Helpdesk Analyst

Wireshop; Sheffield; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Helpdesk Analyst to join their growing IT support team. In this entry-level role, you will provide essential support for hardware and software to a diverse user base, ensuring smooth operations across multiple locations. You will work closely with the IT Manager to resolve issues, manage incidents, and enhance user experience. This role offers the opportunity to develop your skills in a fast-paced environment, with a focus on Microsoft technologies and customer service excellence. If you are adaptable, organized, and eager to learn, this is the perfect opportunity for you.

Benefits

26 days holiday + bank holidays

Discretionary bonus

Holiday buy-back

Pension

Private health insurance

Qualifications

• Previous helpdesk experience and knowledge of Microsoft technologies required.
• Ability to manage incidents and provide application support.

Responsibilities

• Support hardware and software for a user base of 650 across regional offices.
• Manage incidents within the helpdesk system to resolution.

Skills

Hardware build, configuration, deployment

Support for Windows 11

Office 365

Network printers

SharePoint

Teams

Autopilot/Intune

Azure AD

User account management

Active Directory

Tools

JIRA

COINS

Job description

Join to apply for the Helpdesk Analyst role at Mediaweb Group.

Gleeson Homes is currently experiencing rapid growth, with IT as a key support function. You will support our IT systems, working alongside the IT Manager to handle, record, and resolve support issues.

This demanding role requires previous helpdesk experience, knowledge of Microsoft technologies, and cloud computing. Travel between office locations and sites may be necessary to support users and assist in project deployment.

Working Hours

Monday - Thursday 08:30 - 17:00
Friday 08:30 - 16:00

Role Responsibilities

• Support hardware and software for a user base of 650 across regional offices and sites
• Manage incidents within the helpdesk system to resolution
• Provide application support, monitor helpdesk system, and escalate issues as needed
• Coordinate with third-party providers to resolve support issues
• Review support services with vendors
• Assist the Business Analyst and IT teams in ticket review and problem-solving
• Suggest improvements and support regional teams, including face-to-face visits
• Deliver excellent customer service and resolve issues promptly

Required Skills

• Hardware build, configuration, deployment
• Support for Windows 11, Office 365, network printers, SharePoint, Teams, Autopilot/Intune, Azure AD

Microsoft Office 365 Support and Administration

• User account management, SharePoint, Active Directory

Deployment and Management of Telephony

• Hardware setup, user access, mobile device management

Preferred Experience

Experience with COINS ERP is advantageous.

The Ideal Candidate

• Excellent time management and ability to meet deadlines
• Adaptability in fast-paced environments
• Strong communication skills
• Ability to work independently and collaboratively
• Highly organized with a continuous improvement mindset
• Experience with Microsoft applications, JIRA, and COINS
• Willingness to learn and develop
• Team player, capable of working solo
• Full driving license and willingness to travel overnight

Experience and Knowledge

• Microsoft Windows 11, Office 365, SharePoint, Intune, Active Directory, COINS

Benefits

• 26 days holiday + bank holidays
• Discretionary bonus, holiday buy-back, pension, private health insurance, and more

Additional Information

• Seniority level: Entry level
• Employment type: Temporary
• Job function: IT Support