IT Helpdesk Analyst

# of Openings
Posted Date
6 days ago
Information Technology - Help Desk



You'll work on a small but friendly IT Helpdesk providing first-class service and support activities to all our people across all locations. The team are responsible for managing and owning support tickets and driving customer issues through to prompt resolution and, where possible, resolving incidents or escalating to the relevant specialists within the wider IT team. Contact will be via phone, email, remotely and deskside visits. You must have excellent communication skills and be polite & personable. Attention to detail is a must.


  • Respond to requests for technical assistance in person, via phone and electronically
  • Diagnose and resolve technical hardware and software issues
  • Research questions using available information resources
  • Follow standard help desk procedures
  • Log all help desk interactions
  • Administer help desk software
  • To maintain a high level of Customer Service for all customer queries
  • Identify and escalate situations requiring urgent attention
  • Track and route problems and requests and document resolutions
  • Creating and updating documentation for FAQ’s, knowledgebase, user guides, how to guides, workarounds etc, to aid customer and IT staff
  • Prepare activity reports
  • Publish support documentation to assist staff with requests and information
  • Arrange for external support where problems cannot be resolved in-house
  • Flexibility to work shifts between the hours of 8am and 6pm Monday to Friday.
  • Maintain our asset databases and track changes
  • Stay current with system information, changes and updates


  • Experience of working in a comparable, equivalent-sized business with similar IT infrastructure
  • An Awareness or experience of the ITIL framework
  • Experience of dealing with customers in a calm and professional manner
  • Extensive experience of building positive and effective relationships with internal staff at all levels and external consultants and partners
  • Significant analytical and diagnostic problem solving skills
  • Ability to plan and organise workload and projects in a timely manner


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