Helpdesk Analyst

The Helpdesk Analyst is often the first point of contact for colleagues seeking IT assistance, and is responsible for helping resolve issues, queries and requests, either directly or by escalating to other tiers of support within the IT Corporate Services team.

The role of Helpdesk Analyst is also to assess the impact of requests as they arrive and obtain relevant and accurate information from those requesting help, ensuring that all details are recorded within the ticketing system.

The Helpdesk Analyst will need to act as a point of contact for existing IT issues, updating colleagues on request and, where appropriate, issuing communications to multiple groups of people in the case of wider impacting issues.

Helpdesk Analysts may also assist their IT colleagues on other support issues / projects as required.

Responsibilities

• Field requests as they arise, either by email, phone, IM or in person
• Resolve requests were possible, using known fixes / procedures
• Escalate tickets to 2nd/3rd line, where appropriate
• Maintain accurate and relevant information on tickets, ensuring urgency and impact are appropriately assessed
• Manage electronic user accounts (Active Directory) in accordance with IT/HR procedures
• Provision access to other systems and manage permissions where required to a high standard as we are regularly audited
• Follow documentation provided that ensure work is completed consistently and to standards
• Undertake administrative tasks as required relevant to IT support
• Help educate colleagues to avoid potential support requirements

Skills required

• Experience working in a customer support / service desk environment
• Competent with Microsoft Windows 11
• MS Office (Word/Excel) / Office 365
• Logging/Managing tickets in an electronic Service Desk / Help Desk system
• Good telephone manner / effective communicator
• Excellent attention to detail