1st / 2nd Line Helpdesk Analyst - Tamworth

Charles Peters
From £19,000 to £23,000 per annum
01 Oct 2017
20 Oct 2017
Contract Type
Full Time
1st / 2nd Line Helpdesk Analyst - Tamworth

Salary: Circa £22,000Job type: 3 month contract to begin with.

Role Overview:

Reporting to the Helpdesk Manager you will be responsible for providing telephone and remote access support for their corporate clients on a range of Workstation, Application and Hardware issues, together with some lower level Server and Network problems. You will also be responsible for carrying out a range of daily network administration tasks for specified clients. You should have strong technical skills with knowledge of Microsoft Networking, Active Directory, PC Hardware and Office applications including particularly Outlook and Word.A proven ability to troubleshoot effectively from first principles over a broad range of other generic and bespoke business applications is also required as is the aptitude to multitask and prioritise calls. 12 months prior experience in a similar role is therefore essential. Good customer skills and telephone manner are also key aspects of the role. Opportunities for additional paid overtime work also exist for the right candidate.

Key Accountabilities:

Providing a first line telephone response to clients and logging calls on our Service Management system or receiving calls from colleagues or via email, you will be able to manage your own call queue within specified SLA’s and competently resolve user issues for clients working with the following technologies:
• Windows Server 2008/2008R2/2012, Active Directory, Group Policies, MS Exchange 2010, MS Exchange 2013, MS Office 2007/2010/2013/2016, MS Office 365, Terminal Server.
You should also have a good working knowledge of the following:
• Citrix, virtualisation, backup solutions and storage systems.
• Virtualisation, backup solutions and storage systems.
• LAN and WAN technologies including, TCP/IP, DHCP, DNS, IP Addressing, VPN, switching, routing, wired and wireless access, etc
Personality: Strong technical, interpersonal and organisational skills are required. You should be calm under pressure, have a high calibre of administrative competence, demonstrate total task ownership and possess the ability to think on your feet.
Essential skills:

• Educated to A level or equivalent
• 12 months proven experience in a commercial technical helpdesk role, preferably within the Service Industry working with the above named technologies
• Ability to work without supervision
• Business communication skills, both written and verbal
Desirable skills:
Additional industry recognised qualifications such as, MCTS, MCITP, MCSE or CCNA

This job was originally posted as www.totaljobs.com/job/75669760