Helpdesk Analyst

Helpdesk Analyst- London- 6 months- £170-£210 Umbrella

A global technology company are looking for an experienced Helpdesk Analyst to join their team on an initial 6 month assignment. The successful candidate will serve as the first point of contact for employees; providing high-quality technical support via phone and chat. You will be responsible for diagnosing, triaging, and resolving a wide range of hardware and software issues. This role involves user onboarding, asset management, event and infrastructure support, ensuring our workforce remains productive and connected.

Responsibilities:

Technical Support & Incident Management

• Global Support: Provide front-line support to global customers via calls and chat, adhering to Service Management principles.
• Triage & Resolution: Diagnose, assess, and triage incidents. Identify problems in computer systems and provide technical solutions with a goal of 90% First Call Resolution.
• Troubleshooting: Expertly troubleshoot OS issues (BSOD, App Crashing, Performance tuning), VPN connectivity, and networking basics.
• Incident Lifecycle: Take ownership of employee issues from start to finish. If escalation is required, monitor the progress of the ticket and maintain communication with the user.
• Restoration: Quickly restore user laptops and applications to normal operation to minimize downtime.

Onboarding, Training & Knowledge

• New Hire Setup: Facilitate the setup of workstations for new employees, ensuring all hardware and software is configured correctly.
• User Training: Assist and train new and existing employees on how to utilize system software, key applications, and collaboration tools.
• Documentation: Create and maintain Knowledge Base articles and process documentation. Advising users on appropriate courses of action.
• Team Collaboration: Communicate call trends and technical challenges during team meetings.

Operations, Assets & Infrastructure

• Asset Management: Handle vendor and asset management tasks; including stock take of IT assets and tracking inventory.
• Maintenance: Perform installation, upgrades, and maintenance of software, hardware, and peripherals. Keep systems up to date with the latest security patches and upgrades.
• AV & Projects: Provide ad-hoc support for meeting rooms & events as well as infrastructure and peripherals. Demonstrate the ability to take on small IT projects from start to finish.

Skills/ Experience:

• 1+ year of experience in a fast-paced help desk environment.
• Demonstrated experience supporting global users in a remote/hybrid environment.

Technical Competencies

• ITSM Tools: Proficiency with ServiceNow (ticket management, workflows).
• Identity & Access: Strong knowledge of Active Directory (user management, group policies).
• Operating Systems: Solid understanding of Windows 11, macOS, iOS and Android.
• Productivity Suite: Deep understanding of Office 365 and Google administration and support.
• Collaboration Tools: Support experience with Slack, Zoom, and file sharing platforms (Google Drive).
• Remote Support: Experience using remote takeover tools (LogMeIn, Zoom, etc.).
• Networking Basics: (DNS, DHCP, TCP/IP), and VPN configuration.

Soft Skills & Methodologies

• Communication: Excellent verbal and written communication skills; ability to explain technical concepts to non-technical users.
• Customer Service: A high degree of customer service orientation with a focus on user satisfaction.
• Process: Understanding of ITIL basics (Incident, Problem, and Change management).

Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.

We practice a diverse and inclusive recruitment process that ensures equal opportunity for all we work with, irrespective of race, sexual orientation, mental or physical disability, age or gender. As an organisation, we encourage applications from all backgrounds and will ensure measures are met when required, to allow a fair process throughout.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.