Adele Carr Recruitment
Help Desk Analyst - Ellesmere Port - £25-£26k
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First Line Helpdesk Analyst - Ellesmere Port - 1 days onsite / 4 from home - £25-£26k
We are looking for a friendly, motivated and customer-focused 1st Line Helpdesk Analyst to join our IT support team.
This is an excellent opportunity for someone looking to develop their career in IT support. You will be the first point of contact for users experiencing technical issues, providing support across hardware, software, systems, user accounts and access-related queries.
You don't need to know everything from day one. We are looking for someone with a basic understanding of IT, a willingness to learn and a logical approach to troubleshooting. You will work alongside experienced members of the IT team, gaining hands-on experience and developing your technical knowledge.
The role will involve supporting users remotely as well as providing onsite support one day per week in Ellesmere Port.
The successful candidate will be approachable, reliable and confident communicating with both technical and non-technical users. You will be comfortable following processes, investigating straightforward issues and knowing when to escalate a problem.
Skills
- Good communication skills, both verbal and written.
- Friendly, professional and customer-focused approach.
- Basic understanding of IT hardware, software and connectivity.
- Comfortable using Windows operating systems.
- Good working knowledge of Microsoft Office, particularly Outlook, Word and Excel.
- Able to carry out basic troubleshooting using established processes and guidance.
- Able to explain technical information clearly to non-technical users.
- Basic understanding of computer hardware and peripherals.
- Able to set up and connect equipment such as monitors, keyboards, docking stations and other peripherals.
- Comfortable working with web browsers and common business applications.
- Good attention to detail when recording information and updating support tickets.
- Organised and able to prioritise multiple support requests.
- Able to follow instructions and established processes.
- Comfortable asking questions and seeking assistance when required.
- Willingness to learn new systems, applications and technical skills.
- Able to work effectively as part of a wider IT team.
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Previous IT support, helpdesk or customer service experience is desirable but not essential. Experience using a helpdesk or ticketing system is desirable but not essential.
Responsibilities
- Act as the first point of contact for users requiring IT support.
- Log, update, prioritise and monitor support tickets accurately.
- Respond to user queries within agreed timescales.
- Provide basic first-line support for hardware, software, system access and connectivity issues.
- Follow established troubleshooting procedures to investigate and resolve straightforward technical issues.
- Ask appropriate questions to understand the user's problem and gather relevant information.
- Provide clear, friendly and easy-to-follow guidance to users.
- Assist with setting up, moving and connecting IT equipment, including computers, monitors, keyboards, docking stations and peripherals.
- Assist with user account and access-related requests in line with agreed procedures.
- Carry out basic checks, including cabling, network connectivity, peripherals and device configuration.
- Escalate more complex issues to the appropriate team or experienced colleague when required.
- Ensure escalated tickets contain clear and accurate information to help with further investigation.
- Keep users informed of progress and manage expectations where issues cannot be resolved immediately.
- Identify recurring issues and highlight patterns or common problems to the wider IT team.
- Contribute to knowledge articles, user guides and support documentation.
- Work with technical and business teams to support testing and help identify system issues.
- Maintain accurate user and system information and follow data-quality procedures.
- Continue to develop technical knowledge through training, hands-on experience and support from experienced colleagues.
- Work flexibly to support business continuity and provide additional support when required.
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