IT Support/Helpdesk Analyst

London (Greater)
£23k per year + Good Benefits
03 Apr 2017
01 May 2017
Tony Yerasimou
Job function
Full Time
Contract Type
IT Support/Helpdesk Analyst

South West/Centrral London

£23,000 + Benefits

My client is a leading travel company seeking an IT Support/Helpdesk Analyst to support their IT users across both the UK and across Europe.

A minimum of one years experience in a similar role is essential

IT Support/Helpdesk Analyst Key Responsibilities and Accountabilities

  • To be part of a proactive team of support staff responsible for delivering a high quality, customer-focused professional service.
  • Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
  • Liaise with IT ‘customers’ on reported faults to keep them updated on progress, fostering and maintaining effective working relationships at all times.
  • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Prioritise and schedule problems. Escalate problems when unable to resolve to senior support staff and/or third party suppliers. Perform post-resolution follow-ups to help requests.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Perform preventative maintenance on workstations, printers, and peripherals.
  • To provide basic training for staff in the use IT Systems including Business software, general applications and hardware.
  • Develop help sheets and frequently asked questions lists for end users.

IT Support/Helpdesk Analyst Knowledge & Skill Requirements

  • Recent and relevant experience on an IT Helpdesk/Service Desk or in an end user support role is essential.
  • Recent experience of providing support for MS Office Users is essential.
  • Excellent working knowledge of Microsoft Windows and Microsoft Office products including Windows 7, Windows 10 and Microsoft Office products (Word, Excel, PowerPoint, and Outlook) is essential.
  • Good understanding of Server Operating Systems and Networking including some or all of the following:

- Windows 2008/20012 Server Administration, Exchange Server administration, Active Directory, user account setup and administration, DHCP, WINS, IIS.

- Basic network troubleshooting including TCP/IP utilities and configurations e.g. DOS troubleshooting commands and utilities.

  • Good understanding of IT hardware and network software systems including:

- Dell laptop, desktop and servers, Apple Mac, PC and notebooks

- Hardware –switches, hubs, MFC Printers, printers, routers, wireless networking products and other peripheral equipment

  • Experience of supporting some or all of the following software applications:

- Photoshop, Adobe CS, Adobe Acrobat, Dreamweaver, MS Vision, MS Project.

  • Experience of supporting and administering databases running on the following database software

- MS SQL server, Oracle and MS Access

IT Support/Helpdesk Analyst Salary and Benefits

  • Base salary of £23,000
  • Pension
  • 22 days annual leave rising by one day per year of service
  • Discounted travel

To apply for this IT Support/Helpdesk Analyst Knowledge & Skill Requirements, please email your CV to for an immediate interview.

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