IT Helpdesk Analyst

2 weeks ago

United Kingdom Further. Full time

Further is an exciting new creative group formed by Analog, DesignStudio and Pixel Artworks. We’re here to push the boundaries of creative innovation across brand, content and experience.

Role Overview:

The Junior IT Helpdesk Analyst will primarily provide 1st and 2nd line support to Further Group and its subsidiaries, with opportunities to assist on 3rd line tasks under the supervision of senior team members. This role focuses on managing daily IT operations, resolving user issues, and supporting the group’s IT infrastructure. The position offers exposure to advanced technical challenges such as server management, network troubleshooting, and system monitoring, making it ideal for individuals looking to grow their IT career in a dynamic environment.

Key Responsibilities:

User Support & Troubleshooting (1st/2nd Line)

  • Provide First-Level IT Support: Respond promptly to user-reported issues, resolving common technical problems with software, hardware, A/V and connectivity.
  • Software Installations & Hardware Setup: Install, configure, and troubleshoot operating systems, office productivity tools, and approved software applications. Perform hardware setups, such as assembling workstations, connecting peripherals, and managing basic network cabling.
  • Onboarding & Offboarding:
  • Set up new employees with user accounts, email access, and necessary hardware/software.
  • Assist with IT orientation and introductory training for new hires.
  • Manage account deactivations and hardware reclamation during offboarding, ensuring compliance with company policies.
  • Issue Escalation: Log unresolved issues with detailed diagnostic information and escalate to the Senior IT Helpdesk Analyst or Systems Administrator for further troubleshooting. Act as a point of communication between end-users and senior IT staff for smooth issue resolution.
  • Customer Service: Deliver exceptional customer service by maintaining professionalism, empathy, and clear communication. Provide regular updates on ticket progress and set realistic expectations for issue resolution.
  • Documentation & Ticketing: Maintain accurate records of all incidents, resolutions, and updates in the IT ticketing system to support team knowledge-sharing and reporting.
  • Learning & Collaboration: Work alongside senior IT staff to gain experience with advanced troubleshooting techniques. Participate in team discussions and knowledge-sharing sessions to enhance technical skills and understanding.
  • Policy Adherence: Ensure all IT activities comply with company policies, security protocols, and regulatory standards such as GDPR.

IT Infrastructure Support

  • Assist with Server & Cloud Maintenance: Support the maintenance of on-premises servers, Microsoft 365, and Google Workspace, performing routine tasks such as system monitoring and patch updates under guidance.
  • Network Infrastructure Support: Monitor basic network health, assist in resolving connectivity issues, and escalate larger network problems to senior staff.
  • Active Directory Assistance: Create, modify, and deactivate user accounts in Active Directory. Assist in managing permissions and group policies as directed by senior team members.
  • System Health Checks: Conduct routine system checks to monitor server performance, storage utilization, and application functionality, escalating critical alerts to senior IT staff.

Security & Compliance

  • Implement Security Measures: Assist in applying antivirus updates, maintaining user access controls, and identifying potential security risks during routine checks.
  • Compliance Support: Ensure daily IT activities align with GDPR requirements and company-specific security policies. Participate in periodic audits and training to improve compliance awareness.

Backup & Recovery

  • Data Backup Support: Assist with regular backups of critical data, ensuring proper logging and reporting of all activities.
  • Recovery Exercises: Participate in disaster recovery and data restoration exercises as part of the team’s preparedness plan.

Software & Hardware Management

  • Software Deployment: Support the installation, configuration, and maintenance of software applications, including uninstalling obsolete tools remotely.
  • Hardware Inventory Management: Maintain accurate records of IT hardware assets, assist with replacements, and document lifecycle changes.

Documentation & Reporting

  • Maintain detailed records of IT incidents, resolutions, and changes to the IT environment.
  • Provide reports on recurring issues, system health, and completed tasks to senior team members for analysis.

Training & Development

  • Continuous Learning: Participate in training sessions to stay updated on IT best practices, emerging software, and cybersecurity trends.
  • User Education: Help educate end-users on IT policies, basic troubleshooting techniques, and efficient use of software tools to improve overall IT literacy across the group.

Qualifications & Skills:

  • Technical Knowledge: Basic to intermediate knowledge of Windows Server environments, Microsoft 365, Google Workspace, and common networking principles. Familiarity with troubleshooting hardware/software issues; exposure to MDM, RMM, or cybersecurity tools is a plus.
  • Experience: 1-2 years in an IT support role, preferably providing 1st and 2nd line support.
  • Certifications: Entry-level certifications such as CompTIA A+ or ITIL Foundation are desirable. Willingness to pursue certifications as part of professional development is encouraged.
  • Problem-Solving: Logical approach to diagnosing and resolving common IT issues, with the ability to escalate more complex problems appropriately.
  • Communication: Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users clearly.
  • Customer Service: A proactive, customer-focused attitude with a strong commitment to delivering excellent user support and fostering positive interactions.
  • Compliance Awareness: Basic understanding of GDPR and IT security practices, with a willingness to learn and follow organizational compliance requirements.

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