ICT Helpdesk Analyst job description

To work as part of the ICT Support Team providing first line ICT support services to all staff within the company.

Ensure ICT information is processed in accordance with policies and procedures.

Investigate routine enquiries and queries from staff and provide assistance and advice as required.

Assist in the maintenance of hardware, software and the analysis or interpretation of ICT issues.

 Provide first line ICT support on the ICT Helpdesk, answering, logging, and resolving, escalating and closing calls as appropriate.

Liaise with third party suppliers and support companies as required.

Track the progress of open calls maintaining regular contact with individual staff and departments informing them of progress and expected resolution times.

Undertake the configuration and installation of both computer hardware and software.

Create and maintain computer accounts and file & print services across a wide variety of systems.

Provide software advice on a variety of systems to enable staff to best utilise available ICT systems and resources reducing future helpdesk calls.

Maintain the ICT equipment inventory.

Maintain the software media library ensuring all items are catalogued and stored appropriately.

Create and maintain up-to-date documentation describing how to install software currently in use.

Provide quotations for new or replacement hardware and software.

Maintain and stock department photocopiers reporting faults to the photocopier supplier when needed.

Provide assistance to the ICT Support Engineer’s as directed by your line manager.

Report any high priority security breaches to your line manager.

Constantly maintaining and developing knowledge relating to the installation of hardware and software.

Be aware of the functionality of the individual Departments and services to ensure smooth interaction and full utilisation of available ICT hardware and software.

QUALIFICATIONS Educated to HND/HNC level (or equivalent) in an ICT related subject GCSE or equivalent English & Mathematics EXPERIENCE Experience of providing first line support through an ICT Helpdesk Experience of working in a service or customer focused role

SKILLS Excellent interpersonal and communication skills Able to communicate effectively both verbally and in writing with a wide range of staff Well organised and methodical Ability to learn quickly and work to deadlines in a busy environment Well presented, flexible, professional, enthusiastic, patient, customer focused, team player 
KNOWLEDGE
Good knowledge of PC hardware and software including:

Win 2000 Professional, NT Workstation, XP, Kaspersky Anti Virus, MS Exchange and MS Office products

Basic Knowledge of Microsoft Active Directory

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