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We require a 1st line help desk support analyst for our busy manufacturing site in near Skelmersdale we are a leading name within our sector and can give real career progression and security to the successful IT support analyst.

As the successful 1st / 2nd    line helpdesk support analyst you will be required to:  
• To provide a focal point for all IT issues reported to the IT Helpdesk, acting as a friendly and helpful interface between the IT teams and users.
• The right IT support helpdesk support analyst will be reporting directly to the Helpdesk Manager,
• The Helpdesk Support Analyst will provide 1st / 2 line support to all users within the our Group, dealing with issues related to the hardware and software used within the company. This will include answering and logging incoming support calls, diagnosing and resolving where possible or escalating to 2"/3 line support groups as required.
Duties & Ability
• The 1st line support helpdesk analyst will investigate and provide solutions for issues raised either from calls to the service.
• Ability to produce I log clear descriptions of issues reported by users whilst initiating the fastest path to ensure timely and efficient resolution.
• Ability to assess probability of 1 line resolution and escalation path as required.
• Ability to provide instruction / training to customers using phone, remote desk and email.
• A willingness to take ownership of customer issues and maintain the highest standard of
customer service whilst dealing with those issues.
KPIs/ Deliverables 
• Ensure that up to date performance statistics are available to the Helpdesk Manager at all times.
• Development / maintenance of reports and dashboard from Helpdesk Software to outline key Helpdesk activities and trends.
• Development / maintenance of an executive summary containing details of areas requiring escalation.
• Monitor and manage analysts helpdesk queues, distributing jobs according to skill sets and workloads, ensuring team focus remains of achievement of SLA's
Skills and Experience
• Experience of working within a helpdesk team.
• Knowledge of administration of Helpdesk Software such as llornbili Supportworks.
•  Excellent knowledge of PC. Software and General IT terminology.
•  Excellent Knowledge of Microsoft Office Application support, ECDL desirable.
• Good Knowledge of Microsoft Operating System Software and Active Directory functions
such as User / Group management, resource access permissions including Exchange mailboxes.
• Significant experience of administering a wide variety of software packages.
•  Strong communication and interpersonal skills with the ability, to take ownership of customer issues through to resolution, appraising Helpdesk Manager of important or high
Profile incidents / problems.
• IT related qualifications ECDL, MCP, etc are desirable
• Proactive approach to duties, identifying areas for improvement whilst being central to the development and maintenance of a positive image for the IT department.

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