Helpdesk Analyst

ECS Resource Group Ltd; Leicester Forest East; On-site; GBP 25,000 - 28,000; Full time

Job summary

A managed services client in Leicester is expanding their Helpdesk team, seeking Helpdesk Support Analysts to provide front-line technical support, mainly for Cisco networking equipment. Candidates should possess strong customer service skills and previous experience in IT/network support. The position offers a salary between £25,000 - £28,000.

Qualifications

• Previous experience in IT/network support or a helpdesk role.
• Strong customer service skills - delivering excellent experiences is key.
• Understanding of Cisco networking concepts highly desirable.

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.

Skills

IT/network support experience

Customer service skills

Hardware breakfix maintenance support

Basic knowledge of Cisco routers

Strong organizational skills

Education

CCNA certification

Job description

Overview

Salary: £25,000 - £28,000

Location: Leicester

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

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

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, for more information please click the following link: (url removed) In accordance with the Equality Act 2010, if you require an alternative form of application please click the following link: Flexible Application Process - (url removed)/work/flexible-application-process