Helpdesk Support Analyst / 1st Line Support

OCC Computer Personnel Limited
£18k - 22k per year
24 May 2017
23 Jun 2017
Due to company growth, a market-leading business in the Stoke-on-Trent, Staffordshire area currently has an opening for an IT Helpdesk Analyst to join them on a permanent basis. This is an immediate requirement, with interviews taking place within the next week. The company is commutable from Stoke-On-Trent, Crewe, Nantwich, Stafford, Market Drayton, Burton-upon-Trent, Keele, Newcastle-under-Lyme and Whitchurch. Working within the IT helpdesk team, this is a hands-on role where you will be required to provide 1st line support (and occasionally 2nd line support) to customers by telephone, email and remote support technologies to log, diagnose and resolve a wide range of technical support issues. The role will include the following roles/responsibilities: - Logging internal actions and customer calls - Investigating and resolving problems raised both internally and by external clients - Ensuring that all calls/tasks are logged in a timely manner and are actioned in line with agreed SLAs - Ensuring customers are kept informed of the current status of outstanding calls/tasks - Undertaking site visits to install and upgrade hardware and software - Providing out of hours telephone support at weekends on a rota basis - Dealing with customers at all levels both internally and externally Essential requirements: - Further education qualification in technology or a related subject - At least 1 years' experience in an IT Helpdesk role - Excellent communication skills, both written and verbal - Experience of Windows server platforms and windows desktop - Experience of SQL and database architectures - Team player with a positive can do attitude - Excellent analytical and problem-solving skills - Full UK driving licence Normal days at the office are Monday to Friday however the successful candidate will also be expected to provide telephone support at weekends on a rota basis. Due to the nature of the role, customer visits sometimes involve more varied hours and will sometimes require working during the evening and occasionally overnight. Training in the company's suite of products will be provided to the successful candidate. To register your interest, please submit your up to date CV in application to this advert.