AMS Helpdesk Analyst

AMS Helpdesk Analyst focuses on test, or improve systems according to the role and technology stack.

What the role involves

• Test, or improve systems according to the role and technology stack.
• AMS Helpdesk Analyst focuses on build.
• Work through technical issues carefully and keep delivery, documentation, or support activity organised.

Skills and requirements

• Assist with the management of the Helpdesk system by taking ownership of new ticket and email allocation and monitoring.
• Review all Helpdesk tickets within Helpdesk tool, progressing with tickets, escalating any concerns or discrepancies with the relevant stakeholders to resolve.
• Gather process and IS requirements from customers and create suitable documentation in order to capture the information in a structured way.
• Ensure information for ticket, SLA table and client data remains accurate and that the data is appropriately updated to ensure accuracy is maintained.

Confirmed role details

• Hybrid, Skelmersdale based.
• Excellent basic salary, plus on-call allowance and benefits.

Candidate fit

• Patience, troubleshooting discipline, clear communication, and accurate ticket handling.

Additional role context

• 40 hours per week.
• Week 1: 6am – 2.30pm, Week 2: 9am – 5.30pm, Week 3: 1.30pm - 10pm.