Hybrid IT Helpdesk Analyst - 1st Line Support

Harvey Nash; West Midlands; Hybrid; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Onsite for first 3 months

Hybrid work after onboarding

Job summary

Harvey Nash is seeking an experienced IT Helpdesk Analyst to join an established IT services business. You will provide telephone and remote technical support across workstations, applications and hardware, with exposure to servers and networks. The role starts onsite for 3 months and then becomes hybrid.

You will handle 1st line support, manage tickets within SLAs, and ensure clear communication with clients while maintaining documentation and contributing to a positive customer experience.

Qualifications

• 12+ months experience in a technical helpdesk or customer-focused support environment.
• Experience within an MSP / IT services business preferred.

Responsibilities

• Provide 1st line technical support via telephone and remote channels.
• Manage own queue and adhere to SLAs.
• Troubleshoot and resolve technical issues.
• Take ownership of tickets through to resolution.
• Keep clients updated throughout the process.
• Maintain accurate ticket and knowledge-base documentation.
• Carry out basic network administration tasks.
• Deliver high level customer service.

Skills

Customer service

Communication

Tools

Active Directory

Group Policy

Microsoft 365

Office 365

Microsoft Exchange

Terminal Server / RDS

Windows Server

Networking basics

Job description

Harvey Nash is seeking an experienced IT Helpdesk Analyst to join an established IT services business. You will provide telephone and remote technical support across workstations, applications and hardware, with exposure to servers and networks. The role starts onsite for 3 months and then becomes hybrid.

You will handle 1st line support, manage tickets within SLAs, and ensure clear communication with clients while maintaining documentation and contributing to a positive customer experience.