IT Helpdesk Analyst

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

Onsite for the first 3 months then Hybrid

I’m looking for an experienced IT Helpdesk Analyst to join an established IT services business, providing technical support to a range of corporate clients.

The Role

You’ll provide telephone and remote technical support across workstation, application and hardware issues, with some exposure to server and network support.

Key responsibilities include:

• Providing 1st Line technical support and managing incoming calls/tickets
• Managing your own queue and working within agreed SLAs
• Troubleshooting and resolving technical issues
• Taking ownership of tickets through to resolution
• Keeping clients updated throughout the process
• Maintaining accurate ticket and knowledge-base documentation
• Carrying out basic network administration tasks
• Delivering a high level of customer service

Technical Experience

• Active Directory
• Group Policy
• Microsoft 365 / Office 365
• Microsoft Office
• Microsoft Exchange
• Terminal Server / RDS
• Windows Server
• Basic networking – TCP/IP, DHCP, DNS, IP addressing, VPN, switching and routing

About You

Ideally, you’ll have 12+ months’ experience within a technical helpdesk or customer-focused support environment, preferably within an MSP / IT services business.