Job Ref: 214712156

Date: 2021-09-21 15:43:43

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IT First Line Help Desk Analyst – Circa £24K – Global Automotive Brand

First Line Analyst needed to report into the IT Service Desk Manager for a Global Automative Manufacture. They continue to drive success as one of the country's leading suppliers of heavy commercial vehicles. Salary up to £25,000 + Company Success Scheme + Excellent Benefits Package.

This role provide technical support to customers onsite or remotely via phone, email or web-portal. This includes diagnosing and troubleshooting IT issues as well as the fulfilment of IT requests. They invest considerably in staff development and training and you can expect to receive comprehensive training to provide opportunities for career progression not only in the UK but throughout our Global organisation.

Essential Duties and Job Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily, following defined and updated standards and guidelines.
Perform a range of technical work activities either remotely or onsite to meet the business's IT requirements.
Provide customer service to their network, ensuring a consistent experience
Work as part of a team to ensure incident and request service level performance targets are met
Ensure Service Desk knowledge is kept current, following instructions and procedures and flagging when there is a gap in knowledge
Understand and adhere to company policies and procedures, in particular our Information Security policies, ensuring there is no breach in IT security protocol
Escalate issues in line with Service Desk processes to ensure the customers' requirements are met
Adapt to a quickly changing IT environment, due to the nature of IT issues, needs, changes and events Provide guidance and support to colleagues who are less experienced

Knowledge, Skills and Abilities

Ability to diagnose and troubleshoot technical issues
Organised approach to work activities
Excellent problem solving, communication and interpersonal skills
Proven ability to work under pressure
Self- motivated and assertive
Flexible and adaptable to change
Proven experience in IT Desktop service environment
Experience in supporting current Microsoft operating systems, office suites
Proven experience in a customer service role

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