Careers

Help Desk Analysts

JOB OVERVIEW

Providing professional and friendly remote & telephone support to our client base. Troubleshooting and monitoring our client’s server/network environment. Manage remote systems, perform routine day-to-day system security and backup checks, highlight any issues on our client sites raising service ticket and escalating as required. Carrying out IT administration. Installing, configuring and troubleshooting of IT related hardware and software. Supporting senior engineers on project installs. Actively seeking opportunities to improve client’s IT systems and IT operations. Maintaining strong client relationships and delivering excellent customer service. Communicating progress and issues both internally and to clients. Recording in detail all work carried out within our ticketing and document management systems. Ensuring service level agreement targets are met.

HAVE YOU GOT

• A third level relevant technical qualification or alternative
• A minimum of 1 years experience providing remote support in a helpdesk role
• Experience supporting end user Win devices and Microsoft 365 stack e.g. Exchange, SharePoint, OneDrive, Teams, Intune
• Professional certifications, in particular around Microsoft 365 an advantage
• Excellent communication skills with fluent spoken and written English
• Excellent interpersonal, organisational and documentation skills
• The ability to take ownership of issues and follow through to resolution

WE NEED SOMEONE WHO IS

• Self-motivated with the ability to use own initiative and make an immediate impact with clients
• An excellent communicator with a professional and friendly phone manner
• Fluent in written and spoken English
• A problem solver – good decision making is an essential part of this role
• A time manager who can complete assigned tasks on time and manage their own workload
• Able to work on their own initiative without supervision and in a team situation
• Capable of working in a highly pressurised environment
• An enthusiastic team player with a co-operative approach to problem-solving
• An excellent troubleshooter
• Methodical

Layered Protection
Smarter, Safer, Stronger IT.