1st Line Helpdesk Support Agent

Recruitment Avenue; London; On-site; GBP 25,000 - 27,000; Full time

Job summary

An established industry player is seeking a dedicated 1st Line Helpdesk Support Agent to provide exceptional support to internal users across multiple locations. In this dynamic role, you will be the first point of contact for technical assistance, ensuring a seamless experience for users with in-house developed software. You will engage with a variety of technologies including PC and Mac hardware, Windows Operating Systems, and Active Directory. This position not only offers the chance to work in a supportive team environment but also provides opportunities for overtime and additional pay for on-call duties. If you thrive in fast-paced settings and possess strong troubleshooting skills, this opportunity is perfect for you.

Qualifications

• Experience in supporting PCs, Laptops, and Macs is essential.
• Solid first line support experience over the phone and desk side.

Responsibilities

• Investigate, reproduce, and resolve issues for users.
• Liaise with 2nd and 3rd line support staff effectively.

Skills

PC Support

Mac Support

Windows Operating Systems

Active Directory

Microsoft Office

TCP/IP Networking

Troubleshooting Skills

Excellent Communication Skills

Team-working Skills

Job description

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)