Helpdesk Analyst - 1st Line/MS Stack - Derby
Full on site working - 5 days/week (standard working hours - 8:30-17:00)
Salary range - £25,000-£27,500, Dependent on level of experience
Helpdesk Analyst required for a leading client based in Derbyshire - required on site for 5 days per week. The ideal candidate will have strong communication and organisational abilities and will provide support to employees facing challenges with IT applications, products, or services.
Reporting to the IT Coordinator, you will work as part of a small team supporting approximately 100 users, ensuring timely resolution of issues. For complex or high-priority matters, you will escalate them to the 2nd Line Support team as needed.
Key skills and responsibilities:
1. Delivering Tier 1 support for issues reported through the company helpdesk, phone, instant messaging, or email, ensuring resolution within agreed SLAs
2. Engagement with 3rd Party software and hardware vendors to resolve external issues that can't be solved in-house
3. Track and follow up on pending requests to ensure timely resolution.
4. Manage user onboarding and offboarding processes, including creating accounts and setting up hardware.
5. Provide remote support to users across the UK and internationally.
6. Strong customer service and troubleshooting skills with the ability ...