Description
Junior Helpdesk Support Analyst - 3 Month contract - Hertfordshire & Bedfordshire - Outside IR35
We are supporting our client to recruit Junior Helpdesk Support Analysts to work across Hertfordshire, Bedfordshire & Luton sites. You will provide an exceptional customer focused 1st line, advice, guidance and technical support to the customers and log, triage, resolve where possible, and escalate calls to relevant 2nd or 3rd line support teams.
Duties
The Service Desk is the first point of contact, Information received is often complex and has to be recorded on the Service Management Tool and communicated using advanced communication and relationship skills, often in a pressurised and fast-paced environment.
The ability to communicate technical information to non-technical people.
Advising of solutions to enable an informed direction of the service desk.
Providing solutions to enhance customer experience (eg user guides [technical and non-technical], FAQ's, other Intranet articles, and demonstrations [face to face and via video]
Analysts have access to sensitive and confidential information and therefore it is essential that they are able to respond appropriately and empathetically maintaining high levels of confidentiality at all times.
Provide training and guidance to customers on the use of IT Software, Hardware and IT/Information Governance policies.
Attending and participating with road shows and ICT clinics for customers as required.