Helpdesk Support Analyst

Location: Gatwick, West Sussex Salary: Up to £23000 per annum
Sector: IT & Telecoms Specialism:
Type: Permanent Contact: Charlie Ringer

Helpdesk Support Analyst needed - Permanent Position - Based in Crawley - Paying up to £23,000 per annum

The role of the Helpdesk Support Analyst is to provide continued customer support to improve technology performance for all of my clients Helpdesk activities. You will support client requests in accordance to Service Levels across all of areas of the group. Administration of new and departing users inclusive of with making sure that all assets are aligned correctly, are key to daily actions.

Benefits package for the successful Helpdesk Support Analyst:

  • 23 days Holiday per annum
  • Pension scheme
  • Annual pay review
  • Bupa health care
  • Medical insurance

The successful Helpdesk Support Analyst will have the following responsibilities:

  • The Helpdesk Support Analyst is required to issue reference numbers to all customers every time a request for assistance is made.
  • To provide advice to customers on the efficient and safe use of computer systems.
  • Ensure that efficient resolution of faults and customer feedback are addressed as a matter of priority.
  • Maintain ownership of calls and maintain communication with customers in order to achieve response targets defined with Annual Performance Reviews and weekely Group IT Meetings.
  • Use technical knowledge to interpret customer requirements, troubleshoot calls, provide advice and fault resolution on first contact in accordance with the Service Desk Service Level Agreement.
  • Providing technical advice to customers and Team members. The post holder must be able to communicate technical system matters to non-technical staff clearly and in a manner whereby they are able to fully understand the issues.
  • Responsible for monitoring the forward schedule of change in order to keep up-to-date with planned infrastructure outages.
  • Within own sphere of responsibility, ensure the Service Desk (first line support) achieve targets (eg Service Level Agreements) defined by Group Head of I.T.

Required skills for the successful Helpdesk Support Analyst:

  • Microsoft Windows 10
  • Microsoft Windows Server
  • Microsoft Sharepoint
  • Microsoft Exchange 2010
  • Microsft O365 applications inc Dynamics
  • Microsoft Office 2016
  • Active Directory
  • Mitel Technologies
  • Print Management
  • RSA Secured Remote Access
  • Citrix
  • Mobile Technologies (IOS Android BES)
  • Remote Server Management (RDP, TeamViewer)
  • IT Infrastructure standards and methodologies
  • CCNA optional
  • Audio Visual knowledge desirable

If you are interested in this position please apply today!

This advert was posted by Gold Group - one of the UK's leading niche recruitment consultancies. We span a variety of specialist industries and are the recruitment company to help you find your next career opportunity. We pride ourselves on our commitment to candidates and stick to our ethos of finding the right role for the right person. Visit our website or get in touch today to discuss this role, find out what else we've got or just for a chat about the state of your industry. Services advertised by Gold Group are those of an Agency and/or an Employment Business. Please be aware that we receive a high volume of applications for every role advertised and regularly receive applications from candidates who exceed the job credentials. We will only contact you within the next 14 days if you are selected for interview. A copy of our privacy policy can be found here: Gold Group is an equal opportunity & diversity employer. A copy of our equal opportunity & diversity policy can be found here:

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