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IT Helpdesk Analyst – 1^st/2^nd Line – Coventry

1^st Line / 2^nd Line / EPOS / Retail / Azure / Office 365 / Helpdesk / Software / Crystal Reports / Wordpress

IT Helpdesk Analyst required for a leading retail client based in Coventry, to deliver a quality 1^st/2^nd line support service for the various IT systems across the business throughout Coventry, Warwickshire, South Leicestershire and Northamptonshire.

The IT department is a dynamic environment with numerous challenges in supporting the various technologies and services and transitioning to Microsoft Azure and Office 365.

1^st Line / 2^nd Line / EPOS / Retail / Azure / Office 365 / Helpdesk / Software / Crystal Reports / Wordpress

Key responsibilities of the role

• Providing 1st/2nd Line support (remote/onsite) to all users across all divisions via telephone/email with assisted guidance from IT Technical Lead and associated 3rd parties.
• Close attention to Helpdesk queue, aged tickets and SLA’s; setting a clear expectation to users and proactive escalation to IT Manager.
• User account administration
• Installation, moves and changes of IT equipment including telephony.
• Installation of software and maintenance of software/hardware inventory.
• Ensuring that the configuration management database and request for change log is kept up to date.
• Keeping up to date with the latest technologies and ensuring that training is kept up to date

Key Skills of the role

• 1st Line support experience within a help desk/service desk; retail an advantage.
• An understanding of EPOS, printer support and break fix elements.
• Good understanding of network infrastructure.
• Working knowledge of Crystal Reports and Wordpress desirable.
• Android and iOS configuration skills desirable.
• An IT or Customer Service qualification would be desirable (i.e. ITIL Foundation, CompTIA A+ etc.).
• Full UK Driving license

1^st Line / 2^nd Line / EPOS / Retail / Azure / Office 365 / Helpdesk / Software / Crystal Reports / Wordpress

The salary my client is offering for this position is between £18,000 and £21,000 per annum plus benefits.

Interested?! Send your up to date CV to Claire Ingram at Crimson for review

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Crimson are acting as an employment agency in regard to this vacancy

1st Line / 2nd Line / EPOS / Retail / Azure / Office 365 / Helpdesk / Software / Crystal Reports / Wordpress