IT Helpdesk Analyst

£35,000 | London Arena | Permanent

Posted 12 days ago

IQ Talent Solutions

Helpdesk Analyst

ROLE RESPONSIBILTIES:

* Provide a proactive and quality Helpdesk service:

* Ensure calls are responded to within a timely manner
* Manage the customer's expectations and ensure they receive regular updates on outstanding issues
* Ticket escalation
* Manage issues through to resolution
* Update helpdesk tickets so others can see updates
* Carry out root cause analysis

* Undertake continuous improvement & small scale enhancements/mini projects as requested.
* Create and update documentation as required
* Ensure our infrastructure is kept secure and adhere to our IT Security and Information Risk controls

KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED:

Technical skills
ESSENTIAL

* Windows 7, Office 2010
* Active Directory
* RSA
* Exchange administration

BENEFICIAL

* Windows 10, Office 365 Pro Plus (Click to Run)
* VMWare / VDI environment
* BlackBerry Work
* Cisco call manager
* Mimecast
* Altiris
* PowerShell Scripting
* Basic understanding of networking and server infrastructure

REQUIRED PERSONAL QUALITIES:
Customer Service:

* Strong customer service focus
* Striving to consistently provide exceptional customer service

Communication :

* Excellent written and verbal communication

Improvement and Innovation:

* Constantly looks for ways the processes of the team can be improved
* Acts to provide solutions to potential problems

Team-working:

* Builds effective working relationships within and across teams
* Has an excellent attitude and is seen to work with and for the team

Resilience:

Responds or acts calmly even under difficult conditions

InterQuest Group is acting as an employment agency for this vacancy. InterQuest Group is an equal opportunities employer and we welcome applications from all suitably qualified persons regardless of age, disability, gender, religion/belief, race, marriage, civil partnership, pregnancy, maternity, sex or sexual orientation. Please make us aware if you require any reasonable adjustments throughout the recruitment process.

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