Changzhou Changyi Exhibition Tent Co.,Ltd.
Helpdesk Analyst
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Role Description
The Helpdesk Analyst is responsible for providing first-line technical support and troubleshooting assistance to end users while ensuring timely resolution of hardware, software, network, and system-related issues. This role serves as the primary point of contact for IT support requests, delivering high-quality customer service and maintaining efficient IT operations across the organization.
Key Responsibilities
- Responding to service requests and technical incidents through phone, email, chat, or ticketing systems
- Diagnosing technical issues
- Resolving user problems
- Escalating complex incidents to appropriate support teams when necessary
The Helpdesk Analyst supports desktop and laptop systems, operating systems, business applications, mobile devices, printers, peripherals, and basic network connectivity while ensuring minimal disruption to business operations.
The role involves:
- Installing, configuring, and maintaining hardware and software
- Assisting with user account management, password resets, system access requests, and basic security administration
- Maintaining accurate support documentation
- Updating knowledge base articles
- Recording troubleshooting activities
- Ensuring all incidents are managed in accordance with established service level agreements (SLAs) and IT support procedures
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Additional responsibilities include:
Get help with your application
Your very own career expert that helps elevate your application to the next level.
- Supporting new employee onboarding, equipment provisioning, software deployment, asset inventory management, and routine system maintenance activities
- Contributing to continuous improvement initiatives by identifying recurring technical issues, recommending process enhancements, and promoting IT best practices to improve service quality and user satisfaction
Qualifications
- Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related technical field
- Strong understanding of desktop operating systems, computer hardware, software applications, and basic networking concepts
- Familiarity with Windows, macOS, Microsoft 365, Active Directory, and common business productivity applications
- Knowledge of IT service management (ITSM) principles and helpdesk ticketing systems such as ServiceNow, Jira Service Management, Zendesk, or similar platforms
- Understanding of hardware installation, software configuration, user account administration, and endpoint support
- Basic knowledge of networking concepts including TCP/IP, DNS, DHCP, VPN, Wi-Fi, and remote connectivity
- Familiarity with endpoint security, antivirus solutions, multi-factor authentication (MFA), and basic cybersecurity best practices
- Strong troubleshooting and analytical skills with the ability to diagnose and resolve technical issues efficiently
- Excellent verbal and written communication skills with a strong customer service orientation
- Ability to explain technical concepts clearly to users with varying levels of technical knowledge
- Strong organizational and time management skills with the ability to manage multiple support requests simultaneously
- Ability to work independently while collaborating effectively with IT teams and business stakeholders
- High level of professionalism, patience, accountability, and attention to detail
- Commitment to continuous learning and staying current with evolving technologies and IT support best practices
- Ability to maintain confidentiality and handle sensitive business and user information responsibly
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location