Job vacancy - Helpdesk Support Analyst

Position: Helpdesk Support Analyst
Reference: acsAhedean
Location: Gatwick
Salary: £23,000 - £25,000 per annum
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Job Title: Helpdesk Support Analyst

Are you a 1st Line Support Analyst with experience logging and managing incoming calls? Are you confident communication via telephone, 1-1 contact and email? You will provide first level advice on ICT queries and quickly understand difficulties being experienced by callers.

Responsibilities:

  • Daily reporting to the 2nd Line Support Analyst and 3rd Line Engineers, you will provide first line technical support to technology users, located across several international sites.
  • You will be required to log and manage incoming calls through to resolution.
  • The role is predominately office based but will from time to time require travelling to other sites.
  • You will be using Microsoft Suites continuously and the role will involve communication via telephone, 1-1 contact and email.
  • You must possess excellent communication skills and understand the importance of providing outstanding customer service in line with our Customer First programme. The role requires strong organisational skills and the ability to make decisions while balancing the varying priorities of open calls.

Requirements:

To provide first level advice on ICT queries and to quickly understand difficulties being experienced by callers, a working knowledge of the following is required.

Knowledge of and understanding how this is used to in a support environment:

  • Microsoft Windows 10
  • Microsoft Windows Server
  • Microsoft SharePoint
  • Microsoft Exchange 2010
  • Microsoft O365 applications inc. Dynamics
  • Microsoft Office 2016
  • Active Directory
  • Mitel Technologies
  • Print Management
  • RSA Secured Remote Access
  • Citrix
  • Mobile Technologies (IOS Android BES)
  • Remote Server Management (RDP, TeamViewer)
  • IT Infrastructure standards and methodologies
  • CCNA optional
  • Audio Visual knowledge desirable

ACS are recruiting for a Helpdesk Support Analyst. If you feel that you have the skills and experience required in this advertisement to be a Helpdesk Support Analyst please submit your CV including an outline of your experience as a Helpdesk Support Analyst. It is always a good idea to include a covering letter outlining your experience as a Helpdesk Support Analyst with your application as this will enhance your chances of selection and improve your prospects of landing the Helpdesk Support Analyst role you desire.