Helpdesk Analyst

We are currently seeking an experienced Help Desk Analyst to join our growing IT support team. This is an excellent opportunity for a proactive and customer-focused individual with a minimum of 2 years' experience in a similar role.

The successful candidate will be responsible for providing first-line technical support, managing support tickets, and assisting with user account administration across the business.

Key Responsibilities

* Respond to and resolve IT support tickets in a timely manner.

* Provide first-line technical support to end users via phone, email, and remote support tools.

* Create, modify, and deactivate user accounts across various systems.

* Troubleshoot hardware, software, and network-related issues.

* Escalate complex technical issues to senior IT team members where necessary.

* Maintain accurate documentation of incidents, resolutions, and user requests.

* Support onboarding and offboarding processes for new and departing employees.

* Ensure high levels of customer service and user satisfaction at all times.

Requirements

* Minimum 2 years' experience working as a Help Desk Analyst, IT Support Analyst, or similar support role.

* Experience managing and resolving support tickets within an IT Service Desk environment.

* Previous experience creating and managing new user accounts and permissions.

* Strong knowledge of Microsoft Windows and Microsoft 365.

* Excellent troubleshooting and problem-solving skills.

* Strong communication and customer service abilities.

* Ability to prioritise workloads and work efficiently in a fast-paced environment.

Desirable Skills

* Experience with Active Directory and Azure Active Directory.

* Knowledge of ticketing systems such as ServiceNow, Jira, Zendesk, or similar.

* Understanding of networking fundamentals.

* IT certifications such as CompTIA A+, Microsoft Certifications, or ITIL
Only candidates based in UK and eligible to work in UK are allowed