Helpdesk Analyst

ECS Resource Group Ltd; England; On-site; GBP 25,000 - 28,000; Full time

Job summary

A managed services provider in Leicester is seeking a Helpdesk Analyst to support their expanding team. You will provide front-line technical support for Cisco networking and handle issues related to servers and storage. Ideal candidates will have experience in IT support and strong customer service skills. This role offers a salary range of £25,000 - £28,000 with typical working hours from 9:00 am to 5:30 pm or a 4 on/4 off shift pattern.

Qualifications

• Experience in IT/network support or helpdesk role.
• Strong customer service skills.
• Understanding of Cisco networking concepts.

Responsibilities

• Provide front-line technical support for Cisco networking equipment.
• Handle server, storage, and voice technology issues.
• Own cases from logging to resolution or escalation.

Skills

IT/network support experience

Customer service skills

Hardware breakfix maintenance support

Basic knowledge of Cisco routers

Organisational skills

Knowledge of Cisco networking concepts

Education

CCNA certification

Job description

Helpdesk Analyst

Salary: 25,000 - 28,000

Location: Leicester

Working Hours: Monday to Friday, 9:00am - 5:30pm

OR 4 on / 4 off shift pattern, 8:00am - 8:00pm

Our managed services client is expanding their Helpdesk team and is seeking several Helpdesk Support Analysts to join their dynamic environment.

You'll be supporting a wide partner base across maintenance contracts, MAC requests, and T&M-based support. This is a fantastic opportunity to work with cutting-edge technologies and develop your skills in Cisco networking, server, storage, and voice technologies.

Responsibilities

• Provide front-line technical support for Cisco networking equipment and services.
• Handle server, storage, and voice technology issues.
• Own cases from logging to resolution or escalation, ensuring timely updates and customer satisfaction.
• Fulfil incidents and requests with a focus on hardware breakfix maintenance support.

Essential Skills

• Previous experience in IT/network support or a helpdesk role.
• Strong customer service skills - delivering excellent experiences is key.
• Experience with hardware breakfix maintenance support.
• Basic knowledge of Cisco routers, switches, and firewalls (ASA, Meraki, Nexus).
• Ability to work independently and escalate when necessary.
• Strong organisational and prioritisation skills.
• Understanding of Cisco networking concepts - CCNA certification highly desirable.

ECS Resource Group are an Equal Opportunity Employer. In accordance with the Equality Act 2010, if you require an alternative form of application please contact us.