service desk analyst Stockport, England
Job description
We are seeking a customer-focused IT Technical Support Specialist to join our team. The successful candidate will provide technical and product assistance and support to our employees and customers, ensuring hardware and software systems are operating effectively. As an IT Technical Support Specialist, you will be responsible for troubleshooting and resolving technical issues, providing timely responses to enquiries, and maintaining accurate documentation of support activities. The role requires excellent communication skills and a strong technical background. There is scope to get involved in code development in the future should that be an area of interest for the right candidate. The role would involve assisting first line support for our SaaS product to begin with. Once a good understanding of our product offering has been gained, we expect future duties to involve looking after the backend of the SaaS - the infrastructure, the database management, and potentially the codebase.
Responsibilities:
- Provide first-level technical and product support to end-users and staff regarding hardware, software, network, and application-related issues.
- Product support issues related to the installation and configuration of our software.
- Assist in the installation, configuration, and maintenance of hardware and software systems, including operating systems, applications, drivers, database maintenance (MySQL, MS SQL Server).
- Collaborate with the IT team to identify recurring technical issues and implement long-term solutions.
- Prioritise and manage multiple support tickets to ensure timely resolution and minimal disruption to end-users.
- Create and maintain accurate documentation of support activities, including issue resolution steps, FAQs, and knowledge base articles.
- Conduct training sessions for employees on basic IT operations and self-help techniques to enhance their technical skills and promote self-sufficiency.
- Assist in maintaining inventory records for hardware and software assets, as well as coordinating equipment procurement and replacement.
- Collaborate with external vendors and service providers to ensure effective resolution of escalated technical issues.
- Assist in maintaining and tracking our ISO27001 program and Cyber Essentials certification.
- Stay up-to-date with emerging technologies, trends, and best practices in the field of IT technical support.
Qualifications:
- Proven experience in providing technical support in a professional setting.
- Good knowledge of computer hardware, software, operating systems, the Microsoft Azure platform and networking principles. MS Azure is our selected platform.
- Familiarity with the Microsoft Azure platform.
- Familiarity with common business software applications (e.g., Microsoft Office Suite, M365, collaboration tools) and their troubleshooting.
- Experience with database administration (MySQL, MS SQL Server).
- Basic understanding of network protocols, IP addressing, DNS, DHCP, and VPN.
- Excellent problem-solving and analytical skills with a keen attention to detail.
- Strong verbal and written communication skills, with the ability to explain technical concepts in a clear and concise manner to non-technical users.
- Ability to work independently and collaboratively in a team environment.
- Customer-oriented mindset with a strong commitment to providing high-quality support.
- Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus but not essential.
Note: The responsibilities and qualifications outlined above are intended to provide a general overview of the role and are not exhaustive. Other duties and responsibilities may be assigned as required.
Join our team and contribute to our organisation's success by delivering exceptional technical support to our employees and customers, ensuring their productivity and satisfaction.
Job Type: Full-time
Salary: £24,000.00-£30,000.00 per year
Benefits:
- Company pension
- Work from home
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Stockport: reliably commute or plan to relocate before starting work (required)
Education:
- Certificate of Higher Education (preferred)
Experience:
- Technical support: 3 years (required)
Work Location: Hybrid remote in Stockport
Reference ID: HotH-SDE-0001
