Help Desk Operator

2 days ago


Leicester, United Kingdom TESTQ Technologies Full time

**Reference: TQ2425_3132_405**

**Vacancy: 1**

**Location: Leicester**

**Job Purpose**:
TESTQ Technologies is an IT services and solutions company whose offerings spans over variety of industry sectors with strong technical, domain and process expertise helping clients grow their businesses and decrease operational costs on continuous basis in an ever-changing business environment.

This opportunity is in the solution design and development arena for **Help Desk Operator (computing)**who will play a major role with the technical design and development of the company’s technical offerings. The position is based at our Leicester office with occasional assignments at client locations.

**Job Description (Main Duties and Responsibilities)**:

- Log and track all support requests using the help desk ticketing system. Ensure tickets are updated with accurate information and resolutions.
- Provide users with step-by-step instructions for troubleshooting and resolving issues. Educate users on best practices for technology use.
- Assist in routine maintenance tasks, including software updates, backups, and system monitoring.
- Create and update user manuals, FAQs, and knowledge base articles to enhance user self-service options.
- Identify and escalate complex issues to appropriate technical teams when necessary.
- Work closely with IT team members to share knowledge, assist with projects, and improve support processes.
- Basic knowledge of computer hardware, software, and operating systems (especially Windows and macOS).
- 3 to 4 years of experience in Help Desk Operator (computing) or a related field.
- Strong analytical skills to troubleshoot and resolve technical issues effectively.
- Strong customer service orientation with a focus on user satisfaction.
- Basic knowledge of IT security best practices, including antivirus software and data protection.
- Familiarity with Active Directory, VPNs, and remote desktop support.
- Proficiency in creating and maintaining clear documentation, including user guides and knowledge base articles.
- Experience with ticketing systems to log and track incidents.
- Experience with help desk software or ticketing systems (e.g., ServiceNow, Zendesk, Freshservice).
- Familiarity with remote desktop and support tools for assisting users off-site.
- Provides technical support to users by researching and answering questions, troubleshooting problems, and maintaining workstation and LAN performance.
- Provides answers to clients by identifying problems, researching answers, and guiding clients through corrective steps.
- Guide customers remotely and in person through systems configuration, troubleshooting, and maintenance

**Other Key skills**:

- Good analytical and Problem-solving skills
- Good communication skills
- A thorough approach and Self starter
- Focus on quality and delivery
- Working together in teams.
- Leadership and effective decision making.
- Flexible Attitude
- Excellent customer service

**Qualifications: Bachelor's degree or above in the UK or Equivalent.**

**Salary**:GBP 33000 to 45000 per annum**

**Published Date: 03-Feb-2025**

**Closing Date: 04-Mar-2025**

**Evaluation: CV Review, Technical Test, Personal and Technical Interview and References**

**, Permanent [Part time and Fixed Term option is available]


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