IT Helpdesk Analyst

The Role
What's In It for you
- Competitive salary, shift allowance, bonus scheme and pension
- A great Company culture
- Your birthday off
- Generous staff discount
- Healthcare cash plan
- Flexitime
Your duties and responsibilities:

- Providing 24/7 1st line support, on a shift rota basis, ensuring that you provide excellent customer service in an efficient, on-time, and accurate manner.
- Liaising with internal users to resolve problems and queries, escalating to the 2nd or 3rd line support as appropriate.
- Liaising with 3rd parties, as and when required, to resolve problems and queries.
- Contributing to the continuous maintenance of relevant team documentation, work instructions, FAQ's and support guides, creating documentation where required for effective knowledge sharing across the team.
- Working with a ticket system, ensuring that the detail for requests or issues are logged correctly and accurately.
- Building devices (Laptop/Desktop/Tablet) for new starters/replacement hardware for existing business users, using defined build processes and build systems provided.
- Supporting the 3 Warehouse Operations of the business, including the latest Android technology RF Guns and Zebra Mobile Printers, ensuring all Warehouse issues are resolved quickly and efficiently.
- Setting up and supporting Company Mobile Devices (Apple/Android).
Hours of work:

- You will be working a rotating 4 days on, 4 days off shift pattern, an average of 40.25 hours per week, in 4-week blocks to provide a 24/7 helpdesk support presence at our distribution centre in Moreton-on-Lugg, Hereford:

- Day shift: 10.00am - 10.00pm working 4 days on, 4 days off.
- Night shift: 10.00pm - 10.00am working 4 days on, 4 days off.
Essential skills:

- Flexible and enthusiastic self-starter with strong attention to detail and a drive to succeed
- Well presented with excellent communication skills
- Strong customer service skills
- Ability to prioritise workload to meet company and departmental deadlines
- Strong analytical skills, a problem solver, able to troubleshoot and work alone as well as within a team.
Desirable:

- Flexible and enthusiastic self-starter with strong attention to detail and a drive to succeed
- Well presented with excellent communication skills
- Strong customer service skills
- Ability to prioritise workload to meet company and departmental deadlines
- Strong analytical skills, a problem solver, able to troubleshoot and work alone as well as within a team.