Junior Helpdesk Analyst

Junior Helpdesk Analyst

Location: Dartford

Department: Group IT

Reports to: IT Helpdesk Manager

Introduction:

We are looking for a Junior Helpdesk Analyst to join our IT team in Dartford. This role is ideal for someone passionate about providing IT support and eager to develop their skills in a supportive environment. You will be the first point of contact for technical issues, troubleshooting a range of IT problems and helping to keep our systems running smoothly. If you're ready to take the next step in your IT career and want to be part of a dynamic team, this could be the perfect opportunity for you.

Main Duties:

As a Junior Helpdesk Analyst, you will play a crucial role in providing day-to-day technical support to our business and end users. Your responsibilities will include:

• Serving as the first point of contact for IT support, to remote and on-site users who utilise Office365, Azure Active Directory and IT equipment, such as; laptops, phones, tablets, printers and scanners.
• Handling customer incidents and service requests via phone and email, ensuring a professional and timely response.
• Performing remote troubleshooting using diagnostic techniques to determine solutions and escalating issues when necessary.
• Managing the internal ticketing system, creating detailed records of issues and ensuring no ticket duplication.
• Updating users on the progress of their queries and ensuring solutions are communicated clearly.
• Maintaining accurate records of customer interactions and technical issues.
• Assisting in creating and updating knowledge base articles for common queries.
• Repairing and replacing equipment such as computers, printers, CCTV, and warehouse scanners.
• Monitoring IT systems to prevent errors from impacting business operations and addressing issues proactively.
• Collaborating with third-party IT departments when necessary.
• Participating in on-call support when required.

What are we looking for?

We are seeking someone who is enthusiastic about IT and providing excellent customer service. The ideal candidate will:

• Have a basic understanding of Office365, Azure Active Directory, computer systems, mobile devices, and other tech products.
• Be able to diagnose and resolve basic technical issues independently and efficiently.
• Possess strong communication skills, both written and verbal.
• Demonstrate problem-solving skills with great attention to detail.
• Be able to work both independently and as part of a team.
• Show a customer-focused attitude and patience in resolving issues.

Preferred Experience:

While previous experience in a helpdesk or customer support role is desired, it is not essential. Familiarity with remote desktop applications and helpdesk software will be an advantage.

Summary:

This Junior Helpdesk Analyst role is perfect for someone looking to start or develop their IT career in a collaborative and supportive environment. You will gain hands-on experience solving a variety of IT issues and work closely with experienced colleagues, making it an excellent opportunity to grow your technical skills. If you are passionate about technology, customer service, and are eager to learn, we encourage you to apply.

Established in Didsbury, Connexa Technology Ltd is becoming one of the UK's fastest growing IT and Technology recruitment companies.

People. Technology. Connected.

Connexa Technology is acting as an Employment Agency in relation to this vacancy.