1st Line Helpdesk Support Agent

Job Title – 1st Line Helpdesk Support Agent

Department/Sector – Travel

Job Location – London

Salary – £25k – £27k

Our client has a great opportunity for an experienced First Line Support Analyst / Helpdesk Engineer to join a small team in London.

In the role, you will be supporting 500 users over 4 different locations throughout the UK. Being the front line support means that you will be responsible for delivering a first-class service.

As a First Line Support Analyst / Helpdesk Engineer, you will be responsible for providing phone, remote, and desktop support to internal users with in-house developed software.

Technologies will include PC and Mac hardware, Windows Operating Systems, Active Directory, Exchange, Outlook, basic networking, and Microsoft Office.

Responsibilities:

• Investigating, reproducing, and resolving issues
• Liaising with 2nd and 3rd line support staff
• Assisting Software Developers
• Creating new knowledge base articles for reuse throughout the Support Department
• On Call Rota 1 weekend a month (additional pay provided and worked from home)
• Occasional out of hours work (paid overtime)

Key Skills/Experience Needed:

• Good experience supporting PCs, Laptops, and Macs – this is essential
• Solid first line support experience over the phone, remotely, as well as at the desk side
• Building/maintaining PC, laptop, and Mac hardware
• Active Directory
• Windows OS
• Microsoft Office
• TCP/IP networking
• Previous desktop support experience or service desk experience
• Excellent understanding of Client Server technology, PC hardware, printers, scanners
• Proven troubleshooting skills in Windows, Mac, and Citrix environments using Active Directory
• Knowledge of TCP/IP Networking, DHCP, and DNS
• Good team-working skills
• Ability to think on your feet to find appropriate solutions
• Ability to maintain composure in a fast-paced and pressured environment
• Excellent communication skills (verbal and written)