Help Desk Analyst
Full job description
Jam IT Consultancy LTD
Salary: £48,000 – £50,400 per year
Help Desk Analyst, 2nd line, London, UK, £40-42k
Our clients are a World-wide, Investigative company, who bring Clarity in a Complex World
They are seeking to hire a competent Help Desk Analyst, 2nd line to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them.
An excellent Help Desk Analyst, 2nd line must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. Must be a problem solver and able to work independently.
The goal is to create value for employees that will help preserve the company’s reputation and business.
Responsibilities of the Help Desk Analyst, 2nd line
Serve as the first point of contact for customers seeking technical assistance via chat, email, phone or in-person
Create and disable user accounts
Provide IT onboarding for all new employees
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Determine the best solution based on the issue and details provided by customers
Walk the customer through the problem-solving process
Direct unresolved issues to the next level of support personnel
Provide accurate information on IT products or services
Record events and problems and their resolution in the helpdesk ticketing system
Follow-up with customers to ensure issue has been resolved
Pass on any feedback or suggestions by customers to the appropriate internal team
Identify and suggest possible improvements on procedures
Writing, editing, and revising training manuals for new and updated software and hardware
Diagnosing systems errors and other issues
IMAC – Installs, Moves, Adds and Changes for all hardware and software products
Maintain daily performance of computer systems
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN) and other systems
Requirements of the Help Desk Analyst, 2nd line
Proven experience as a help desk analyst, 2nd line
5+ years of experience working in a help desk environment
Tech savvy with working knowledge of office automation products, databases and remote control
Good understanding of computer systems, mobile devices and other tech products
Ability to diagnose and resolve basic technical issues
Proficiency in English
Excellent oral communication and writing skills
Customer-oriented and cool-tempered
BSc/BA in IT, Computer Science or relevant field
Available to provide afterhours support 24/7
Technical Requirements
Microsoft Windows Active Directory
Citrix XenDesktop VDI
iManage document management system
Avaya/Mitel phone system
Microsoft Exchange
Microsoft Teams
Microsoft Office
Adobe Acrobat
Understanding of basic network/internet protocols
Knowledge of IOS and Android mobile devices
To apply for this job please visit definitejobs.co.uk.