Help Desk Analyst

Are you customer-centric and have a strong passion for IT and problem solving? Then there's a great opportunity to start your IT career with one of the most recognised companies in the UK.

Our client, a market leading not for profit organization, are currently hiring for a Help Desk Analyst to join their team. The Help Desk Analyst will be responsible for being the first point of contract for technical issues, triaging issues and resolving1st line tickets.

Experience with the Google Platform is needed for the Help Desk Analyst.

You will ensure consistent customer service is given and work with our friendly team to provide effective and proactive first and second line support to our staff in England and Wales. Handle incoming calls to the IT help desk, ensure that requests are properlyinterpreted and recorded accurately, and use IT call recording software consistently and effectively.

**Key experience for the **Help**Desk Analyst**
- First and second line support
- Active Directory
- Windows
- Google Suites
- Ticketing experience

**Key Responsibilities for the **Help**Desk Analyst**
- Call processing and recording of incoming calls to the Help Desk, reassignment or escalation of incidents, and requests to onsite third line support, third parties, or other teams as necessary
- Updating and maintaining call recording system information
- Liaison with external suppliers to ensure solutions to agreed standards and timelines
- Review incidents and requests with employees and collaborate on an ongoing basis
- Providing first and second line support

**Benefits**
- Generous pension scheme
- Life assurance
- Private healthcare scheme
- Professional development
- Employee assistance programme