Helpdesk Analyst

Description:

This role is in the IT sector
We are currently seeking an experienced Help Desk Analyst to join our growing IT support team. This is an excellent opportunity for a proactive and customer-focused individual with a minimum of 2 years' experience in a similar role.
The successful candidate will be responsible for providing first-line technical support, managing support tickets, and assisting with user account administration across the business.
Key Responsibilities
* Respond to and resolve IT support tickets in a timely manner.
* Provide first-line technical support to end users via phone, email, and remote support tools.
* Create, modify, and deactivate user accounts across various systems.
* Troubleshoot hardware, software, and network-related issues.
* Escalate complex technical issues to senior IT team members where necessary.
* Maintain accurate documentation of incidents, resolutions, and user requests.
* Support onboarding and offboarding processes for new and departing employees.
* Ensure high levels of customer service and user satisfaction at all times.
Requirements
* Minimum 2 years' experience working as a Help Desk Analyst, IT Support Analyst, or similar support role.
* Experience managing and resolving support tickets within an IT Service Desk environment.
* Previous experience creating and managing new user accounts and permissions.
* Strong knowledge of Microsoft Windows and Microsoft 365.
* Excellent troubleshooting and problem-solving skills.
* Strong communication and customer service abilities.
* Ability to prioritise workloads and work efficiently in a fast-paced environment.
Desirable Skills
* Experience with Active Directory and Azure Active Directory.
* Knowledge of ticketing systems such as ServiceNow, Jira, Zendesk, or similar.
* Understanding of networking fundamentals.
* IT certifications such as CompTIA A+, Microsoft Certifications, or ITIL