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IT Helpdesk Analyst

Salary: From £28,000 to £32,000 per annum + benefits
Location: Northampton
Company: Further Concepts Ltd
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Job Title: IT Helpdesk Analyst

Location: Northampton (Home based due to COVID restrictions)

Salary: £28,000 to £32,000 + benefits

Hours of Work: Generally 8.30am to 5.00pm, Monday to Friday, however, occasional flexibility required because of the international set up of the team for meetings out of these hours – more information given on application

Job Type: Permanent

Job Reference: KT10002

The main purpose of this role is to provide support by troubleshooting, diagnosing and resolving IT incidents and Service Requests. The Help Desk Analyst is the first point of contact (supporting 700+ users) for all IT related issues, following documented procedures on break / fix escalating to Tier II when applicable.

You will be working in a company that has a 24/7 operation so if you have worked in a support role in this kind of environment then this would be an advantage.

A Degree in Computer Science / IT would be advantageous, however, candidates with 3+ years support experience are encouraged to apply also.

Your skillset

·3+ years’ experience in Information Technology support

·Experience providing end-to-end ticketing ownership / Experience with incidents/ticketing tools

·Excellent interpersonal skills with both technical and non-technical personnel

·Excellent analytical, troubleshooting, problem-solving skills, and providing recommendations

·Strong written and verbal communication skills

·Passion for learning technology and business processes

·Experience in an application support role

·Proficiency with mobile devices (iPhones, iPads, Android, Etc)

·Equipment provisioning and mobile device management

·Supported Windows systems (up to Windows 10)

·Familiarity with O365 and Azure

·SCCM Software

Desirable Qualifications

·Degree in Computer Science, Management Information Systems, and/or Information Technology


·ITIL Accreditation


·Assures smooth handling of individual events from call-in through resolution

·Ensuring all Incidents and Service Requests are accurately identified, categorised, prioritised and managed

·Delivering against agreed objectives, KPIs and SLAs

·Practicing Total Contact ownership

·Responds to inquiries and service requests for assistance with the organisations computer system, PC's and network and mobile devices via Phone, E-mail and chat queues

·Escalates/Coordinates with 2nd level support with Tier II to resolve problems when necessary

·Assists peers with troubleshooting, SD processes and procedures

·Maintains daily awareness of outages and issues system wide

·Provides timely communication (oral or written) to the Level 2 support or other management personnel, as needed

·Follow the SUN P1 & P2 incident management and transition

·Effective knowledge management and training of entry level Help Desk team members

·Identifying continual service improvement opportunities

·Identifying and escalating operational risks and issues

·Adoption of and contribution to processes and procedures to support working practices

Wilde Associates is working in the capacity of an Employment Agency for this role

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