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IT Helpdesk Analyst

December 14, 2022 | Comments Off on IT Helpdesk Analyst

IT Helpdesk Analyst - Breedon Group

Reporting to the IT Service Desk Manager you will be part of the helpdesk team who are the first point of contact for any IT related issues\incidents or requests.

You will be providing a polite and responsive service to all users across the group and aim to solve any reported issues\incidents in a professional and efficient manner, you will also need to escalate issues\incidents to either the internal Support Engineers or 3rd party support companies.

Key responsibilities:

  • To log all requests received with a high level of quality, maintaining detailed and accurate records into the IT Helpdesk system both to inform the end user and document the issue.
    • Resolving IT Support issues, aiming to achieve an 80%+ first time fix
    • Responding to Service requests by email and telephone
    • To escalate service desk tickets and liaise with internal IT Support Engineers
  • To escalate, communicate and liaise with external 3rd party support companies on any issues raised
  • To take full ownership of issues and always be willing to find answers to all questions addressed to them.
  • Build and distribute new equipment including Laptops, PC's, printers and Mobile Phones.
    • Investigating Technical issues with PCs, Laptops, telephone systems and peripheral devices
    • Perform basic windows server administration in a domain environment.
    • Asset Management.
  • Work closely when required with all members of the IT team across the group.
  • Proactively support company compliance to Health and Safety legislation through adherence to company polices, processes and practices.
  • Undertake any other activity as reasonably requested by management.

    • Essential Skills required:

    • Basic experience or understanding in IP networking & routing, supporting DHCP & DNS and Wi-Fi technologies
  • Ability to prioritise workload, flexible in approach to problems and use own initiative to achieve results.
  • Excellent communications skills.
  • Professionalism and confidence at all times.

    • Specific features of this position:

  • Must have the flexibility to work in a dynamic company with a wide product range and approach their work with enthusiasm and a positive attitude.
  • Must be able to manage their own schedule and workload

    • The business places the highest importance on sustained standards of excellence in all aspects of Health Safety and Environmental management and you will be expected to contribute to the Company's zero harm culture.

    A competitive remuneration package will be offered including pension and life assurance.

    By applying for this role, your details will be sent to Ortolan People, who are engaged to provide recruitment support in processing applications. We will endeavour to respond to all applicants within three working days. Occasionally for roles with a very high volume of applicants, this may not be possible.

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