Helpdesk Analyst

About the Role

Our client seeks a detail-oriented Helpdesk Analyst to join their IT support team in Stoke-on-Trent . You will be the primary resource for employees experiencing technical difficulties, providing swift and effective solutions to ensure minimal disruption to daily operations. This role involves diagnosing hardware, software, and network issues, and guiding users through resolution steps. The hybrid nature of this position allows for flexibility while maintaining essential in-person collaboration with colleagues and supporting the IT infrastructure within Staffordshire.

Key Responsibilities

• Provide responsive and accurate IT support to end-users via phone, email, and in-person.
• Diagnose and resolve hardware, software, and network-related issues effectively.
• Install, configure, and maintain computer hardware, software, and peripherals.
• Document all support requests, troubleshooting steps, and resolutions in the ticketing system.
• Assist with user account management and access control.

Requirements

• Proven experience as a Helpdesk Analyst or in a similar IT support role.
• Solid understanding of computer systems, networks, and IT troubleshooting methodologies.
• Proficiency with operating systems (Windows/macOS) and standard office software.
• Excellent problem-solving skills and the ability to work under pressure.
• Strong communication and customer service skills, tailored for the Stoke-on-Trent locale.

Benefits

• Competitive salary and regular performance reviews.
• Hybrid working model offering a blend of office and remote work.
• Opportunities for further IT training and certifications.
• Comprehensive health and wellness benefits.
• A collaborative and supportive IT environment.