Helpdesk Analyst
Role Overview
The Helpdesk Analyst supports the smooth operation of systems and provides essential technical support to internal colleagues.
The role is based in Swansea, Wales, with three days per week in the office.
The position is 37.5 hours per week and reports to the Helpdesk Team Leader.
Key Skills for This Role
Full Job Posting
Role overview
The Helpdesk Analyst supports the smooth operation of systems and provides essential technical support to internal colleagues.
The role is based in Swansea, Wales, with three days per week in the office.
The position is 37.5 hours per week and reports to the Helpdesk Team Leader.
Compensation
- Salary is up to £27,000 per annum.
Responsibilities
- Provide timely first-line IT support for internal user queries and incidents.
- Create, delete, and amend user accounts across IT systems and platforms.
- Investigate and resolve basic IT issues and provide workarounds where appropriate.
- Document ticket status and actions taken, and escalate complex issues.
- Recognize and report support trends.
- Assist with User Acceptance Testing and IT maintenance tasks.
- Maintain accurate IT asset records.
Essential requirements
- At least one year of customer service experience.
- Strong communication and interpersonal skills for supporting non-technical users.
- A proactive problem-solving mindset.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
- Basic IT literacy and willingness to learn IT systems and troubleshooting techniques.
- Ability to work effectively within a team and escalate issues when necessary.
- Honesty, reliability, trustworthiness, and commitment to excellent service.
Desirable experience
- Experience in a care-sector or similar service-driven environment.
- Familiarity with Microsoft Office Suite, including Outlook, Teams, Word, and Excel.
- Basic IT experience such as setting up user accounts or troubleshooting simple issues.
Support and benefits
- The employer offers recognition, social, financial, and emotional wellbeing support.
- Training and development opportunities are available.
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