IT Field/Helpdesk Technician – West Yorkshire – £18-£22k


Job Title: IT Support Analyst
Location: Wakefield
Responsible to: IT Operations Manager

Accountable for:

As an IT Support Analyst you will provide first/second line technical support to all users across the Group, offering a seamless experience and rapid / effective first time resolution of end user IT issues to meet all KPIs and SLAs. The successful candidate will require an aptitude for working with multiple applications/systems and will perform analysis and diagnosis to provide resolutions to service requests and incidents. The ideal candidate will be capable of operating in a fast paced, high pressure environment. The candidate must be flexible in handling multiple issues concurrently. Requests and issues may range from basic “how to” questions to more complex technical issues.

Key Tasks:
Provide Tier 1 & 2 level support for workstations (desktops and laptops), tablets, mobiles, printers, peripherals and applications.
Ability to support MS Office applications used within the Company (Word, Excel, Outlook, PowerPoint), Adobe Acrobat, Internet Explorer, Firefox and Chrome Browsers, Anti-Virus software
Provide basic Exchange / Active Directory support (i.e. account creations, reset passwords, create groups, create mailboxes etc.
Provide basic LAN/WAN/VPN support and troubleshoot basic network issues such as ADSL broadband issues.
Act as a single point of contact for phone calls and emails regarding IT issues and queries
Manage requests / incidents from the user base via telephone, email and/or auto generated systems
Document in detail and log all calls into the ITSM Service Desk.
Take ownership of service requests or incidents -follow up on the status on behalf of the user and communicate progress in a timely manner
Escalate unresolved calls to appropriate members of the team or managers as needed
Maintain a high degree of professionalism in providing customer service and adhere to all service management principles.
Contribute as needed to, and publish, support documentation to established knowledgebase
Liaise with 3rd parties where problems cannot be resolved in house.

Key Requirements:
Excellent communication skills and telephone manner
Excellent organisational skills
Proficiency required in Office Suite applications (Word, Excel, Outlook, PowerPoint).
Understand networking concepts such as DNS, DHCP, Email, HTTP, SSL, and TCP/IP protocols
Working knowledge of desktop operating systems – Windows XP, Vista, Windows 7, Windows 8, MACOSX.
Self-motivated achiever who gains satisfaction from providing excellent customer service, with a willingness to learn and develop
A full clean driving license is required as travel between group sites will be required.

Context: This role is requiring a high degree of flexibility as the tasks are varied. The jobholder must maintain confidentiality and respect of personal information at all times due to the nature of the work. This role will require out of hours / weekend hours on a rota basis.

If you feel like this is the role for you, please send your CV to

IT Field/Helpdesk Technician – West Yorkshire – £18-£22k

Job Reference: TMHelpDesk_1528900655

Salary: £18000 - £22000 per annum

Salary per: Annum

Job Duration:

Job Start Date:

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