Connecting to LinkedIn...

IT Help Desk Analyst - 1st/2nd Line Support - Remote/Onsite

Job Title: IT Help Desk Analyst - 1st/2nd Line Support - Remote/Onsite
Contract Type: Temporary
Location: Coventry, West Midlands
Salary: £125 - £150 per day
Start Date: Immediately
Duration: 4 weeks
REF: HLPDSK 23_1538760133
Contact Name: Ellise Fleming
Contact Email:
Job Published: about 2 years ago

Job Description

Our client has an opening for a temporary IT Helpdesk Analyst based at its offices in Nuneaton, Warwickshire. There is a planned office move to Coventry at the end of October 2018. The contract is for 4 weeks tbc and involves a bonus to be on call for weekends.

The Primary objective of this role is to deliver a quality 1st line support service for the various IT systems across the companies HQ and stores throughout Coventry, Warwickshire, South Leicestershire and Northamptonshire.

The IT department is a dynamic environment with numerous challenges in supporting the various technologies and services and transitioning to Microsoft Azure and Office 365.

Please note - This role requires a driver with full driving license and own transport for visiting company sites as above.


  • Providing 1st/2nd Line support (remote/onsite) to all users across Head Office, Food and Funeral divisions via telephone/email with assisted guidance from IT Technical Lead and associated 3rd parties.
  • Close attention to Helpdesk queue, aged tickets and service level agreements (SLA's); setting a clear expectation to users and proactive escalation to IT Manager.
  • Management of IT Helpdesk group mailbox, ensuring timely responses.
  • Crystal report writing for key stakeholders on an adhoc basis.
  • User account administration
  • Tape back-up status monitoring, security, storage and associated documentation.
  • Installation, moves and changes of IT equipment including telephony.
  • Installation of software and maintenance of software/hardware inventory including Food stores and Funeral branches.
  • Installation of software patches and service packs (under guidance from IT Technical Lead).
  • Ensuring that the configuration management database and request for change log is kept up to date.
  • Keeping up to date with the latest technologies and ensuring that training is kept up to date

Essential Skills/Experience required

  • At least 6 month's 1st Line support experience within a help desk/service desk; retail an advantage.
  • An understanding of EPOS, printer support and break fix elements.
  • Proven track record of providing high quality customer service and communication skills.
  • Logical problem solving through to resolution.
  • An understanding of network infrastructure.
  • Android and iOS configuration skills desirable.
  • An IT or Customer Service qualification would be desirable (i.e. ITIL Foundation, CompTIA A+ etc.).
  • Work well as part of a team, supporting colleagues through knowledge transition.
  • Good working knowledge of Crystal Reports and Wordpress desirable.
  • Full UK Driving License and own transport

Required Competencies

  • Communication & Impact - strong verbal and written communication essential when detailing incident logs and interaction with users including key stakeholders.
  • Effective Listening - ability to gauge users understanding, being approachable and empathizing with user base
  • Organized & Methodical - Analytical approach to problem solving
  • Teamwork - self-motivated, works well with others and actively contributes to team objectives
  • Innovation & Problem Solving - ability to think logically and analytically to overcome problems, encourages continuous improvement
  • Productivity & Drive - proactive approach, demonstrates accountability and ownership, prioritises own workload and complete tasks unsupervised
  • Customer Service & Empathy - delivering excellent customer service through a natural customer facing ability and a sensitive approach to the working environment when visiting funeral branches.
  • Adaptability - ability to work under pressure, work to strict deadlines, demonstrate flexibility and positivity during times of change.