Helpdesk Support Analyst

About the Role

Our client is seeking a skilled and responsive Helpdesk Support Analyst to join their IT department, operating remotely but based out of Bristol . This critical role involves providing first-line technical support to users, ensuring the swift resolution of IT issues and maintaining system productivity. You will be part of a forward-thinking IT team that values efficiency, technical proficiency, and excellent user support. This position is fully remote, offering a fantastic opportunity for IT professionals who thrive in a flexible working environment and are committed to delivering high-quality technical assistance.

Key Responsibilities

• Provide first-line technical support to users via phone, email, and remote assistance tools.
• Diagnose and resolve hardware, software, and network-related issues efficiently.
• Log all support requests and resolutions accurately in the helpdesk ticketing system.
• Escalate unresolved issues to senior IT staff or specialized teams.
• Assist with user account management and access permissions.
• Contribute to the knowledge base by creating and updating support articles.

Requirements

• Previous experience in a helpdesk or technical support role.
• Proficiency with Windows and macOS operating systems.
• Familiarity with common office productivity software and networking concepts.
• Excellent problem-solving and analytical skills.
• Strong communication and customer service skills, with the ability to explain technical information clearly.
• Experience with remote support tools is essential.

Benefits

• Competitive salary and performance-based bonuses.
• Fully remote working arrangement with flexibility.
• Opportunities for IT training and certifications.
• Comprehensive health insurance and retirement plan.
• A collaborative team environment focused on innovation and user support.
• Generous annual leave and potential for flexible hours.