IT Helpdesk Support Analyst (First & Second Line)

The IT Helpdesk Support Analyst provides first and second-line technical support to end users, ensuring reliable operation of IT systems, and applications. The role includes troubleshooting client system issues, maintaining user accounts and system configuration.
You will be dealing with clients directly - both remotely and face to face. Our clients are based in the UK, Europe and Canada.
The role extends to learning advanced system configuration using a variety of software application tools and programming languages.
Key Responsibilities First-Line (Level 1) Support Act as the first point of contact for IT-related issues via phone, email, ticketing system
Log, categorise, prioritise, and track incidents and service requests
Perform user account administration
Follow established procedures and knowledge base articles
Escalate unresolved or complex issues to the team internally in a timely manner
Second-Line (Level 2) Support Handle incoming issues that require deeper analysis and problem-solving
Perform root cause analysis and implement long-term fixes
System Configuration, Administration and Business Analysis You will learn how to configure the in-house products which will assist with Level 1 and 2 support
Required Skills & Qualifications Proven experience in first- and second-line IT support or helpdesk roles
Experience with IT service management tools and ticketing systems
Excellent troubleshooting and problem-solving skills
Strong communication and customer service skills
Ability to work independently and as part of a team
Proficient in Microsoft Office Suite, including a good knowledge of Excel
Beneficial Skills & Certifications React.js
Restful API
Eclipse (BIRT)
Personal Attributes Customer-focused and service-oriented
Well-organised with good time management
A keen interest in learning and adapting to new technologies
Ability to work under pressure and meet service-level targets
Salary: up to £30,000 Remote working Remote working with occasional days in London and client site visits
Hours: Full-time Full-time (35 hours per week) 9am to 5pm UK time with the ability to be flexible
Location Must be based in the UK
How to Apply If you\'re a self-starter who loves technology and enjoys variety in your work, we\'d love to hear from you. Apply now on LinkedIn or send your resume directly to debra.ingleson@figtreesystems.com

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Salary: GBP 30000 - 42000 per year
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