Helpdesk Analyst

The Business Connection Group; Ellesmere Port; Hybrid; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Additional leave

Company events

Cycle to work scheme

Free parking

Health & wellbeing programme

On-site parking

Job summary

The Business Connection Group is seeking a Helpdesk Analyst to join a motivated team handling calls and tickets from customers and suppliers to resolve issues. Full training will be provided, with hybrid working after the training period.

Working hours are Monday to Friday 9am-5:30pm, with benefits including 23 days holidays, quarterly staff awards, duvet and charity days, enhanced family leave, health and wellbeing support including Medicash, gym discounts, Perkbox, and free onsite parking.

Qualifications

• Experience in logging, escalating and tracking IT issues using helpdesk ticketing systems.
• Proven ability to troubleshoot basic hardware, software and network issues.
• Ability to provide clear instructions to non-technical users.
• Experience setting up and moving IT equipment (workstations, monitors, keyboards, docking stations).
• Experience with data accuracy and duplicates across systems.
• Familiar with User Acceptance Testing (UAT) and contributing to issue isolation.
• Proficient in MS Office applications, Outlook, Word and Excel.
• Comfortable working with Windows operating systems and common browsers.

Responsibilities

• Log, update and monitor helpdesk tickets accurately in a high-volume environment.
• Troubleshoot and resolve basic hardware, software and system issues.
• Provide clear instructions and guidance to non-technical users.
• Set up and move IT equipment as required.
• Collaborate with technical teams to support testing and bug isolation.

Skills

Helpdesk

1st line support

Ticketing systems

Hardware troubleshooting

Software troubleshooting

Communication

MS Office

Windows OS

VPN/Networking basics

Tools

Ticketing system

Job description

Job Description

Working for this well-established, innovative and progressive company, the Helpdesk Analyst will join a motivated team to effectively deal with calls and tickets from customers and suppliers to resolve issues with cases, logging in, website support. You will need to have previous experience in a similar role, but full training on the systems and software will be provided.

The Helpdesk Analyst will be working Monday to Friday 9am-530pm. Hybrid working is available following the training period.

The successful Helpdesk Analyst will be rewarded with 23 days' holidays (plus Bank Holidays); quarterly staff awards; hybrid working; duvet and charity days; enhanced family leave; health and wellbeing support including Medicash, gym discounts, Perkbox, free onsite parking.

Key Responsibilities

• Log, update and monitor helpdesk tickets accurately, prioritising incoming requests and manage time effectively to support a high-volume support environment.
• Troubleshoot and resolve basic hardware, software and system issues.
• Provide clear instructions and guidance to non-technical users to help resolve their issues.
• Set up and move IT equipment such as workstations, monitors, keyboards and docking stations.
• Carry out minor technical fixes including checking cabling, Wi-Fi connections and peripheral devices.
• Communicate clearly and professionally, both verbally and in writing, with users, colleagues and other departments.
• Identify recurring issues and collate related tickets to support pattern recognition and further escalation.
• Collaborate with technical teams to support testing activities and help isolate bugs or system problems.

Knowledge and Skills

• Proven skills in supporting internal and external users with bespoke systems and portals, acting as first line support.
• Experience of logging, escalating and tracking IT issues using helpdesk ticketing systems.
• Understand how to investigate user problems methodically, using structured lines of inquiry to identify root causes.
• Knows the steps involved in creating and maintaining user accounts, including access permissions and data accuracy.
• Experience of performing basic IT setup tasks, such as connecting peripherals and troubleshooting simple hardware or connectivity issues.
• Knows the importance of maintaining clean and accurate data across systems, and how to identify and resolve duplicates.
• Understands the role of User Acceptance Testing (UAT) and the Helpdesk's contribution to isolating system-related problems.
• Knows when and how to elevate technical issues or concerns to the appropriate team or manager.
• Proficient in Microsoft Office applications, including Outlook, Word and Excel.
• Comfortable working with Windows operating systems.
• Familiar with browsers such as Google Chrome or Mozilla Firefox

KEYWORDS: IT, helpdesk, 1st line, support, tickets

Unfortunately, due to time restrictions we cannot respond to every applicant, in the event that we haven't contacted you within 48 hours please take it you have not been successful for this particular role, but your details will be kept on file and considered for all future vacancies.

We are an equal opportunities agency and welcome applicants from all backgrounds.

We are acting on behalf of the client as an Employment Agency in relation to this vacancy.

Job Types: Full-time, Fixed term contract

Benefits

• Additional leave
• Company events
• Cycle to work scheme
• Free parking
• Health & wellbeing programme
• On-site parking

Work Location: Hybrid remote in Ellesmere Port