An opportunity has arisen for a Junior IT Support Analyst with the right outgoing mind-set to join the IT Helpdesk Team.
The Junior IT Support Analyst will provide 1st line support, predominantly via telephone, face to face and via email and handling the resulting Incidents or Service Requests. The majority of resolutions are completed "remotely".
To be considered for this role you have a passion for and interest in IT and must have previous experience of working in a phone based customer service environment, taking care of a customer's needs by providing and delivering professional, helpful, high quality service and assistance.
Working with 2nd Line Analysts you will gain full training and mentoring to progress with your technical skills and career in general.
Reporting to the IT Support Team Leader and based in Snodland, the applicant will need to occasionally travel to other offices when required and provide training to users.
Investigate, escalate or resolve IT issues within established service level agreements
Keep users informed on the progress of their incident, communicating clearly and effectively in non-technical terms
Maintain desktop hardware and software assets.
Assist with the support and maintenance of the IT infrastructure when required.
Ensure phone coverage of the IT Helpdesk when assigned, ensuring all calls and requests for work are logged
Basic Active Directory administration. Creating user accounts and mailboxes, reset passwords, create groups etc.
Maintain Helpdesk Knowledge Base articles and guides.
Complete IT projects alongside day-to-day responsibilities
Person / Technical Specification:
Windows Operating Systems
MS Office - 2013
Able to demonstrate the ability to diagnose and troubleshoot customer issues
Initiative to seek information
1 years phone based Customer Service experience
Projects a positive, friendly and professional image in person and on the phone
Have or plan to work towards a qualification in IT
Demonstrate a passion for customer service
Reliable and flexible
Good team player
Ability to work proactively, under pressure and independently with minimal direction
Ability to remain calm under pressure and handle challenging customers
Good organisational skill, time management and ability to multi-task and prioritise to meet targets and deadlines.
Must have a full UK driving license.
Please be aware that in this position some manual handling work will be required.
This post is subject to a basic criminal records check and the Right to Work in the UK.
In return, we offer a competitive salary, a minimum of 25 days annual leave, a stakeholder pension scheme in which the maximum Company contribution is 10% and a life assurance scheme.
Please note, we reserve the right to close or extend this position depending on application numbers. Therefore we would urge candidates to submit an application as early as possible.