FAQs
What are the main responsibilities of the IT Helpdesk Support Analyst?
The main responsibilities include resolving user issues, providing excellent support and communication, maintaining the internal ITSM ticket system and asset database, managing starters and leavers, creating ‘how to’ guides, configuring and deploying new equipment, and assisting with project deployments.
What technical skills are required for this position?
Candidates should have good knowledge and experience of Windows 10, Office 365 applications, Active Directory, TCP/IP networking/WiFi, iPhone and MDM, as well as a good understanding of cyber-security.
What kind of support experience is necessary for this role?
A good level of experience in supporting in a 2nd line role is required for this position.
What personal skills are expected from the IT Helpdesk Support Analyst?
Excellent verbal and written communication skills, a methodical and logical approach to problem-solving, a "can do" attitude, and the ability to work independently as well as part of a team are essential.
How do you handle escalation of issues?
Issues should be escalated to the 3rd line support team when necessary, ensuring that user problems are resolved in a timely manner.
Is the IT Helpdesk Support Analyst involved in project deployments?
Yes, the IT Helpdesk Support Analyst will assist with project deployments as part of their responsibilities.
What is the importance of maintaining the asset database?
Maintaining the asset database is crucial for tracking equipment and ensuring that all IT assets are accounted for, which supports efficient resource management and planning.
Are there opportunities for creating educational content?
Yes, the IT Helpdesk Support Analyst is expected to create ‘how to’ guides for common end-user issues, which helps improve user knowledge and reduces repetitive support requests.