Job Title: IT Helpdesk Analyst
Job Type: Full Time, Permanent. Mon-Fri – 37.5 hours per week
Location: Edenbridge, Kent with hybrid working optional, following successful probation
Salary: £22,000 - £28,000 per annum depending on experience
Job Summary:
A fantastic opportunity has arisen for an IT Helpdesk Analyst to work in our diverse and fast paced IT Services Team, based in Edenbridge, Kent.
Working within a friendly team you will be responsible for providing technical support to Net Vector’s customers via the telephone and using remote support technology. The role involves diagnosing issues and resolving them, where possible, at first point of contact. You may also have the chance to attend customer sites for onsite support days and installations and be responsible for some account management of our smaller clients as you progress within the Company.
This role will ideally suit someone who is enthusiastic about developing a career in IT and is able to demonstrate good technical interest and knowledge. A keen customer focus, combined with excellent communication skills are key. Experience working in an IT helpdesk environment is desirable but not essential and we welcome applications from individuals wanting to start their career in IT.
Duties and Responsibilities:
On a day to day basis this will include but is not restricted to:

• Answering technical calls and email queries from customers and analysing, troubleshooting and resolving issues.
• Logging, maintaining, and proactively working on tickets on CRM system
• Meeting deadlines and SLA’s for any recurring tasks and reporting the outcomes as appropriate to the Operations Manager.
• Identifying, resolving and escalating recurring issues and improving customer service
• Delivering high standards of customer service through accurate and professional verbal and written communications to a non-technical audience
• Gathering customer requirements and specifications to produce solutions and quotations
• Maintaining customer documentation on a day to day basis and following installations and upgrades
• Liaising with vendors for fault resolution
• Supporting and collaborating with colleagues as required
• Ensuring up to date knowledge through continual professional development

Person Specification:
Essential Qualifications and Experience
GCSEs at grade A – C in English Language and Mathematics (or equivalent).
A full driving license and access to a car is essential. The office is in a remote location and not accessible using public transport
Desirable Skills and knowledge

• Experience working on an IT helpdesk in a similar role.
• Understanding of fault severity and customer impact
• Understanding of the OSI model, TCP/IP, topologies and physical connections.
• Knowledge of Anti-Virus Products
• Understanding of Microsoft domain model & security principles
• Knowledge of Microsoft Server products, e.g. Exchange, SQL
• Knowledge of servers and PCs
• Understanding of license compliance and anti-piracy measures.
• Knowledge of firewalls
• Ability to identify, resolve & suggest preventative measures for phishing, hack attacks, social engineering and malicious intrusion
• Understanding of Unguided Active Directory, Exchange and Office 365 administration & troubleshooting.
• Working knowledge of back up technologies
• Working knowledge of virtualisation principles
• Ability to translate business needs into practical working solutions & quotations
• Ability to reverse engineer a problem to get to the root cause
• Ability to troubleshoot faults on the above technologies

Job Types: Full-time, Permanent
Pay: £22,000.00-£28,000.00 per year
Benefits:

• Additional leave
• Casual dress
• Company pension
• Free parking
• On-site parking
• Private medical insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Edenbridge: reliably commute or plan to relocate before starting work (required)

Application question(s):

• As the office is in a remote location , do you have access to a vehicle to be able to drive to our office in Edenbridge

Education:

• GCSE or equivalent (required)

Experience:

• Customer service: 1 year (preferred)

Language:

• English (required)

Licence/Certification:

• Driving Licence (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person
Reference ID: IT Helpdesk Analyst September 24