Help Desk Analyst

Help Desk Analyst

Milton Keynes

Hybrid available

Permanent

Full time 35 hours per week

Shifts: Monday - Friday 8am - 4pm or 9.15-5.15pm

£35,000

Join our team

ICAEW's IT team is at the forefront of supporting our employees with the technology solutions they require to ensure we are delivering the best lifelong journey to our students and members. To support our activity in this area we are currently looking for a new Help Desk Analyst to join the team and contribute to the great service the helpdesk has always been known for delivering.

Role Profile

To provide 1st and 2nd line technical support to end users on various technical issues and problems relating to hardware, software and peripherals. Able to respond to, documenting and resolving service tickets in a timely manner according to SLA.

Responsibilities include:

• Manage customer IT problems as part of a team, and resolve the problem for the customer where applicable
• Ensure escalation of 2nd line issues in a timely manner
• Maintain and apply a thorough up-to-date understanding of the IT products, services and information required to provide relevant, accurate and reliable advice to customers.
• Contribute to departmental and team understanding of customer needs and expectations with a view to supporting others in ensuring ITD continuously deliver our key projects to the highest standard of quality.
• Assist with keeping customer and helpdesk documentation and knowledgebase accurate and up to date

Candidate Profile

Requirements include:

• Well-developed analytical and problem solving skills
• Ability to learn and master new IT technologies and products with a view to providing exceptional levels of customer support.
• Excellent knowledge of Microsoft Office suite
• Experience in system administration within a Windows environment
• Strong troubleshooting knowledge of PC's, notebooks, tablets, printers, smartphones, telephony services, and methods to connect onto a corporate network (ie portal, vpn)

For the full role profile please click the document attached.

Why work for us?

We want you to enjoy your work and flourish in your role.

Our working environment is friendly and supportive, and we encourage everyone to understand personal differences and treat each other with respect.

We are a diverse organisation, employing skilled and motivated people from all backgrounds and helping them to reach their full potential, through training and development.

Sustainability is important to us, and we work hard to reduce our carbon footprint, whether that's in our buildings through lighting and heating, or encouraging staff to recycle and reduce paper consumption.

Our employee benefits include:

• A substantial suite of training and development
• Flexible working arrangements
• A generous benefits package which includes gym discounts, pension plan, season ticket travel loans and health and dental plans

We are a disability confident employer.