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CV Recruitment

Helpdesk Support Analyst

Permanent Opportunity

up to £35k


The Role:

Offering support and training within helpdesk support
Deliver high level of customer satisfaction
Work to understand the customer and queries within the context of their business
Provide support, feedback and escalation during an ongoing investigation
Communicate status of issues and ensure proper closure
Recognise Business critical issues
Able to manage and prioritise the current workstream
Manage customer expectations
Gather relevant information about issues and queries
Analyse issues
Seek input where appropriate to resolve queries
Consider short term workarounds where appropriate
Raise and manage development tasks as needed
Test and deliver software fixes, recognising the impact on other platforms
Work in a small team
Understand internal and external pressures
Ensure admin and billing procedures are followed
Skills and Attributes:


Communicate with customers in a positive and professional manner
Engage and converse with the customer to discuss the investigation
Seek and provide support within the team to ensure the best outcome
Manage customer confidence throughout the entire lifecycle of a query
Understand and agree priorities with deadlines
Consider the task and evaluate what can be achieved by when
Communicate an approach to the relevant audience
Manage multiple workstreams and priorities
Ability to listen and asked targeted questions to extract relevant detail
Ability to manage problems through to conclusion
Willingness to learn new skills and techniques
Understand the whole solution, including business and system processes
Remain organised but flexible in a reactive environment
Understand and recognise the different work streams to the business
Work collaboratively (customer and colleagues) with openness and respect
Ensure all time is accurately logged
All support incidents are closed off in an understandable manner
Self driven, positive can-do attitude
Flexible and willing to learn
Hardworking, results driven
Professional, presentable customer facing appearance
The Hours:

Monday to Friday 9am – 5.30pm



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