Helpdesk Analyst

About the Role

Our client is seeking an experienced Helpdesk Analyst to join their established remote team, serving clients in and around Edinburgh . This role is critical for providing essential technical assistance and support to users, ensuring the smooth operation of IT systems and services. You will be responsible for diagnosing and resolving a variety of technical issues, offering clear guidance and effective solutions. As a fully remote employee, you will benefit from the flexibility of working from home while collaborating closely with a supportive team. Your technical acumen and customer service skills will be key to maintaining high levels of user satisfaction and operational efficiency.

Key Responsibilities

• Provide remote technical assistance and support for hardware, software, and network issues.
• Respond to helpdesk tickets promptly and maintain accurate records of all support requests.
• Guide users through step-by-step solutions for technical problems.
• Escalate issues to senior IT staff when resolution is beyond the scope of first-level support.
• Contribute to the knowledge base by documenting common issues and their resolutions.

Requirements

• Minimum of 1-2 years of experience in a helpdesk or IT support role.
• Strong knowledge of computer hardware, operating systems (Windows, macOS), and common software applications.
• Familiarity with network troubleshooting and basic IT infrastructure concepts.
• Excellent communication and interpersonal skills, with the ability to explain technical details simply.
• Proven ability to work independently and manage workload effectively in a remote setting.

Benefits

• Competitive salary and regular performance reviews.
• Fully remote position with flexible working hours.
• Health, dental, and vision insurance plans.
• Opportunities for certifications and ongoing training in IT technologies.
• A collaborative and inclusive remote work culture.