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Helpdesk Support Analyst Job Description
Free Helpdesk job description provided by CV Screen the specialist IT Recruiter.
Established in 2000, CV Screen is a specialist IT Recruitment Agency which has provided cost effective resourcing solutions to a host of well known organisations such as GlaxoSmithkline, Links of London and John Lewis
With fees of 12.5% of the basic salary and a large database of IT professionals throughout the UK, CV Screen is sure to be able to assist you when are looking to recruit for an Helpdesk Analyst.
Please don't hesitate to contact us on 0845 200 8170 for further information.
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Helpdesk Support Analyst Job Description |
- To provide first line helpdesk support to external customers, assisting them with hardware and software problems via phone, email or fax.
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Duties and Responsibilities |
- To provide 1st line technical support; answering support queries via phone, email and fax.
- To maintain a high degree of customer service for all support queries and adhere to all service management principles.
- To take ownership of user problems and be proactive when dealing with user issues.
- To log all calls on the call logging system.
- Respond to enquiries from clients and help them resolve and hardware or software problems.
- Maintain a log of any software or hardware problems detected.
- Support users in the use of Computer equipment by providing necessary training and advice.
- To allocate more complex calls to the relevant IT Support member.
- To arrange for external technical support where problems cannot be resolved in house.
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Skills / Attributes Required |
- Previous Helpdesk (telephone support) experience.
- Excellent telephone manner.
- Experience of using call logging software.
- Strong knowledge of Microsoft based operating systems with emphasis on Windows 2000 / 2003
- Experience with using and troubleshooting Outlook 2000 within a network environment (permissions, calendar sharing, delegation)
- Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.
- Basic understanding of PC hardware set-up and configuration.
- MCP certification would be desirable.
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Salary / Benefits Package |
Up to £18,000 plus Pension and 25 days holiday |
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Need help recruiting for a Helpdesk Analyst?
If you should require any assistance in recruiting for a Helpdesk Support Analyst, please don't hesitate to contact us on 0845 200 8170.
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Related Pages: Helpdesk Jobs |
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