IT Helpdesk Call Analyst

Precept Recruit; East Midlands; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

33 days annual leave

Travel pass loan

Cycle to work

Free eye tests

Dental care scheme

Additional holidays

Childcare scheme

Job summary

Retail Assist in the UK is seeking motivated Analysts to join our Help Desk team. You’ll answer calls and emails, provide technical support to clients, and troubleshoot using remote access to achieve first-time resolutions where possible.

This full-time role offers hybrid work from home and Head Office with a 1-in-3 weekend duty rotation, ongoing training, and a path to grow in IT.

Qualifications

• Experience in a fast-paced Help Desk or IT support environment.
• Excellent customer service and communication skills.
• Ability to diagnose basic technical issues and log tickets.

Responsibilities

• Respond to customer queries via email or phone.
• Determine best solution based on issue details.
• Diagnose system errors and technical challenges.
• Keep detailed logs of events and resolutions.
• Follow up to ensure customer satisfaction.
• Provide feedback to improve training and processes.
• Perform software installations or updates.

Skills

Tech support

Hardware & software

Remote access/diagnostics

Tools

Remote access tools

Diagnostic software

Job description

Do you crave a dynamic role where you can work both from the cosy confinements of your home and our vibrant Head Office? We're on the hunt for remarkable individuals to join our rapidly expanding team.

What you'll be doing

As a member of our accomplished team of Analysts, you'll serve as the first point of contact for our Help Desk users. You'll answer incoming calls and emails, offering technical support and assistance to our esteemed clients. Troubleshooting issues through diagnostic tests and remote access will be your forte, aiming for a first-time resolution whenever possible.

Deliver top-notch, professional, and friendly service to support our stellar reputation and aspire to be the very best.

We'll equip you with the training and support needed to further your career in the world of IT.

This is a full-time position, that operates on a rotational shift basis covering 1 in 3 weekends on duty.

Role highlights

• Swiftly respond to customer queries via email or phone.
• Expertly determine the best solution based on customer-provided issue details.
• Skillfully diagnose system errors and other technical challenges.
• Keep detailed logs of events and problem resolutions.
• Stay proactive with follow-ups, ensuring customer satisfaction.
• Request feedback and monitor calls to enhance our training methods.
• Perform software installations or updates to address issues.

Is this role for me?

If you can confidently answer "Yes" to the following questions, this role is perfect for you:

• Have you worked in a fast-paced Help Desk/Support Centre or Retail environment?
• Do you thrive in a target-driven environment, boasting excellent customer service skills?
• Can you communicate effectively over the phone with individuals of varying IT expertise?
• Does pressure fuel your performance, turning challenges into victories?
• Do you revel in taking ownership to secure successful resolutions?

Technical Skills

• Are Tech-savvy, well-versed in hardware, software, databases, and remote access.
• Have a solid grasp of computer systems, mobile devices, and tech products.
• Ability to diagnose and resolve basic technical issues.

What's in it for you?

• Enjoy 33 days of annual leave (inclusive of bank holidays).
• Take advantage of our travel pass loan and cycle to work scheme.
• Keep your eyes in top shape with free eye tests.
• Join our discounted Dental Care Scheme.
• Explore the option to purchase additional holidays.
• Access our childcare scheme to ease your responsibilities.

Who are we?

Starting our life in 1999, Retail Assist is a growing, award-winning technology company. Whether it’s through our expert IT managed services, or our specialist software solutions, we work with a wide variety of clients to help them to deliver outstanding customer service. Some of our clients include Harvey Nichols, Signet, Selfridges, Dufry (World Duty Free Group), White Stuff, Best Food Logistics, Whistles, Hobbycraft, Mint Velvet, Vue International and many more.

If you're on the lookout for your next career leap and a chance to leave your mark, look no further—we're here, eagerly awaiting your arrival. Join us today