Help Desk Analyst

**Help Desk Analyst (IT 1st & 2nd line support)**
**Location: Coventry (Middlemarch Business Park)**
**Package: Basic Salary up to £25,000 (dependent on experience) +Bonus/Benefits**

**Hours: 37.5 per week (Monday to Friday only)**
**Sector: Packaging distribution**
**The Company**
We, the UK’s largest packaging distributor have an exciting opportunity for an experienced Helpdesk Support Analyst to join our IT team based at our Coventry Head Office. We are a committed equal opportunities employer that champions ‘dignity in the workplace’.
Our focus is to provide customers with fully integrated and innovative packaging solutions, augmented by outstanding customer service. Our central IT department prides itself on providing first class support to the wider business group.
**The Help Desk Analyst role**
- Providing 1st/2nd line technical support in line with the business-driven SLAs
- Triage of Support Calls
- Assignment and follow-up with 2nd Line Application Support Engineers, Development Leads, and 3rd parties where necessary
- Flagging common issues for problem investigation and resolution
- Linking of recurring Incidents to open Problems
- Daily/weekly monitoring checks on customer systems as per schedule
- Logging and organizing hardware maintenance incidents with 3rd party vendors
- Recurring activity / data requests from customers
- Creating and championing Knowledge for common issues
- Maintaining system and operational documentation
- Executing administration tasks
- Data and asset management (mobile phones, iPads, laptops)
- Hardware diagnosis
- Laptop and mobile phone configuration
- Support of company ERP system
- Maintaining and reviewing the call-log database - managing call-log status and escalating priority calls as required
- Utilizing agency and third-party resources

**Do you have the correct profile?**
We are also seeking someone to join us who will be happy to embrace this challenge & commit at this level for at least 18 months and actively master the role ‘inside out’. Whilst we do actively promote from within, opportunities for advancement would only beforthcoming after this period of acclimatization.
In addition, you will also ideally meet the following criteria
- You should have excellent customer service, strong problem-solving skills, an analytical mind, and an excellent IT technical background.
- Due to the nature of tasks involved, security and confidentiality are paramount; an ability to work in a discreet and confidential manner is essential.
- You should have experience of supporting Windows Server 2012, Windows 7, 8 & 10.
- Must have excellent skills in the Microsoft Stack (Microsoft 365, including Office Apps, Teams, SharePoint, Intune.)
- Knowledge of Citrix, Local Area Networks, Wide Area Networks and Wi-Fi would be an advantage but not essential.
- A desire to learn and embrace new technologies and a “can do” approach is essential.

**Our Benefits**
We provide a competitive basic starting salary and operate a range of rewarding bonus/incentive schemes. Our flexible employee benefits can include: -- 25 days annual leave (rising to 27 days with service) plus all public/bank holidays
- Contributory pension scheme
- Free parking at many of our site locations
- Range of company cars or cash allowance (including electric) for qualifying roles
- Employee assistance program to support & advise with well-being & any issues
- Extensive range of training/development & potential progression opportunities
- Employee discount scheme (discounts on several major retail/leisure brands)
- Simply Health/Dental Cover option or BUPA cover for qualifying roles
- Tax free childcare (TFC) scheme
- Enhanced maternity & paternity pay
- Long service awards (5-40 years)
- Charitable giving options
- Financial support with eye-tests/purchasing glasses (DSE users only)
- O2 Mobile discount scheme (up to 25% off)
Macfarlane Group is also dedicated to maximizing every employee’s potential, by providing career development plans and pathways in an environment that fosters personal growth and continuous improvement.
**How to apply/next steps**
NO RECRUITMENT AGENCI