IT Helpdesk Analyst - Remote Support & First Resolution

Precept Recruit; East Midlands; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

33 days leave incl bank holidays

Travel loan

Cycle to work

Free eye tests

Discounted dental care

Additional holidays

Childcare scheme

Job summary

Precept Recruit is seeking a capable Help Desk professional for a full‑time role based in the UK with hybrid working from home and Head Office. You will be the first point of contact for users, answering calls and emails, diagnosing basic issues, and aiming for first‑time resolution.

You will work with hardware, software, mobile devices and remote access tools, log events, and apply fixes while delivering excellent customer service.

Qualifications

• We have worked in a fast-paced Help Desk, Support Centre, or Retail environment.
• We thrive in a target-driven environment and have excellent customer service skills.
• We communicate effectively over the phone with people of varying IT expertise.
• We perform well under pressure and take ownership to achieve successful resolutions.
• We are tech-savvy and well-versed in hardware, software, databases, and remote access.
• We have a solid grasp of computer systems, mobile devices, and technology products.
• We can diagnose and resolve basic technical issues.

Responsibilities

• We serve as the first point of contact for Help Desk users.
• We answer incoming calls and emails and provide technical support and assistance.
• We troubleshoot issues using diagnostic tests and remote access.
• We work toward first-time resolution wherever possible.
• We respond swiftly to customer queries via email or phone.
• We determine the best solution based on customer-provided issue details.
• We diagnose system errors and other technical challenges.
• We keep detailed logs of events and problem resolutions.
• We follow up proactively to ensure customer satisfaction.
• We request feedback and monitor calls to improve our training methods.
• We perform software installations or updates to resolve issues.

Skills

Customer service

Phone communication

Under pressure

Tech-savvy

Remote access

Diagnose issues

Tools

Vue

Remote access tools

Mobile devices

Hardware knowledge

Software knowledge

Job description

Precept Recruit is seeking a capable Help Desk professional for a full‑time role based in the UK with hybrid working from home and Head Office. You will be the first point of contact for users, answering calls and emails, diagnosing basic issues, and aiming for first‑time resolution.

You will work with hardware, software, mobile devices and remote access tools, log events, and apply fixes while delivering excellent customer service.