Helpdesk Analyst

The Role:

Helpdesk Analyst is required to join a buoyant software business based in Brighton. Within this role you will provide first line support to customers – resolving or escalating issues as appropriate. The ideal candidate here will be passionate about IT with great customer services skills and a strong desire to learn. This role could suit you if you have recently completed an IT based college course or if you have some technical support experience and are looking for the next step in your career.

This is a hybrid working role.

Key Responsibilities:

• Respond to 1^st line support queries through multiple channels
• Provide efficient, professional and empathetic support to customers
• Install and configure computer systems and software
• Manage user accounts, including account creation and deletion
• Maintain office devices and software
• Contribute to team projects and suggest improvements to processes and systems
• Follow agreed procedures to identify, register and categorise incidents
• Perform simple security administration tasks
• Maintain relevant records and documentation, contributing to overall data integrity
• Escalate complex issues to appropriate team members or departments
• Work closely with external suppliers to resolve 3rd party system issues
• Ensure thorough documentation and follow-up for issue resolution

Key Skills & Experience: 

• Strong experience/ exposure to Microsoft products
• Ability to communicate technical issues with non-technical users
• Ability to work efficiently with wider tech team to resolve issues
• Ability to learn new skills and systems quickly
• Curious minded with a proactive approach to resolving issues

For a fully consultation on this role, send your CV to ARC IT Recruitment today.