We are looking for a Helpdesk Analyst to join the IT team at our Crewe Head Office, working full time from the office.
With at least 12 months relevant experience of providing 1st level IT support you’ll be part of a small customer-service focused team delivering support to more than 900 users across the North West and North Midlands area.
Based in our Crewe HQ you will provide telephone and deskside support to our user community with occasional visits to sites to provide proactive ‘floor walking’ support.
Your usual hours of work will be 37.5 hours per week, Monday to Friday, 8:30 - 17:00. You will also participate in On Call out of hours on a rota basis.
You will report to the Helpdesk Team Leader.
As an active and important part of our IT team you will be responsible for providing triage and 1st level support. You will:
Work as part of a small team to provide support services to resolve IT incidents and problems with hardware, software and infrastructure.
Have good troubleshooting skills to manage day to day support requests.
Ensure helpdesk calls are logged efficiently and resolved in line with service level agreement.
Resolve configuration, usage and deployment issues.
Escalate calls to technical support teams and de-escalate where required.
Escalate priority issues.
Provide additional technical support to users to help them get the most from the technology stack.
Keep inventory, asset and license management up to date and accurate.
Help with periodic reporting and analysis on call volumes, SLAs + root-cause analysis.
Create documentation and user knowledge base material.
Understand business drivers and how technology is used.
Essential Skills:
At least 12 months experience of providing support services.
Good telephone manner.
A good working knowledge of the following technologies:
Microsoft Windows 10/11
Microsoft Office 365
Microsoft M365
Microsoft Teams / SharePoint
Dell PC, Laptop and Apple / Android mobile devices
Networking infrastructures.
You’ll be a self-motivated problem solver.
Ability to work under pressure and targets.
Ability to work both in a team and on your own at times.
Good verbal and written communication skills.
Reliable and organised.
Strong customer care skills.
Driving licence is essential.
Preferred Skills:
Knowledge of Keyloop’s Kerridge DMS system would be an advantage.
Knowledge of ‘ManageEngine’ Service Desk Plus V14 would be extremely helpful.
Experience of working within the automotive or retail sector would be beneficial.
Experience of working within an ITIL framework or similar would be an advantage.
When you join Swansway, you’re joining a family; so, if you enjoy, and thrive, in an inclusive family atmosphere, apply to join us now!
#J-18808-Ljbffr
With at least 12 months relevant experience of providing 1st level IT support you’ll be part of a small customer-service focused team delivering support to more than 900 users across the North West and North Midlands area.
Based in our Crewe HQ you will provide telephone and deskside support to our user community with occasional visits to sites to provide proactive ‘floor walking’ support.
Your usual hours of work will be 37.5 hours per week, Monday to Friday, 8:30 - 17:00. You will also participate in On Call out of hours on a rota basis.
You will report to the Helpdesk Team Leader.
As an active and important part of our IT team you will be responsible for providing triage and 1st level support. You will:
Work as part of a small team to provide support services to resolve IT incidents and problems with hardware, software and infrastructure.
Have good troubleshooting skills to manage day to day support requests.
Ensure helpdesk calls are logged efficiently and resolved in line with service level agreement.
Resolve configuration, usage and deployment issues.
Escalate calls to technical support teams and de-escalate where required.
Escalate priority issues.
Provide additional technical support to users to help them get the most from the technology stack.
Keep inventory, asset and license management up to date and accurate.
Help with periodic reporting and analysis on call volumes, SLAs + root-cause analysis.
Create documentation and user knowledge base material.
Understand business drivers and how technology is used.
Essential Skills:
At least 12 months experience of providing support services.
Good telephone manner.
A good working knowledge of the following technologies:
Microsoft Windows 10/11
Microsoft Office 365
Microsoft M365
Microsoft Teams / SharePoint
Dell PC, Laptop and Apple / Android mobile devices
Networking infrastructures.
You’ll be a self-motivated problem solver.
Ability to work under pressure and targets.
Ability to work both in a team and on your own at times.
Good verbal and written communication skills.
Reliable and organised.
Strong customer care skills.
Driving licence is essential.
Preferred Skills:
Knowledge of Keyloop’s Kerridge DMS system would be an advantage.
Knowledge of ‘ManageEngine’ Service Desk Plus V14 would be extremely helpful.
Experience of working within the automotive or retail sector would be beneficial.
Experience of working within an ITIL framework or similar would be an advantage.
When you join Swansway, you’re joining a family; so, if you enjoy, and thrive, in an inclusive family atmosphere, apply to join us now!
#J-18808-Ljbffr
