Helpdesk Analyst

My Client is seeking an enthusiastic and experienced Helpdesk Analyst to join their team providing a single point of contact for all IT related Incidents and Service Requests.

The Helpdesk Analyst will:

* Provide 1st and 2nd line support and troubleshooting for a wide range of software, applications and hardware technologies
* Provide?How do I? support for end-users
* Incident resolution and closure
* Incident ownership, monitoring and end-user communication
* Logging and monitoring Service Requests submitted to the IS Helpdesk via telephone and email

ESSENTIAL
* At least 2 years’ experience of working in a Helpdesk environment
* Excellent customer service skills with a good telephone manner
* Proven analytical and problem solving skills
* Ability to work well within a team
* Strong organisational awareness and an understanding of the role of IS plays in supporting the business
* Experience of supporting a Windows desktop environment – XP, 7 & 8
* A well-developed understanding of desktop and laptop hardware
* A good working knowledge of MS Office 2010 or earlier versions
* Experience in administering a Windows domain including use of Active Directory, Citrix, IP Telephony, Remote Access Technologies, MS Exchange, VMWare, Blackberry and Apple devices

DESIRABLE
* Experience of supporting a Windows 8 desktop environment
* Creation of standard desktop images for desktops, laptops and thin clients
* Familiarity with using and supporting a virtual desktop environment
* Experience of using an IT Service Management tool within a Helpdesk environment

* Windows MCSA / MCITP
* ITIL Foundation
* IT- related degree

PERSONAL

* Excellent customer service skills, including empathy and patience
* An excellent attention to detail and a pride in working to the highest possible standards at all times
* The desire and ability to work effectively with others as part of a team with a goal of providing an excellent level of service to the end-users
* Good communication skills both written and oral, with the ability to adapt communication styles to suit the situation and audience
* Ability to self-organise and manage workloads without supervision
* Ability to work well under pressure and maintain personal effectiveness, efficiency and resilience in challenging situations and a dynamic environment

Candidates MUST be eligible to live and work in the UK to qualify for this role