Help Desk First Line Technical Support Analyst / Service Desk / Trainee

Junior / Trainee Help Desk First Line Technical Support Analyst / Service Desk Engineer

IS THIS YOU?

• Do you have great customer service and communication skills?

• Do you have an interest in technology and want to develop a career in IT?

If you can answer 'YES’ to these questions, we want to hear from you.

NO PREVIOUS EXPERIENCE REQUIRED - FULL TRAINING PROVIDED

If you have some experience working on an IT Helpdesk then great. But if not, the company will provide full training and support. However, you must have an interest in technology, great people skills and willing to learn.

SALARY: £21,000 - £24,000 per annum (depending on experience) + Generous Benefits (see below)

LOCATION: Seascale, Cumbria (This is 100% Office Based)

JOB TYPE: Full-Time, Permanent

WORKING HOURS: 37.5 Hours per Week, Monday to Friday 9am - 5:30pm

KEY REQUIREMENTS: The company will need to obtain Security Clearance to SC Level on all successful candidates, which means you will need to have lived for 5 continuous years in the UK up to the present date. Please ensure all gaps in your CV are accounted for.

JOB OVERVIEW

We have a fantastic new job opportunity for a Junior / Trainee Help Desk First Line Technical Support Analyst / Service Desk Engineer who has an interest in developing an IT career with excellent customer service and communication skills.

The Service Desk team works with Partner teams to deliver IT services for approximately 14,000 users across multiple locations throughout the UK.

Once trained, working as the Junior / Trainee Help Desk First Line Technical Support Analyst / Service Desk Engineer you will provide a single point of contact for customers’ incidents and enquiries.

As the Junior / Trainee Help Desk First Line Technical Support Analyst / Service Desk Engineer you will follow documented processes to ensure tickets are logged, prioritised and routed accurately. You will also be expected to provide Incident Resolution to support the First Time Fix Service Level Agreement as per documented Knowledge Articles.

The environment in which this role operates is fast paced and continually challenging and is an ideal starting point for anyone wishing to break into IT Support.

APPLY TODAY

If this job looks like your ideal position, then please send in your CV as soon as possible for our Recruitment Team to review.

DUTIES

Once trained as the Junior / Trainee Help Desk First Line Technical Support Analyst / Service Desk Engineer your duties will include:

• Respond to incoming support requests via phone, email, or ticketing system in a timely manner

• Diagnose and troubleshoot technical issues related to hardware, software, and network connectivity

• Provide step-by-step guidance and assistance to users encountering IT problems

• Escalate complex issues to appropriate teams or specialists for further investigation and resolution

• Maintain accurate records of all support requests and resolutions in the ticketing system

• Assist in the setup and configuration of computer systems, software applications, and peripheral devices

• Collaborate with other IT team members to continuously improve support processes and documentation

• Communicate effectively with clients to ensure a high level of customer satisfaction

CANDIDATE REQUIREMENTS

• Experience in a customer facing role

• Excellent written and verbal communication skills in English

• Microsoft Office suite of applications (i.e. Word, Excel, PowerPoint, Outlook, Access)

• Problem solving skills: able to identify the exact details of a problem through a rational process and able to take steps to ensure a successful resolution

• Attention to detail, able to document the details of issues clearly in a concise understandable manner

DESIRABLE

• Previous experience working on an IT Helpdesk would be highly desirable, although not essential

• IT Certification is a plus

• Windows Operating Systems (Windows 10), desirable

• Understanding of Service Level Agreements desirable

BENEFITS

• 25 days annual paid leave

• Wellbeing programs & work-life balance - integration and passion sharing events

• Private medical and dental care

• Pension contributions up to 10%

• Flex benefits program

• Courses and certifications opportunities

• Conferences and Expert Communities

• Charity and eco initiatives

You will be required to undergo and successfully gain a Disclosure Scotland and SC security clearance check in order to undertake this position. You will need to have lived for 5 continuous years in the UK up to the present date. Please ensure all gaps in your CV are accounted for.

HOW TO APPLY

To be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. CV’s of Job Applicants meeting this requirement will be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.

JOB REF: AWDO-P12045

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