Job Description

Role Title:

Helpdesk Analyst

Hours:

Monday to Friday, 37.5 hours per week

Location:

Office based in Burton on Trent



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Are you passionate about technology and helping people solve problems? We're looking for a proactive Helpdesk Analyst to be the first point of contact for colleagues seeking IT assistance. In this role, you'll play a vital part in resolving issues, queries, and requests, ensuring smooth operations across our IT Corporate Services team.

What you will do:

As a Helpdesk Analyst, you'll handle incoming requests via email, phone, IM, or in person using known fixes and procedures to resolve issues quickly. You'll escalate tickets when needed, maintain accurate records in our ticketing system and manage user accounts in line with IT security standards. From provisioning access to systems to issuing communications and supporting wider IT projects, you'll be central to keeping our technology running seamlessly.



Key responsibilities include:


Fielding and resolving IT requests using documented fixes and procedures Escalating tickets to 2nd/3rd line support when appropriate Maintaining accurate and relevant information on tickets Managing user accounts (Active Directory) and provisioning access Following compliance documentation and supporting audits Educating colleagues to prevent potential IT issues Undertaking administrative tasks as required

What we are looking for:

If you have experience in an IT service desk environment, excellent attention to detail and strong communication skills we'd love to hear from you. You should be confident using Microsoft Windows 11, MS Office (Word/Excel), and Office 365, and have experience logging/managing tickets in an electronic Service Desk system.

What's in it for you

We believe in rewarding our people, so here's what you'll get:


Opportunities for personal development and career advancement through our bespoke training programmes. 33 days of annual leave, inclusive of Bank Holidays, plus the option to buy and sell up to 5 extra days. An extra day's holiday during the month of your birthday as we want to celebrate 'you' to.

For more information about Inspired: https://www.inseinc.com/



VAC-3896