Helpdesk Analyst

Helpdesk Analyst

Location - Birchwood (office based initially then hybrid)

Company - Growing IT Consultancy

Why - fast personal growth and development

The company are an IT Consultancy who provide secure and reliable hosting solutions for customers on private cloud. They are committed to delivering customised solutions using modern technology to meet all needs.

You will monitor the incident logging system for new tickets, performing initial diagnosis and applying fixes or where a solution is not available escalation to the 2nd line. The role also includes answering technical support phone calls and carrying out change requests on behalf of customers.

You'll need to triage high priority issues and provide directions/solutions to meet SLAs, actively supporting the customer in all aspects through to problem resolution while keeping them informed throughout.

Helpdesk Analyst - Responsibilities

• Monitor incident logging systems for new tickets

• Perform initial diagnosis, apply fixes or escalate

• Answer technical support calls and carry out change requests

• Support customer through to problem resolution Helpdesk Analyst - Requirements

• Knowledge of Windows Server 2016 - 2025 configuration, monitoring and troubleshooting Hyper-V (through experience or degree)

• Basic use of GUI tools to perform troubleshooting

• Any knowledge of MS Exchange 2013+, SQL Server 2016+, Office365 Exchange/Azure or Nutanix, beneficial but not essential

• Strong verbal and written English

• Excellent problem solving and troubleshooting skills and the ability to use various tools and methodologies to analyse problems and develop solutions

• Strong desire to learn new skills and that you throw yourself into new situations, always being keen to pick up new responsibilities and meet new challenges.

All offers of employment are subject to a Right to Work Check, and an enhanced DBS and background check. Options for extra compensation for on-call and shift pattern work after probation.

For more information, please contact Katie at Matched Group.

IT Support / 1st Line Support / Help Desk Support / Service Desk Support