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1st Line Support / Helpdesk Analyst – Whiteley – 12 Month Contract

Nicholas Howard Limited are delighted to be recruiting for a new and exciting role as a 1st Line Support / Helpdesk Analyst.

Based in Whiteley, the position responsibilities include, but are not limited to:

  • Resolving technical problems and answering queries in support of internal and external computer hardware, software, network, and telecommunications systems.
  • Successful diagnoses, identification, and isolation of problems based upon comments and complaints.
  • Researches and analyses problems utilising own expertise, historical database records.
  • Routing calls to available specialists in more complex and difficult cases.
  • Responds promptly with appropriate solutions.
  • Alerts management to recurring problems and patterns of problems.
  • Logging calls using relevant toolset whilst adhering to agreed SLAs where possible.
  • Provide remote support for dial in users including the use of VPN Support of mobile devices and encrypted USB memory sticks.
  • Profile and support Restricted LAN Interconnect and Shared Working Environment accounts.
  • Write, update and maintain written processes and procedures.

Required Skills, Qualifications and Experience:

  • Basic knowledge of Microsoft Operating Systems Experience with Microsoft Outlook and Microsoft Office Suite.
  • Support experience.
  • Self-motivated with willingness to learn from colleagues.
  • Must be a good team player and able to use own initiative.
  • Excellent communication skills (written and verbal).
  • Demonstrated outstanding customer service skills.
  • Demonstrated telephone etiquette skills.
  • Must have good problem determination skills.
  • Valid driving license.

Desired Skills, Qualifications and Experience:

  • Demonstrated telephone etiquette skills.
  • Dynamic and flexible “can-do” attitude.
  • ITSM Support experience and ITIL familiarity VPN/Remote Access.
  • Support experience.
  • Mobile device support experience.
  • Networking environments including wireless PC/Technical.
  • Support service desk experience.
  • Excellent time management skills.

Candidates must ensure they are eligible to apply for SC clearance before applying for this position.

To be considered for this position please apply below.