Temporary Helpdesk Analyst sought by a company that plays a key role in influencing education policies. The largest of its kind in the UK, the company is driven by its commitment to making education a great industry to work in.

This is a temporary contract, initially for 1 month.

The Role:
Working within the Information Systems department and reporting to the Helpdesk Manager, as a Helpdesk Analyst you will be responsible for providing frontline technical support to all company system users. Your duties will include:

Provide effective frontline technical support and advice to system users
Diagnose and troubleshoot support issues to resolution, or escalate as appropriate, ensuring that key steps are recorded in the helpdesk.
To take responsibility for ensuring proper recording and updating of all requests in line with the helpdesk system in use: ensuring that all interactions and resolutions can be tracked for reporting and statistics
Create, modify and manage user accounts, groups and access permissions for Company IT systems, ensuring efficient and secure user management.
Perform routine system checks and tasks as directed e.g. MS Teams Video, ensuring systems and resources are readily available
Liaise with external suppliers as directed or as necessary to support successful resolution of user support issues
To participate in IT projects as and when required enabling the support of systems as they go live.
Maintain an awareness of all IT systems in use as listed on the Application Asset register
To create and maintain step by step documentation on processes, user guides relating to key areas of work and contribute to the maintenance of the helpdesk database and solutions library

The successful Helpdesk Analyst will demonstrate:

Degree or further education
Well-developed experience in a similar environment in an IT Support role
MCP MCSE or equivalent experience (desirable)
A good working knowledge of Microsoft 365 (Teams, Word, Outlook, PowerPoint, Excel, Access, MS Project, Visio)
Strong working knowledge of Active Directory, Azure, Softphones, VPN, Antivirus Software, Database systems
Ability to set up and configure a range of user devices. For example: PCs, laptops, Mobile phones, desk telephones, printers
Ability to create and maintain user and device accounts across a range of back-end systems e.g. ActiveDirectory / Azure / InTune and Microsoft Entra.
Ability to successfully manage relations with external suppliers
Ability to maintain up to date records and accurate data in relevant electronic and hard copy systems
Ability to evaluate information to respond to a range of queries within established guidelines and procedures
Ability to maintain confidentiality
Clear and approachable telephone manner and ability to deal with callers in a confident and professional manner
Ability to write clearly and concisely e.g. for preparing user guidance documents, or creation and maintenance of documentation on processes
Ability to travel to attend (occasional) activities and meetings away from the normal place of work, and which may involve stays away from home. These could be locally, regionally or nationally.

Benefits:

£25.47 per hour
41 days holiday including bank holidays (pro rata)
Additional 4 days paid leave over Christmas shutdown period
Hybrid working with 3-4 days per week in the office depending on business needs

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Helpdesk Analyst - Temporary

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