Trainee Helpdesk Analyst

The Trainee Helpdesk Analyst will be responsible for delivering a high-quality service in line with the firm’s policies and procedures. They will consistently demonstrate values driven behaviour by showing genuine care for clients and colleagues, striving for excellence through going above and beyond and fostering a culture of collaboration and teamwork.

Key Responsibilities:

• Assist with troubleshooting, maintaining, developing and enhancing key systems or applications in line with agreed service levels or practices
• Assist with maintaining and improving existing systems to ensure reliability, performance and continued alignment with business needs
• Providing effective 1^st line (or escalated 1^st line within specialise team) technical support by diagnosing, resolving and escalating technical issues or bugs appropriately
• Installing, configuring, developing and supporting IT assets to ensure users are equipped to perform their roles effectively. This can apply to both hardware and software
• Working collaboratively between specialised IT teams to maintain agreed service delivery standards
• Maintaining clear, timely communication with users regarding incident, request, problem or change progress and resolution to manage expectations and deliver a high standard of customer service
• Identifying opportunities for technological improvement and contributing ideas to enhance systems, processes and business capability
• Maintaining accurate and up-to-date technical documentation for processes, common tasks, applications, integrations and changes
• Applying initiative and problem-solving skills to technical challenges while seeking guidance and collaboration where appropriate
• Delivering a strong internal customer service experience by responding professionally and constructively to business and user needs
• Demonstrate and ability to learn and recognise IT service management and information security standards. These can include ITIL, Scrum/Agile and relevant ISO frameworks

 Essential Skills, Knowledge & Experience

• Think logically and systematically
• Newly qualified or demonstrable experience in applicable IT Field
• Experience of working with (using/configuring/administering) computer software or hardware
• Excellent written and verbal communication skills
• Excellent organisational skills
• High levels of accuracy with an eye for detail

Desirable Skills, Knowledge & Experience

• Experience delivering project work
• Previous experience in a professional environment
• Previous experience of working with a formal ticket/task management tool (such as DevOps)

Requirements specific to Department

• Customer Service Driven approach to working is imperative
• Logical and methodical approach to troubleshooting

Qualifications (Essential)

• HNC, HND, Degree (or equivalent experience) in a related computing field