HelpDesk Analyst 6 Month FTC

Helpdesk Analyst

6month FTC

Farnborough - Onsite Monday- Friday

Upto £30,000 (FTE, Pro Rata)

We are looking for a Help Desk Analyst to join our client, a Managed Services Provider for a fixed term until September 2025. The successful candidate will join a dedicated team, assigned to a large customer within the public services sector.

Role Overview

The Help Desk Team Analyst will need to have great customer service skills, in addition to a fundamental technical understanding of IT support, to ensure that each contact from a customer is the best possible experience for the end user. The role is 100% customer facing and must be mindful of queuing calls, aging tickets and when to escalate tickets to 2nd or 3rd Line support.

This role takes calls from the customer, raises and responds to tickets in order to, where possible, provide a first-time fix for the user's issue. It is expected that remote tools will be used in most cases to undertake triage and capture any screen shots of error messages, to assist other teams in the resolution of a ticket.

Provide support in both hybrid and cloud-based (M365) environments via Active Directory, Exchange Admin Centre and the M365 Admin Centres is a core component of the day-to-day Help desk team's work.

Role Responsibilities

• Answering calls from users in a professional and polite manner
• Raising incident and service request tickets on behalf of users
• Capturing all required information relating to the user's issue/request
• Triaging and prioritising tickets in their own and the teams' overall queue
• Responding to and resolving tickets within each customer's agreed SLA
• Escalating tickets to 2nd line, 3rd line or 3rd party suppliers as required
• Endeavouring to resolve tickets as FTF (First Time Fix) wherever possible
• Producing internal support articles for the team to aid in ticket FTF
• Producing customer-facing user guides
• User administration in Active Directory
• User administration in Entra ID/M365 Admin Centre
• Mailbox administration in Exchange Admin Console/Exchange Online
• Teams support and troubleshooting using Teams Admin Centre
• SharePoint support and troubleshooting using SharePoint Admin Centre
• Endpoint device troubleshooting using InTune Admin Centre

Experience Required

Essential

• A good understanding of incident management tools/ticket systems
• Excellent technical understanding and practical experience of supporting users in Microsoft environments (hybrid and cloud)
• Knowledge of incident, problem, request and change management
• Ability to use logic and reasoning to troubleshoot and resolve incidents on own initiative
• Excellent communication skills
• Excellent customer service skills

Desirable

• Experience using Fresh Desk/Fresh Service ticket management system
• Experience supporting MacOS and iOS devices in a business environment
• Experience supporting G-Suite applications in a business environment

Core Competencies

• Attention to Detail - Due to the technical nature of the work team members require careful consideration of finer details and a thorough approach in completing work tasks.
• Adaptability/Flexibility - Due to the variety of work tasks and the growth of the business team members require a positive approach to change and opportunity.
• Analytical thinking - To be able thoroughly understand complex problems and review related information to develop and evaluate options and implement effective solutions
• Teamwork - Ability to work with peers and staff to ensure that complex technical problems can be broken down to ensure that non-technical colleagues have an understanding.

If you are available and interested in this opportunity, please apply for further information. Please note due to high volumes of applications we are unable to contact every application.

If you do not hear back from us within 7 days of sending your application, please assume that you have not been successful on this occasion.

At Lucid, we celebrate difference and value diverse perspectives, underpinned by our values 'Honesty, Integrity and Pragmatism'. We are proud to provide equal opportunities in line with our Diversity and Inclusion policy and welcome applications from all suitably qualified or experienced people, regardless of personal characteristics.

If you have a disability or health condition and seek support throughout the recruitment process, please do not hesitate to contact us via the details below.