Helpdesk Analyst

Bond Recruitment
19000.00 - 21000.00 GBP Annual
12 Oct 2019
28 Oct 2019
Contract Type

Job Title: Helpdesk Analyst
Location: Leominster
Salary: GBP19,000 - GBP21,500 pa

Ref 02465

02465 - Helpdesk Analyst - Leominster, Herefordshire - GBP19,000 - GBP21,500 pa
Key Accountabilities/Responsibilities

  • Answer Helpdesk support calls, providing 1stsupport during normal business hours and participating in an out of hours support service (on a rota)
  • Liaise with internal users to resolve problems and queries
  • Liaise with customers and 3rdas and when required, to resolve problems and queries
  • Manage support requests coming into the department, engaging with internal support teams (as appropriate), ensuring that the service delivered is within agreed service levels
  • Analyse support requests and participate in creating/improving Helpdesk 1stresponse processes and procedures
  • Create and maintain relevant team documentation, work instructions, FAQs and support guides
  • Work closely with internal users to identify support or change requirements, where appropriate recommend possible solutions, for systems within your remit
  • Ensure Helpdesk performance is measured and reported in a timely fashion via agreed departmental processes
  • Attend internal and external meetings to represent the department and/or Company
  • Attend training courses as required and ensure that professional qualifications (where relevant) are kept up to date
  • Work safely at all times with due regard for yourself, visitors, contractors and work colleagues. Comply with the Company Health and Safety policy and procedures
  • Any other duties as required to meet the business needs of the department

Knowledge & Skills

  • Demonstrate expertise in the provision of 1stIT support services
  • A basic understanding of the technology components (application and infrastructure) utilised in an eCommerce environment
  • Customer Service skills and the use of a call logging system
  • Working knowledge of Windows 7, Office 2010, Server 2003, 2008 and 2012, Active Directory, Exchange
  • PC hardware and software maintenance and upgrades
  • Qualification in a related field
  • Excellent Customer Care skills
  • Ability to prioritiseworkload to meet company and departmental deadlines
  • Problem solver
  • Excellent communication skills


  • Previous experience in a helpdesk role
  • Experience in working within an Agile environment
  • Some experience of application and database support
  • Exposure to e-commerce, the Internet and Website hosting
  • Technical certification
  • Basic understanding of network technologies (LAN, WAN, SAN) and related services (firewall, anti-virus)
  • Strong administrative background