Helpdesk Analyst

About the Role

Our client requires a diligent and technically adept Helpdesk Analyst to join their team serving clients from their Stoke-on-Trent hub. This role is critical for providing essential technical support and ensuring the smooth operation of IT systems for our users. You will be responsible for diagnosing and resolving a wide range of IT issues, offering timely assistance and maintaining system stability. This hybrid role offers a balanced approach, combining the collaborative advantages of on-site work with the flexibility of remote working, adapting to modern work practices.

Key Responsibilities

• Respond to and resolve user-reported IT incidents and service requests promptly.
• Provide technical assistance for hardware, software, and network-related issues.
• Troubleshoot common IT problems, including operating system errors, application malfunctions, and connectivity issues.
• Document all support activities, resolutions, and user feedback within the ticketing system.
• Assist in the setup, configuration, and maintenance of user workstations and peripherals.
• Contribute to the development and maintenance of the IT knowledge base.

Requirements

• Proven experience as a Helpdesk Analyst or in a similar IT support role.
• Solid understanding of IT systems, including Windows/macOS environments, MS Office, and basic networking concepts.
• Experience with ticketing systems and remote support tools.
• Strong analytical and problem-solving skills with meticulous attention to detail.
• Effective communication skills, both written and verbal, with the ability to guide users through technical processes.
• Ability to manage tasks efficiently in a hybrid work setting.

Benefits

• Competitive salary based on experience.
• Hybrid working options to suit work-life balance.
• Opportunities for professional growth and IT certifications.
• Comprehensive health and dental insurance coverage.
• A supportive team environment focused on technological excellence in Stoke-on-Trent .