Senior IT Helpdesk Analyst - Remote

Placements24; Southampton; Remote; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Remote work

Bonus potential

Medical insurance

Dental insurance

Vision insurance

Paid time off

Retirement plan

Job summary

Placements24 is seeking a highly experienced Senior Helpdesk Analyst to join a fully remote IT support team. You will provide advanced technical assistance, troubleshoot complex IT issues, and mentor junior analysts to raise overall service levels.

You will manage escalations, develop IT support policies, and contribute to system maintenance and documentation from your home office, enabling a remote-first operation with strong security practices.

Qualifications

• Minimum of 5 years of experience in a helpdesk or IT support role.
• Strong understanding of Windows, macOS and Linux operating systems.
• Familiarity with cloud technologies and IT security practices.
• Experience mentoring junior staff and leading on incident resolution.
• Excellent analytical, problem-solving, and communication skills.

Responsibilities

• Provide advanced technical support and troubleshooting for hardware, software, and network issues.
• Manage and resolve escalated IT support tickets efficiently and effectively.
• Develop and implement IT support policies and procedures.
• Mentor and train junior helpdesk staff, providing guidance and expertise.
• Oversee IT asset management, including procurement, deployment, and decommissioning.
• Conduct regular system maintenance, updates, and security checks.
• Create and maintain comprehensive technical documentation and knowledge base articles.
• Collaborate with other IT teams to resolve complex system issues.
• Monitor IT systems performance and identify potential problems proactively.
• Contribute to IT projects and system upgrades as required.

Skills

Advanced technical support

Troubleshooting

System administration

Communication skills

Independent remote work

Education

Bachelor's degree in Information Technology or related field

Job description

Placements24 is seeking a highly experienced Senior Helpdesk Analyst to join a fully remote IT support team. You will provide advanced technical assistance, troubleshoot complex IT issues, and mentor junior analysts to raise overall service levels.

You will manage escalations, develop IT support policies, and contribute to system maintenance and documentation from your home office, enabling a remote-first operation with strong security practices.