IT Helpdesk Support Analyst (First & Second Line)

<p>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.<br/>You will be dealing with clients directly - both remotely and face to face. Our clients are based in the UK, Europe and Canada.<br/>The role extends to learning advanced system configuration using a variety of software application tools and programming languages.<br/>Key Responsibilities First-Line (Level 1) Support Act as the first point of contact for IT-related issues via phone, email, ticketing system<br/>Log, categorise, prioritise, and track incidents and service requests<br/>Perform user account administration<br/>Follow established procedures and knowledge base articles<br/>Escalate unresolved or complex issues to the team internally in a timely manner<br/>Second-Line (Level 2) Support Handle incoming issues that require deeper analysis and problem-solving<br/>Perform root cause analysis and implement long-term fixes<br/>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<br/>Required Skills & Qualifications Proven experience in first- and second-line IT support or helpdesk roles<br/>Experience with IT service management tools and ticketing systems<br/>Excellent troubleshooting and problem-solving skills<br/>Strong communication and customer service skills<br/>Ability to work independently and as part of a team<br/>Proficient in Microsoft Office Suite, including a good knowledge of Excel<br/>Beneficial Skills & Certifications React.js<br/>Restful API<br/>Eclipse (BIRT)<br/>Personal Attributes Customer-focused and service-oriented<br/>Well-organised with good time management<br/>A keen interest in learning and adapting to new technologies<br/>Ability to work under pressure and meet service-level targets<br/>Salary: up to £30,000 Remote working Remote working with occasional days in London and client site visits<br/>Hours: Full-time Full-time (35 hours per week) 9am to 5pm UK time with the ability to be flexible<br/>Location Must be based in the UK<br/>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</p><p>#J-18808-Ljbffr</p> Salary: GBP 30000 - 42000 per year