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Helpdesk Analyst

Location: Edenbridge Salary: £28000.00 - £32000.00 per annum
Sector: IT & Telecoms, Client Delivery Type: Permanent
Contact: Hannah Vincent Job Published: 22 days ago

Job Title: Helpdesk Analyst

Location: Kent

Salary: £28,000 - £32,000


Key Skills: Microsoft, SQL, Exchange, Office365, O365,

Are you a tech-savvy problem solver with a passion for assisting others? We're seeking a dynamic individual to join our client's team as a Helpdesk Analyst. As a vital member of their IT support team, you'll be the first point of contact for troubleshooting technical issues and providing timely resolutions to ensure seamless operations across their client's organisations. If you thrive in a fast-paced environment, possess excellent communication skills, and have a knack for resolving technical challenges, we want to hear from you.

The Role:

So, what will you be doing as a Helpdesk Analyst?

  • Answering IT and technical calls and email queries from customers; analysing, troubleshooting, and resolving issues where possible, or escalating to Line manager
  • Logging, maintaining, and proactively working on tickets on CRM system.
  • Meeting deadlines and SLA's for any recurring tasks and reporting the outcomes as appropriate to the Service Delivery Manager.
  • Identifying, resolving, and escalating recurring issues and improving customer service
  • Delivering high standards of customer service through accurate and professional verbal and written communications to a non-technical audience
  • Gathering customer requirements and specifications to produce solutions and quotations.
  • Maintaining customer documentation on a day-to-day basis and following installations and upgrades
  • Liaising with vendors for fault resolution
  • Mentoring & supporting associate level analysts
  • Collaborating with colleagues as required
  • Ensuring up to date knowledge through continual professional development

What are we looking for in our next Helpdesk Analyst?

  • GCSEs at grade A - C in English Language and Mathematics (or equivalent).
  • Experience working on an IT helpdesk in a similar role.
  • A full driving license and access to a car is essential. The office is in a remote location and not accessible using public transport.
  • Understanding of fault severity and customer impact
  • Knowledge of Anti-Virus Products
  • Understanding of Microsoft domain model & security principles
  • Experience of Microsoft Server products, e.g. Exchange, SQL
  • Unguided Active Directory, Exchange, and Office 365 administration & troubleshooting.
  • Working knowledge of back up technologies
  • Working knowledge of virtualisation principles
  • Ability to translate business needs into practical working solutions & quotations.
  • Ability to reverse engineer a problem to get to the root cause.
  • Ability to troubleshoot faults on the above technologies.

My client is keen to get this position filled ASAP, so if you feel you have the skills and desire to provide passion and drive as the next Helpdesk Analyst, this is the opportunity for you!

Perks and Benefits:

  • 25 days pa annual leave plus Bank Holidays
  • Option to buy or sell annual leave days.
  • Casual dress
  • Company pension
  • Free on-site parking
  • Private medical insurance
  • Hybrid working (2 days in the office 3 days from home) available on successful completion of probation.

This really is a fantastic opportunity for an IT Helpdesk Analyst to progress their career. If you are interested, please apply as soon as possible as this position will be filled quickly so don't miss out!

Services advertised by Gold Group are those of an Agency and/or an Employment Business.
We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.

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