IT Helpdesk Support Analyst (External Clients)

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IT Technical Helpdesk Support Analyst (Customer Support Helpdesk, 1st - 2nd line). This well-established international hardware and software systems company seeks an experienced, client-focused, helpdesk support representative to join their busy client support team. The role focuses on a combination of software support (supporting the client's suite of software products), and the environment around the products - e.g. Windows operating system, PC hardware, networking issues, etc).

This is a great opportunity to join a professional, structured and fast-paced environment where you can develop your technical skills. The support department has different desks, with 1st, 2nd and even 3rd line support staff and more specialised teams for further escalation points.

IT Helpdesk Support Analyst - the Role:

* This busy and varied customer support role will see you providing remote support to a wide-range of business clients across the UK

* Working a ticketing system and to SLAs, you will take 'ownership' of the calls, from start to finish, and escalating where necessary to 2nd line support

* Working with your team leader you will also have input into process improvement measures to improve the output of your department

IT Helpdesk Support Analyst - the Person:

Candidates needs to have strong, outgoing personalities with excellent client interaction abilities. You must have: -

* At least 2 years 'Customer service' experience (this includes IT support to clients) in a similar customer helpdesk role, providing remote client support - at least 1st line (ideally 1st - 2nd line)

* A good basic understanding of networking - e.g. supporting network connectivity, TCP/IP

* Strong Windows o/s (XP, Vista, Windows 7 - 10)

* Solid PC hardware diagnosis and troubleshooting skills

* Good Windows Server 2003, 2008 (2012 ideal), AD / Exchange

* Experience of supporting MS Office

* Experience of work for a MSP (managed services provider) useful.

IT Helpdesk Support Analyst - Shift system:

A shift system is in place - e.g. 'early, middle and late' between the hours of: 8am to 6pm; candidates must be comfortable with working these hours as part of a rota.

All-in-all this is a fantastic opportunity to join a busy environment where you can employ and develop your skills. The company offers room for career advancement. Services advertised by Dupen are those of an Agency.