Helpdesk Analyst

Spring Grp
County of Herefordshire
14 Sep 2017
22 Sep 2017
Contract Type
Full Time
Helpdesk Analyst/ 1st Line Support/ Herefordshire/ Perm/ Extensive Bonus Package/ Exchange/ Windows/ Server/ Active Directory

Are you looking to work for an organisation that recognises your hard work and talents? Perhaps you are looking to work for a company that not only offers a generous pay package; but extensive benefits to help ensure a life of physical and financial health? Some of the benefits that this company will be offering include, along with a competitive salary;
* Annual Pay Review
* Company bonus scheme
* Staff discount
* 25 days holiday basic
* Option to buy additional holiday
* Gym membership discount
* Employee awards
* Talent Development Programs
* Professional Development/ Training
* Flexi-time
* Occupational Health Nurse
* Childcare vouchers
* Eye care vouchers
* Counselling
* Legal Information Service

Spring Technology are currently searching for a Helpdesk Analyst to work within the area of Herefordshire on a permanent basis for an exciting company, which is offering an extensive benefits package to new employees! They require a switched-on and enthusiastic Helpdesk Analyst to join their team to provide great customer service and car to customers and internal users.

*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
*Work closely with internal users to identify support or change requirements, where appropriate recommend possible solutions, for systems within your remit
*Attend training courses as required and ensure that professional qualifications (where relevant) are kept up to date
*Liaise with internal users to resolve problems and queries
*Liaise with customers and 3rd parties, as and when required, to resolve problems and queries
*Manage support requests coming into the department, engaging with internal support teams (as appropriate), ensuring that the service delivered is within agreed service levels
*Answer Helpdesk support calls, providing 1st line support during normal business hours and participating in an out of hours support service (on a rota)

*Demonstrate expertise in the provision of 1st line IT support services

*A basic understanding of the technology components (application and infrastructure)

*Customer Service skills and the use of a call logging system

*Working knowledge of Windows 7, Office 2010, Server 2003, 2008 and 2012, Active Directory, Exchange
*PC hardware and software maintenance and upgrades

*Qualification in a related field

*Excellent Customer Care skills

*Ability to prioritise workload to meet company and departmental deadlines

*Problem solver

*Excellent communication skills
*Some experience of application and database support
*Technical certification
*Basic understanding of network technologies (LAN, WAN, SAN) and related services (firewall, anti-virus)
*Strong administrative background

Spring Technology is acting as an Employment Business in relation to this vacancy.

Spring Technology is an Equal Opportunities employer; we welcome applicants from all backgrounds.