Helpdesk Analyst

Helpdesk Analyst
Leominster
£20,400 basic salary + shift allowance (4 off, 4 on)
Our client, an online retail company are looking for a Helpdesk Analyst to provide 1st line IT support (including call logging and management) to all IT users within the business.
Principal Accountabilities
- 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
- Manage support requests coming into the department, engaging with internal support teams (as appropriate), ensuring that the service delivered is within agreed service levels
- 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
- Ensure Helpdesk performance is measured and reported in a timely fashion via agreed departmental processes
Required skills & experience:

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