We’re looking for a Junior Helpdesk Analyst local to Chorley with a keen aptitude for troubleshooting and customer service to join our Lancashire based technology team. This is an entry-level position that focuses on providing technical support to customers using our helpdesk ticketing tool and resolving or escalating issues where needed.
This is offered on a hybrid basis, 2 days Chorley office, 3 days home.
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:
o Transferring clients to appropriate teams.
o Password resets and other login issues.
o Document tracking or resending.
o 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.
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