IT Helpdesk Support Analyst (1st / 2nd line)

Oct 11, 2018

Smart Solutions are looking for a dynamic and driven person to join us in a technical support role.

IT Helpdesk Analyst (1st / 2nd line)

Job Responsibilities

  • Providing first/second line technical support and administration, remotely or on-site.
  • Taking an active role in incident/problem/request fulfilment, in line with Service Level Agreements.
  • Take ownership of an incident, ensuring customers and users are provided with accurate and timely updated information relating to their reported incident/request.
  • Maintaining accurate activity updates within the ticketing system.
  • Producing technical support documentation.
  • Advise and assist colleagues in the resolution of incidents logged.

The Person

  • 1st/2nd line helpdesk analyst with excellent customer facing and technical skills.
  • Experience within a service desk or technical support environment supported by an understanding of ITIL best practice
  • Educated to A Level or BTEC/GNVQ level, degree an advantage
  • Interested in undertaking, amongst others, Microsoft, Swyx, Watchguard and Veeam accreditation’s.
  • Excellent problem resolution skills.
  • Experience with Microsoft Server 2016, RDS/Citrix environments, Microsoft Exchange 2013/2016, Office 365, Azure/AWS, IP Telephony and Firewalls, would be desirable.
  • Calmness under pressure is essential and good team skills are required.

Please send a covering letter and CV to if you are interested.

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