Helpdesk Support Analyst - 1st & 2nd Line Support

Job Description

Helpdesk Support Analyst - 1st & 2nd Line Support. £40k + 14% Bonus + Benefits Package. Hybrid role - 2-3 days onsite. Hounslow, Middlesex. T6/MN/18305. Global organisation operating within the FMCG sector is seeking to secure an experienced Helpdesk Support Analyst - 1st/2nd Line Support. The Helpdesk Support Analyst will be part of a collaborative IT Support team. The role would suite an individual that has a good stakeholder engagement experience with a pragmatic approach & good problem-solving skills. The role sits within a collaborative team. Role:

• Provide IT Support - face-to-face, video, email & over the phone.
• 1st & 2nd Line IT Support - user support, systems administration & maintenance.
• Resolving IT & other technical related issues for internal users in the - UK & 2 Europe sites - 420 end users.
• Understandingthe business IT Support needs.
• Investigate problems & determine possible solutions/provide suitable resolutions.
• Troubleshoot & diagnose IT problems quickly & effectively.
• Monitor & update the IT Service Desk system - log service requests & incidents in ServiceNow.
• Prioritise & follow up calls in a timely & effective manner.
• Install, configure & maintain - Desktops, Smartphones, Tablets & other related IT equipment.
• Create & update documentation to assist users & support the IT systems.
• Support with on-boarding new starters - IT inductions & introductions to the IT systems.
• Provide support for project-based IT delivery activities.
• Collaborate with others internally & externally - partner & collaborate with 3rd party vendors & engineers.

Technical Skills & Experience Required:

• 1st & 2nd Line IT Support - 3+ years experience.
• Software & hardware troubleshooting.
• Office 365 & Windows 10 support.
• Azure Active Directory & Windows Active Directory - user management, password management, mailbox management & permissions management etc.
• Desktop Applications - support & troubleshooting.
• Networking principles - Wi-Fi, TCP/IP, DHCP, DNS etc., - have an understanding.
• Understanding of - Apple IOS & Mobile Device Management - Intune, JAMF, AirWatch or similar.
• Networked Peripherals - support for printers & AV equipment etc.
• Customer Focused approach.
• Stakeholder Engagement - able to engage with technical, non-technical stakeholders & end-users.
• Listening - attentive & active listening - patience to hear people out.
• Taking ownership of faults - manage them in a logical & methodical manner.
• Identify & escalate repeat issues or service risks to management.
• Perseverance - pursues everything with energy, drive & to conclusion.
• Process Management - ability to understand processes.
• Excellent problem-solving abilities & attention to detail.
• Analytical & detail oriented.
• Collaborative approach to teamwork & ability to work independently.
• Able to work under pressure & to time constraints - strong organisational skills & ability.
• Effectively cope with change - can shift gears comfortably.
• Flexible & adaptable approach.
• Excellent communication skills - strong, clear & effective communication - effective written & verbal
• communication via - video, screen share, telephone, email & face-to-face.
• Communicates well with colleagues & customers (end users) - Ensure colleagues & customers are kept up to date.
• Self-Starter - Driven, Diligent - able to go the extra mile.
• Enthusiasm & passion for IT & Technology - willingness to learn & expand knowledge.

Benefits Package: Bonus, Pension, Healthcare, Generous Holiday Allowance, Cycle To Work Scheme + additional benefits. Keywords: 2nd Line IT Support, IT Support, IT Service Desk, 1st Line IT Support, 2nd Line IT Support, Office 365, Windows 10, Azure Active Directory, Active Directory, Wi-Fi, TCP/IP, DHCP, DNS, Mobile Device Management, Intune, IT Software, IT Hardware, AppleIOS, 2nd Line IT Support, Middlesex, Permanent, T6/MN/18305.