Helpdesk Analyst

Description:

Your Experience

• 3rd level IT qualification
• 2 years’ experience in similar role
• Good knowledge of MS Windows 11 - installation, configuration, and troubleshooting
• Experience supporting standard office applications (including Microsoft suite)
• Microsoft Azure/Identity and M365 administration
• Familiarity with Microsoft Server and Active Directory (end user /group management)
• Knowledge of file sharing (server or One Drive) and printing over network.
• Understanding of Networking concepts - WAN, LAN, TCP/IP, DHCP, DNS.
• Use of Microsoft Intune/Autopilot desirable
• Basic experience with PC hardware (replacing hard drives, memory upgrades)

Your Role & Competencies

• Provide dedicated telephone, email, and desk-side support to all users.
• Troubleshoot hardware, software, telephony, and network issues as they arise.
• Record, prioritise, assign, and manage all service requests and incidents according to SLA’s.
• Liaise with Level 2 support, 3rd party support partners, and other business units to facilitate