IT Helpdesk Support Analyst


Premium Job From Recruitment Genius

Recruiter

Recruitment Genius

Listed on

22nd May 2015

Location

Edinburgh

Salary/Rate

£19000 - £24000

Type

Permanent

This job has now expired please search on the home page to find live IT Jobs.

An exciting opportunity has arisen for an experienced IT Helpdesk Support Analyst to join an established and rapidly expanding IT services provider. They have a fantastic team with a fun, can do attitude that would embrace the right candidate.

Excellent opportunities, pay progression, Company Voucher Scheme, Employee Assistance Programme, training to attain certificates and other benefits.

Responsibilities:

- Everyday checking, responding (action) and completing priority 1 to 5 support requests logged within their standard SLA terms. Using ConnectWise (CW) to maintain a complete audit /history.

- Maximising the uptime of servers, PCs and network devices for customers. Proactively monitoring and reacting to alerts until a successful outcome has been reached. Using CW to maintain a complete audit /history

- Ensure customers you have been assigned have the most up-to-date technical documentation within CW i.e. configurations, network diagrams, pictures and documentation

- Completing assigned and delegated work on time. Work may be assigned by line managers, colleagues and customers

- Communicate the progress of support, change and project (ticket) requests both internally and externally

- Self-administration, such as own work space, record management, travel expenses, sales orders to invoices and personal organisation skills

They will only consider applicants with the minimum qualification of MTA Windows Server 2008 or 2012 or equivalent.

Skills and Experiences required:

- Capable of managing and prioritising own workload and possess strong personal, organisational skills and attention to detail

- Approximately 2+ years of Technical Support Experience / Knowledge of Windows client & server environments, Networking, systems troubleshooting and resolution (gained either as a Helpdesk Analyst or Systems Administrator within an organisation of 40+ users or direct experience within an IT Support company)

- Administering and Troubleshooting Windows XP, 7 and 8 O/S, Windows Server 2008, 2012 and 2012R2, Exchange 2010 or 2013, Hyper V Virtual Servers

- Experience of Office 365, SharePoint and WANs an advantage

- Strong systems fault finding and problem solving ability

- A good communicator - face-to-face, telephone, written and email. Able to converse with non-technical people on IT issues without jargon and able to build and maintain good relationships with clients, colleagues and suppliers

Personal Qualities:

- A reliable, responsible and trustworthy character with a polite, tolerant but professional manner, enjoy dealing with people - not just technology

- Self-motivated, remain calm under pressure and a capable and tenacious problem solver - but know when to escalate

- Posses a strong customer service ethos and a healthy desire to learn and improve, hungry for a new opportunity to build and develop your experience

Closing date - Friday 5th June

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