This role provides an opportunity for an individual to gain essential experience in the helpdesk support environment. The Trainee Helpdesk Analyst will be responsible for identifying, analysing, and resolving a variety of technical issues, ensuring first-level support services are delivered across all lines of business. The position requires a polite telephone demeanour and the ability to communicate clearly with non-technical customers. The successful candidate will also track, log, and update support tickets while generating reports to assist Operations Centre staff with various duties. This role may involve occasional non-business hours support and requires maintaining relationships with business users. The Trainee Helpdesk Analyst will work closely with the Operations Centre Manager, keeping them informed of any critical issues or user concerns.
Job Duties:
- Ensure all user applications and infrastructure requests are logged promptly.
- Provide first-line support for local and remote staff over the phone and, if necessary, desk-side.
- Escalate issues to the appropriate internal or contracted external second and third-line support as necessary.
- Keep users regularly informed of call status via phone or email.
- Maintain communication with the Operations Centre Manager on critical issues or complaints.
- Daily review of progress on logged calls and requests, raising concerns about service level failures.
- Troubleshoot and fix desktops, laptops, printers, scanners, and other computer peripherals.
- Ensure all system changes are authorised and performed per the Change Control Policy.
- Raise any identified risks with the Operations Centre Manager.
- Support monitoring and response to system alerts.
- Maintain the equipment asset register and assist in auditing Operations assets.
- Build positive working relationships with business users and share knowledge with the Operations Centre team.
- Understand business user needs and assist management in aligning services effectively.
- Communicate support requirements and actions in a flexible manner, adapting to situations and individuals as needed.
- Undertake additional tasks as requested by the Operations Centre Manager or Associate Director.
Job Requirements:
- Basic understanding of applications and infrastructure systems.
- Strong communication skills, particularly on the phone.
- Ability to provide clear direction to non-technical users.
- Experience in tracking and managing support tickets.
- Familiarity with troubleshooting various computer peripherals.
- Knowledge of Change Control Policies is advantageous.
- Willingness to work flexible hours when needed.
What You’ll Love:
This role offers the chance to develop foundational skills in a supportive environment. Opportunities for growth and professional development are available, with a focus on building relationships within a collaborative team. The organisation values the contributions of its staff, creating an inclusive atmosphere where training and career advancement are encouraged and supported.
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