IT Helpdesk Analyst

We are looking for a highly motivated individual with strong customer focus, as well as good communication and problem-solving skills to join our busy IT Helpdesk Team. Working within the IT and Digital Services department, the Helpdesk Analyst role will be the initial contact for staff ITDS queries, taking ownership of requests and technical issues, resolving these at first contact or escalating to the wider support teams. The successful candidate should have previous experience working within an IT support environment, of using an IT Service Management tool, troubleshooting client related hardware and software technologies. Applicants must have good telephone, written and people skills. NESCol is a disability confident employer. We offer a variety of working options in line with business requirements and place great importance on staff wellbeing. We welcome and encourage applicants from diverse backgrounds., (Desirable criteria are marked with an asterisk (*); all others are essential), 1. HNC in Computing/Technical subject or equivalent relevant experience (SCQF level 7)

1. ITIL Foundation certification*
2. A+ or similar IT Support certification*
3. 1+ years experience in an IT technical support or IT customer service role*

4. Evidence of continuous professional development EXPERIENCE AND KNOWLEDGE

5. An understanding of IT systems and services
6. Previous help desk or customer support experience
7. Ability to interpret customer requirements and the business impact of these
8. Experience of creating customer support documentation
9. Knowledge of Microsoft Windows, Office and O365 software products
10. Knowledge of tools and techniques to support the customer remotely
11. Experience of Personal Computer and peripheral hardware troubleshooting

12. Previous experience of working within IT support in the public sector* SKILLS

13. Good telephone and written communication skills
14. Good listening skills
15. The ability to prioritise tasks and meet deadlines
16. Good team working skills

17. Attention to detail with strong analytical skills PERSONAL QUALITIES

18. Customer service orientated outlook and approach.
19. Self-motivated.
20. Committed to people development
21. Committed to customer service and quality improvement
22. Friendly and approachable manner
23. Able to develop positive working relationships

24. Ability to work in teams or individually as required ADDITIONAL REQUIREMENTS

25. Commitment to College values and equal opportunities
26. Able to work flexibly to meet the demands of the post