IT Helpdesk Analyst

Rare opportunity to join a successful local business presently seeking an ICT Helpdesk Analyst to join their team. Key elements of the role may include:

• Providing first-line technical support
• Respond to support requests via phone, email and ticketing systems.
• Diagnose and resolve hardware, software and connectivity issues.
• Escalate complex problems to specialist IT teams where required.
• Managing the IT helpdesk
• Log, prioritise and update support tickets.
• Ensure incidents are resolved within agreed service levels (SLAs).
• Keep users informed of progress and expected resolution times.
• Supporting desktop and laptop systems
• Configure and deploy PCs, laptops and mobile devices.
• Install operating systems, software and security updates.
• Troubleshoot performance and hardware faults.
• Supporting Microsoft 365 and business applications
• Assist users with Outlook, Teams, Word, Excel and SharePoint.
• Create and manage user accounts, passwords and permissions.
• Resolve issues with cloud-based applications and email.
• User account administration
• Set up new starters and remove leavers.
• Reset passwords and maintain Active Directory or Microsoft Entra ID accounts.
• Manage access rights in accordance with company policies.
• Network and connectivity support
• Troubleshoot Wi-Fi, VPN and internet connectivity issues.
• Assist with printers, scanners and other networked devices.
• Report infrastructure issues to network engineers.
• Maintaining IT equipment
• Record and manage IT assets.
• Replace faulty equipment and arrange repairs.
• Ensure equipment is configured to company standards.
• Documentation
• Maintain accurate support records.
• Create user guides and knowledge base articles.
• Document recurring issues and their solutions.
• Cyber security support
• Promote good cyber security practices.
• Identify potential security threats and report suspicious activity.
• Assist with endpoint protection and software patching.
• Customer service
• Provide clear, professional and friendly support to users of all technical abilities.
• Explain technical solutions in simple, non-technical language.
• Build positive working relationships across the organisation.

• Experience supporting Windows 10/11 environments.
• Knowledge of Microsoft 365, Active Directory and Microsoft Entra ID.
• Familiarity with ticketing systems and remote support tools.
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.
• Ability to prioritise multiple support requests effectively.

If you have at least 18 - 24 months relevant experience in the same sort of role, please send through your CV with some covering information about you to Andy at Novus Recruitment in Truro. Full JD is available for this role., * ICT Helpdesk: 2 years (required)

Pulled from the full job description

• Free parking
• Additional leave
• Company pension
• On-site gym
• Private medical insurance
• Cycle to work scheme
• Company events, * Additional leave
• Company events
• Company pension
• Cycle to work scheme
• Free parking
• On-site gym
• On-site parking
• Private medical insurance