Harvey Nash
IT Helpdesk Analyst
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Role: IT Helpdesk Analyst
Location: West Midlands
Salary: £27,000 - £29,000 DOE
Onsite for the first 3 months then Hybrid
I’m looking for an experienced IT Helpdesk Analyst to join an established IT services business, providing technical support to a range of corporate clients.
The Role
You’ll provide telephone and remote technical support across workstation, application and hardware issues, with some exposure to server and network support.
Key responsibilities include:
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- Providing 1st Line technical support and managing incoming calls/tickets
- Managing your own queue and working within agreed SLAs
- Troubleshooting and resolving technical issues
- Taking ownership of tickets through to resolution
- Keeping clients updated throughout the process
- Maintaining accurate ticket and knowledge-base documentation
- Carrying out basic network administration tasks
- Delivering a high level of customer service
Technical Experience
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- Active Directory
- Group Policy
- Microsoft 365 / Office 365
- Microsoft Office
- Microsoft Exchange
- Terminal Server / RDS
- Windows Server
- Basic networking – TCP/IP, DHCP, DNS, IP addressing, VPN, switching and routing
About You
Ideally, you’ll have 12+ months’ experience within a technical helpdesk or customer-focused support environment, preferably within an MSP / IT services business.
If you are keen to develop your technical career then please apply!
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