off-site.
Provides technical support to users by researching and answering questions, troubleshooting problems, and maintaining workstation and LAN performance.
Provides answers to clients by identifying problems, researching answers, and guiding clients through corrective steps.
Guide customers remotely and in person through systems configuration, troubleshooting, and maintenance
Other Key skills:
Good analytical and Problem-solving skills
Good communication skills
A thorough approach and Self starter
Focus on quality and delivery
Working together in teams.
Leadership and effective decision making.
Flexible Attitude
Excellent customer service
Qualifications: Bachelor's degree or above in the UK or Equivalent.
Salary: GBP 33000 to 45000 per annum
Published Date: 03-Feb-2025
Closing Date: 04-Mar-2025
Evaluation: CV Review, Technical Test, Personal and Technical Interview and References
Job Type: Full-time, Permanent [Part time and Fixed Term option is available] *