Help Desk Analyst

Help Desk Analyst

Contract Duration: 3 Months

Location: Warrington, UK

Job Type: Onsite

Experience Required: 1+ Years

Job Summary

The Help Desk Analyst plays a critical role in providing frontline technical support to end users by resolving issues related to computer systems, software, and hardware. This role involves handling user queries through various channels, including phone, email, and remote support tools, while ensuring timely and effective resolution of technical problems.

The ideal candidate should possess strong troubleshooting abilities, excellent communication skills, and a customer-focused approach to supporting users efficiently.

Key Responsibilities

• Provide technical assistance and support for incoming queries related to computer systems, software, and hardware.
• Respond to user inquiries via phone, email, or remote access tools in a timely and professional manner.
• Diagnose, troubleshoot, and resolve basic technical issues while minimizing disruption to user operations.
• Install, configure, and update software applications, and perform remote hardware troubleshooting when required.
• Execute system commands and monitor system performance to ensure proper functionality and identify irregularities.
• Maintain accurate documentation of support requests, issue resolutions, system problems, and installation activities.
• Review technical manuals and collaborate with users to better understand and resolve technical concerns effectively.
• Perform basic computer diagnostics and escalate complex issues to higher-level support teams when necessary.
• Ensure adherence to service level agreements (SLAs) and maintain a high level of customer satisfaction.

Required Qualifications

• Associate’s degree in Computer Science, Information Technology, or a related field (or equivalent training/experience).
• 1+ years of experience in a technical support or help desk environment.
• Strong verbal and written communication skills.
• Excellent problem-solving and analytical abilities.
• Customer service-oriented mindset with strong interpersonal skills.
• Ability to work independently and manage time effectively.

Technical Skills

• Basic knowledge of computer hardware, operating systems, and software applications.
• Familiarity with configuration management tools and desktop support software.
• Understanding of internet technologies and directory services.
• Exposure to remote support tools and troubleshooting techniques.
• Ability to support and navigate common operating systems such as Windows and macOS.