Helpdesk Analyst

The successful candidate will be responsible for supporting customers and colleagues with project support queries relating to internal IT issues or product support / delivery for our customers. This is a junior role and has great potential in a vibrant environment to move up. You will continue to add to a dynamic knowledge base of technical solutions, to ensure that the customer's and organisation's IT infrastructure are as efficient and productive as possible.

HOURS OF WORK

• Your shifts are allocated across the team evenly and will be shared upfront on a 4 week basis and cover weekends and bank holidays. On average 37.5 hours per week, the hours of 8am to 8pm Monday to Saturday and 10am to 5pm on Sundays across the team. Also, with 45 minutes for lunch.
• Weekend working is included in the shifts but EIT are happy for Helpdesk Analysts to swap shifts with each other, to accommodate special occasions or to be flexible around working hours.
• Christmas Day, Boxing Day and New Year's Day are Bank Holidays and are classed as days off for all staff.

Typical Shifts are: (Subject to change)

• Early Shift: 08:00 to 16:15 with a 45min lunch break.
• Late Shift: 11:45 to 20:00 with a 45min lunch break.
• Sunday Shift: 09:45 to 18:15 with a 45min lunch break.

KEY RESPONSIBLITIES

You will:

• Assist and direct staff and / or customers where support tickets are raised.
• Support projects team with customer IT projects, including preparing IT equipment, EPOS and other scripted functions, to prepare equipment for live customer projects for our blue-chip client base.
• Identify and implement, where requested by management, any necessary technological advances for enhancing business products and services.
• Maintain and update existing products and services and provide documentation to support and educate employees and customers in said use where applicable.
• Support and maintain software and hardware used in the organisation's day-to-day operations and services.
• Provide an excellent level of service to our customers, being professional and courteous at all times.

In addition to the above there may be other duties to carry out in relation to business/customer operational needs as and when required by your line manager to include supporting the warehouse and projects team at busy times and when the helpdesk is not busy. The role will require you to provide excellent levels of service to both internal staff and external customers.

KEY REQUIREMENTS

• High school education or higher education preferred or, and some helpdesk / project support experience.
• Demonstrates a desire and aptitude to learn new skills and work on automated systems.
• Self-motivated, confident and hard-working individual.
• Strong organisational ability and time management skills.
• Must be able to work and communicate effectively with both IT Professionals and customers alike and have the ability to adapt communication based on the audience's technical or non-technical ability.
• Possesses an ability and desire to work in a dynamic, fluid, fast-paced environment.
• Ability to work on multiple projects simultaneously, yet bring closure to all in a timely manner, as and when required.
• Good verbal & written communications and interpersonal skills.
• Must possess excellent problem-solving skills-the ability to logically and systematically identify and resolve issues.
• Ability to read and interpret technical documentation and procedures.
• Broad knowledge of common software packages including all Microsoft Office products including good knowledge of Windows / MAC.

SALARY AND BENEFITS

The successful candidate will be rewarded with the following:

• Salary based on GBP19,500 - GBP24,000 per annum.
• Discretionary bonus potential at year end.
• 28 days' annual leave (inc bank holidays) - Xmas Day, Boxing Day and NYD closed so holidays.
• Group Stakeholder pension following a successful trial period.

All applicants must be eligible to live and work in the UK, and due to the nature of our business have a clean driving licence and credit/criminal history. Blue Scorpion Limited and European Information Technology Limited are an equal opportunities employer.