IT Helpdesk Analyst - Crewe, United Kingdom - Matt Burton

Matt Burton
Matt Burton
Verified Company
Crewe, United Kingdom

3 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

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Description

MBA are proud to partner one of Crewe's most prestigious family run organisations in their search for a IT Support Analyst on a permanent basis.


Overview:


Based in our Crewe HQ you will provide telephone and deskside support to our user community with occasional visits to sites to provide proactive 'floor walking' support.

For the first few months you will be supporting a project to help upgrade site PCs and Infrastructure involving travel and work at our sites therefore mobility is important.

This period will be an excellent opportunity for you to learn more about the business, the key players and how the technology you will then be supporting is ultimately used.

Your usual hours of work will be 37.5 hours per week and a shift system will be in operation to provide support between 07.00hrs and 18.00hrs although occasionally you may be required to work additional hours.

You will report to the Helpdesk Team Leader.


Location:

Full time office based

Key Responsibilities:
As an active and important part of our IT team you will be responsible for providing triage and 1st level support:

  • Work as part of a small team to provide support services to resolve IT incidents and problems with hardware, software and infrastructure.
  • Have good troubleshooting skills to manage day to day support requests
  • Ensure helpdesk calls are logged efficiently and resolved in line with service level agreement.
  • Resolve configuration, usage and deployment issues.
  • Escalate calls to technical support teams and deescalate where required.
  • Escalate priority issues.
  • Provide additional technical support to users to help them get the most from the technology stack.
  • Keep inventory, asset and licence management to date and accurate.
  • Help with periodic reporting and analysis on call volumes, SLAs + rootcause analysis.
  • Create documentation and user knowledge base material.
  • Understand business drivers and how technology is used.

Skills / Person:

Essential Skills:

  • At least 12 months experience of providing support services.
  • Good telephone manner.
  • A good working knowledge of the following technologies


  • Microsoft Windows 10/1

  • Microsoft Office 36
  • Microsoft M36
  • Microsoft Teams / SharePoint
  • Dell PC, Laptop and Apple / Android mobile devices
  • Networking infrastructures.
  • You'll be a selfmotivated problem solver.
  • Ability to work under pressure and targets.
  • Ability to work both in a team and on your own at times.
  • Good verbal and written communication skills.
  • Reliable and organised.
  • Strong customer care skills.
  • Driving licence is essential.
Perks

  • Competitive salary
  • Holidays that increase with length of service
  • Your birthday off
  • Company pension scheme
  • Death in service benefit
  • Long service recognition
  • Cycle to work scheme
  • Annual flu jab
  • Employee assistance programme and counselling service
  • Discounts on products and services for employees and family
  • Performance related bonus scheme

Salary:
£25,000 to £28, % Bonus
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