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Helpdesk Analyst - Remote Working

  • Location

    Southampton, Hampshire

  • Sector:

    Legal technology jobs

  • Job type:

    Remote

  • Salary:

    £15 - £18 per day

  • Contact:

    Tamisha Thomas

  • Contact email:

    tamisha.thomas@its-recruit.com

  • Job ref:

    CR/0000/SH_1584618056

  • Published:

    13 days ago

  • Duration:

    1-3 Months

  • Expiry date:

    2020-04-18

  • Startdate:

    ASAP

  • Client:

    Information Technology Services

Helpdesk Analyst - Remote Working

Helpdesk Analyst required to join a top professional services firm; the successful candidate will be required to provide remote 1st/2nd line support to 800+ users. You will be part of the 15 person IT Service Desk / Helpdesk providing support to users on MS Windows, Office, Active Directory, Citrix, Mobile Devices and other bespoke applications.

Responsibilities on the Service Desk include:

  • Acting as the first point of contact for all users Inc. Secretaries, PA's and VIPs
  • Managing large amounts of inbound and outbound calls in a timely manner
  • Recording Support Requests in the Call Logging System (ServiceNow)
  • Responding to requests by email and telephone
  • Identifying client's needs, clarify information, research every issue and providing solutions
  • Investigating Technical issues with PCs, Laptops, and Citrix Thin Clients
  • Handling How do I queries
  • Following the Major Incident Management Process
  • Supporting unified communications/collaboration tools (Teams/Skype)

Desirable Skills

  • Previous experience remote working within a Service Desk
  • Supporting Windows 7/10 and Office 2010/365
  • Experience working within a professional service environment (Finance, Accounting, Legal is desirable but not essential)
  • Excellent verbal and written communication skills are essential

To be successful you MUST have experience working remotely in a Helpdesk / Service Desk environment. You should have good knowledge of Windows 10 and Microsoft Office 365, as well as excellent troubleshooting skills.

A strong customer service approach is essential for this team as it's a "Work from home" opportunity - you should demonstrate the ability to handle customer relationships, manage expectations, and overall deliver a high level of service.

Helpdesk Analyst - Remote Working