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| Job Location | Manchester |
| Education | Not Mentioned |
| Salary | 21,000 - 24,000 per annum |
| Industry | Not Mentioned |
| Functional Area | Not Mentioned |
| Job Type | Permanent , full-time |
IT Helpdesk Analyst - £21k - £24k DOEITIL/Windows/365One of IT Bods leading clients is seeking an experienced IT Helpdesk AnalysttTo provide first line helpdesk support to internal staff, assisting them with hardware and software problems via phone or emailThis role will be part of a team supporting over 30 locations and working from home (supporting circa 1000 staff) and is a great opportunity to join an established and experienced professional team whereby the post holder will be able to develop their career.Main TasksTo provide 1st line technical support; answering support queries via phone, email, F2FTo maintain a high degree of customer service for all support queries and adhere to all service management principles.To take ownership of user incidents and be proactive when dealing with user issues.To log all calls on the call logging system and ensure these calls are updated regularly and in-line with business processesDocument processes and procedures and contribute to building the IT knowledgebaseRespond to enquiries from clients and help them resolve hardware or software problems either locally or remotely.Maintain a log of any software or hardware problems detected.Support users in the use of Computer equipment by providing necessary training and advice.Build PCs and provision other equipment inc mobile and print devices.Escalate ticket to other members of the team when necessaryTo arrange for external technical support where problems cannot be resolved in houseVisit remote sites to provide face to face support when required.Essential Skills ITIL V4 FoundationAt Least 2 years previous Helpdesk (telephone support) experience on a busy IT Helpdesk, managing large volumes of calls/ticketsExcellent telephone manner and professional demeanourExperience of using call logging software and managing calls within that softwareStrong knowledge of Microsoft based operating systems with emphasis on Windows 10Experience with using and troubleshooting Microsoft Office 365 appsExperience supporting users in a Citrix environmentExperience of Modern Microsoft Cloud services (AAD, Exchange Online, Intune)Good knowledge of Active DirectoryExperience managing and supporting mobiles devicesUnderstanding of PC hardware set-up and configuration.Strong troubleshooting skills with the ability to work as a member of team or individuallyStrong documentation and communication skills are essentialExcellent time keepingFull Clean UK Driving license desirable but not essentialComp TIA A+ certification desirable but not essentialSuccessful candidate must be able to work in a shift pattern with other members of the team and must be flexible as the role often requires changes of shifts at very short notice.If you are interested in hearing more about the IT Helpdesk Analyst (ITIL/Windows/365) offering £21k - £24k (DOE) please click on the link to apply
Keyskills :
ExchangeHelpdeskWindowsCall Logging1st LineTickets365ITIL4