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Job Title: IT Helpdesk Analyst

Job Type: Full Time, Permanent. Mon-Fri – 37.5 hours per week

Location: Edenbridge, Kent with hybrid working optional, following successful probation

Salary: £22,000 – £28,000 pa depending on experience

Annual Leave: 25 days per annum

Job Summary:

A fantastic opportunity has arisen for an IT Helpdesk Analyst to work in our diverse and fast paced IT Services Team, based in Edenbridge, Kent.

Working within a friendly team you will be responsible for providing technical support to NetVector’s customers via the telephone and using remote support technology. The role involves diagnosing issues and resolving them where possible at first point of contact.

This role will ideally suit someone who has been working in an IT services support role and is able to demonstrate good all-round technical troubleshooting skills. A keen customer focus, combined with excellent communication skills are essential.

Duties and Responsibilities:

On a day to day basis this will include but is not restricted to:

• Answering IT and technical calls and email queries from customers; analysing, troubleshooting and resolving issues where possible, or escalating to Line manager
• Logging, maintaining, and proactively working on tickets on CRM system
• Meeting deadlines and SLA’s for any recurring tasks and reporting the outcomes as appropriate to the Service Delivery Manager.
• Identifying, resolving and escalating recurring issues and improving customer service
• Delivering high standards of customer service through accurate and professional verbal and written communications to a non-technical audience
• Gathering customer requirements and specifications to produce solutions and quotations
• Maintaining customer documentation on a day to day basis and following installations and upgrades
• Liaising with vendors for fault resolution
• Mentoring & supporting associate level analysts
• Collaborating with colleagues as required
• Ensuring up to date knowledge through continual professional development
• Adherence to company policies & procedures
• All requested tasks within skill level and ability

Person Specification:

Essential Qualifications and Experience

GCSEs at grade A – C in English Language and Mathematics (or equivalent).

Minimum 12 months’ experience working in IT, preferably in a similar or customer service role.

Valid driving license and own vehicle

Job Types: Full-time, Permanent

Salary: £22,000.00-£28,000.00 per year

Benefits:

• Additional leave
• Casual dress
• Company pension
• On-site parking
• Private medical insurance
• Sick pay

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Edenbridge TN8 6SR: reliably commute or plan to relocate before starting work (required)

Education:

• GCSE or equivalent (required)

Experience:

• IT Support: 1 year (preferred)

Licence/Certification:

• Driving Licence (required)

Work authorisation:

• United Kingdom (required)

Work Location: Hybrid remote in Edenbridge TN8 6SR

Application deadline: 14/07/2023
Reference ID: IT Helpdesk Analyst