Helpdesk Analyst (IT Services)

Quiss Technology PLC
Two Gates
£19 - £23k + training allowance + bens
11 Aug 2017
19 Aug 2017
Contract Type
Full Time
Helpdesk Analyst, Technical Support Analyst urgently required to join a team of 29 IT specialists providing desktop and server support inTamworth, Staffordshire. Split into 4 teams, focused on supporting clients, you should have come from an IT services background.

With skills gained from exposure to hardware, workstation, application and network support, the successful Helpdesk Analyst, Technical Support Analyst will have experience in supporting corporate clients with a focus on:

- Active Directory (managing user accounts within AD)
- Group Policies (what are they, how they are enforced)
- MS Exchange 2013(management of user accounts, 'how do I' support advise, access requests)
- MS Exchange 2010 (management of user accounts, 'how do I' support advise, access requests)
- MS Office 2007/2010/2013/2016 ('how do I' support advise, basic trouble shooting)
- MS Office 365 (management of user accounts, 'how do I' support advise, access requests)
- Terminal Server (trouble shooting connection issue)

All Helpdesk Analysts, Technical Support Analysts provide first response telephone and remote support to clients, logging calls on our service management system or by receiving calls from colleagues. Your daily activities will include but are not limited to:

- Managing your own call queue within specified SLA's
- Competently resolving technical issues for clients
- Always taking a quality approach to resolution
- Being mindful of client's pressures and proactively delivering customer satisfaction
- Ownership of a call, ensuring you are keeping a client fully informed of progress at every stage
- Contributing to SMART sessions, making the most out of your 1-2-1-'s with your leader, thus taking responsibility for sharing your current and future career goals
- Actively planning out your fully funded training plan with your leader, so as to ensure your suitability for promotion in the future into consultancy or systems engineering

Your technical skills may also include:

- Windows Server 2008/2008R2/2012 (understanding of an infrastructure typology)
- Citrix (trouble shooting connection issue)
- Backup solutions and storage systems (understand what a backup solution looks like and why it is in place across technologies such as Symantec, BackUp Exec and Cloud offerings)
- LAN and WAN technologies including, TCP/IP, DHCP, DNS, IP Addressing, VPN, switching, routing, wired and wireless access (a basic networking understanding)
- Knowledge of application support (how to approach a vendor, acting as a liaison between the client and vendor)

You could have gained certifications within the areas mentioned below, or at least be willing to sit them as part of your personal development plan with us:

- CompTIA A+ Maintenance of PC's, Mobile Devices, Laptops, OS and Printers
- CompTIA N+ Network Admin, Network Installations, Cable Installations

Your background will show at least 12 months previous technical support experience in a busy customer lead helpdesk. Ideally from an IT services business, the successful Helpdesk Analyst may also be from a customer services, hospitality or retail background.

Personally you will be:

- An effective communicator, one that is confident in their own ability
- Committed to getting the best results first time
- Dedicated and focused
- Well-spoken and presented
- Able to manage time and tasks
- A logical thinker
- Organised and methodical
- Engaging and able to work as part of a team
- A people person
- Mature and calm under pressure
- Respectful of other's opinions

If you are searching for a career rather than a job, if you want to develop continually through variety and challenging technical support cases, if you want to join a team of fun loving but dedicated team members that share outside activities such a staff days out, fitness, music and charity events then we are the company for you. Established in 1988, delivering first class IT support services and consultancy to the corporate market, we are market leading with our independently verified ISO 9001: 2008 and ISO 27001: 2013 certification. Investors in People and with a dedicated Talent Management team, you really will be in a safe pair of caring hands if you are successful in securing a role here with us.

This role is based in Tamworth but is commutable from Dotshill, Kingsbury, Lichfield, Coventry, Coleshill, Atherstone, Nuneaton, Burton-upon-Trent, Derby, Sutton Coldfield, Birmingham, Solihull, West Midlands or Warwickshire.

Key technical support skills include: Active Directory, Group Policies, MS Exchange 2013, MS Exchange 2010 MS Office 2007/2010/2013/2016, MS Office 365, and Terminal Server