IT Helpdesk Support Analyst

Proactive Appointments; Coventry; On-site; GBP 25,000 - 32,000; Full time

Job summary

Proactive Appointments is seeking an IT Helpdesk Support Analyst to join the busy IT team at our Coventry site. You will provide hands-on 1st/2nd line support for office and warehouse users, resolving hardware, software and network issues while delivering strong customer service.

Role involves on-call rota including nights and weekends, so flexibility is essential. On-site work in a fast-paced environment with opportunities to contribute to IT projects and initiatives.

Qualifications

• Strong experience in IT Helpdesk or IT Support.
• Experience using Active Directory for user management and security.
• Experience using SCCM for software deployment and device management.
• Strong printer support and troubleshooting ability.
• Excellent customer service and communication skills.
• Ability to prioritise workloads and work independently.
• Requires full UK driving licence and own vehicle.

Responsibilities

• Provide 1st and 2nd line IT support to office and warehouse users.
• Troubleshoot and resolve hardware, software and network issues.
• Manage user accounts, permissions and security through Active Directory.
• Deploy and maintain devices using SCCM.
• Support printers, label printers and other peripheral devices.
• Assist with setup and troubleshooting of handheld scanners and mobile devices.
• Build, configure and deploy desktops, laptops and hardware.
• Escalate complex issues and maintain ownership to resolution.
• Support IT projects, upgrades and site initiatives as required.
• Participate in on-call rota for out-of-hours assistance.

Skills

IT Helpdesk experience

Active Directory

SCCM

Printer support

Customer service

Communication skills

Independent working

Full UK driving licence

Tools

SCCM

Active Directory

Job description

IT Helpdesk Support Analyst

Onsite

We are looking for an experienced IT Helpdesk Support Analyst to join our client's busy IT team on a permanent basis. Based at their Coventry site, you’ll provide hands-on IT support across both office and warehouse environments, ensuring users receive a high level of technical support and customer service.

This is a varied, fast-paced role that requires someone who enjoys being visible on-site, is happy to get involved wherever needed, and can confidently support a wide range of IT issues. As part of the role, you’ll also participate in an on-call rota which includes nights and weekends, so flexibility is essential.

Key Responsibilities

• Provide 1st and 2nd line IT support to office and warehouse users.
• Troubleshoot and resolve hardware, software and network issues.
• Manage user accounts, permissions and security through Active Directory.
• Deploy and maintain devices using SCCM.
• Support printers, label printers and other peripheral devices.
• Assist with the setup, maintenance and troubleshooting of handheld scanners and other mobile devices.
• Build, configure and deploy desktops, laptops and associated hardware.
• Escalate complex issues where appropriate while maintaining ownership through to resolution.
• Support IT projects, upgrades and site initiatives as required.
• Participate in the on-call support rota to provide out-of-hours assistance.

Skills & Experience

Essential

• Strong commercial experience within an IT Helpdesk or IT Support role.
• Experience supporting Active Directory.
• Experience using SCCM for software deployment and device management.
• Strong printer support and troubleshooting experience.
• Excellent customer service and communication skills.
• Ability to prioritise workloads and work independently.
• Full UK driving licence and access to your own vehicle.

Desirable

• Experience supporting handheld scanners, RF devices or other handheld/mobile devices.
• Previous experience within a logistics, warehousing or manufacturing environment.
• Experience supporting both office-based and operational users.

The Ideal Candidate

You’ll be someone who enjoys working in a hands-on environment and isn’t afraid to roll up your sleeves to solve problems. You’ll be equally comfortable supporting office staff and colleagues working on the warehouse floor, understanding the importance of keeping business-critical operations running.

You’ll be proactive, approachable and thrive in a busy operational environment where no two days are the same.

IT Helpdesk Support Analyst