Helpdesk Analyst

JOB TYPE: PERMANENT

JOB ID: 41565

SALARY TYPE: ANNUAL

SALARY RANGE: From GBP £26,000.00 to GBP £28,000.00

Vacancies: 1

ADDED DATE: 24-07-2024

JOB DESCRIPTION:

Helpdesk Analyst

On site- Monday to Friday Farnborough

35-hour working week position (7hrs per day)

Upto £28k per annum + bonus

Hours are fulfilled between 08:00 to 18:00 Mon to Fri on a shift rota

 

Lucid connect are working with an IT Services provider and are working with them in their search for a Helpdesk Analyst. The Help Desk Team Analyst is the face of our client and needs to have great customer service skills, in addition to a fundamental technical understanding of IT support, to ensure that each contact from a customer is the best possible experience for the end user. The role is 100% customer facing and must be mindful of queuing calls, aging tickets and when to escalate tickets to 2nd or 3rd Line support. 

 

This role takes calls from the customer, raises and responds to tickets in order to, where possible, provide a first-time fix for the user’s issue. It is expected that remote tools will be used in most cases to undertake triage and capture any screen shots of error messages, to assist other teams in the resolution of a ticket. 

 

Provide support in both hybrid and cloud-based (M365) environments via Active Directory, Exchange Admin Centre and the M365 Admin Centres is a core component of the day-to-day Help desk team’s work. 

 

Roles and responsibilities

• Answering calls from users in a professional and polite manner 
• Raising incident and service request tickets on behalf of users 
• Capturing all required information relating to the user’s issue/request 
• Triaging and prioritising tickets in their own and the teams’ overall queue 
• Responding to and resolving tickets within each customer’s agreed SLA 
• Escalating tickets to 2nd line, 3rd line or 3rd party suppliers as required 
  Endeavouring to resolve tickets as FTF (First Time Fix) wherever possible 
• Producing internal support articles for the team to aid in ticket FTF 
• Producing customer-facing user guides 
• User administration in Active Directory 
• User administration in Entra ID / M365 Admin Centre 
• Mailbox administration in Exchange Admin Console / Exchange Online 
• Teams support and troubleshooting using Teams Admin Centre 
• SharePoint support and troubleshooting using SharePoint Admin Centre 
• Endpoint device troubleshooting using InTune Admin Centre 

 

Qualifications and requirements 

Essential 

• A good understanding of incident management tools/ticket systems 
• Excellent technical understanding and practical experience of supporting users in Microsoft environments (hybrid and cloud) 
• Knowledge of incident, problem, request and change management 
• Ability to use logic and reasoning to troubleshoot and resolve incidents on own initiative 
• Excellent communication skills 
• Excellent customer service skills 

 

Desirable 

• Experience using Fresh Desk/Fresh Service ticket management system 
• Experience supporting MacOS and iOS devices in a business environment 
• Experience supporting G-Suite applications in a business environment 
• Experience supporting SharePoint document libraries 
• Comp TIA A+ certificate 
• MS-900: M365 fundamentals certificate 
• AZ-900: Azure fundamentals certificate 
• ITIL Foundation certificate