Helpdesk Analyst

19000.00 - 23000.00 GBP Annual + GBP19000 - GBP23000/annum Benefits Package
13 Sep 2017
03 Oct 2017
Contract Type
Helpdesk Analyst
GBP19 - 23,000 p.a

Job Description
I am currently recruiting for a Helpdesk Analyst based in Hereford. My client is a market leading eCommerce business with a busy helpdesk, supporting internal users, online customers and 3rd party users.

Key Responsibilities;
*Answer Helpdesk support calls, providing 1st line support during normal business hours and participating in an out of hours support service (on a rota)

*Liaise with internal users to resolve problems and queries

*Liaise with customers and 3rd parties, as and when required, to resolve problems and queries

*Analyse support requests and participate in creating/improving Helpdesk 1st response processes and procedures

*Create and maintain relevant team documentation, work instructions, FAQ's and support guides

*Ensure Helpdesk performance is measured and reported in a timely fashion via agreed departmental processes

*Attend internal and external meetings to represent the department and/or Company

*Attend training courses as required and ensure that professional qualifications (where relevant) are kept up to date
*Demonstrate expertise in the provision of 1st line IT support services
*Working knowledge of Windows 7, Office 2010, Active Directory.
*Customer Service skills and the use of a call logging system

If you would like more information on this position, please contact Gethyn Hill on (Apply online only) or email

CPS Group (UK) Ltd is acting as an Employment Agency in relation to this vacancy