Job Description Helpdesk Analyst Salary: £25,000 – £28,000 Location: Leicester Working Hours: Monday to Friday, 9:00am – 5:30pm OR 4 on / 4 off shift pattern, 8:00am – 8:00pm Our managed services client is expanding their Helpdesk team and is seeking several Helpdesk Support Analysts to join their dynamic environment. You’ll be supporting a wide partner base across maintenance contracts, MAC requests, and T&M-based support. This is a fantastic opportunity to work with cutting-edge technologies and develop your skills in Cisco networking, server, storage, and voice technologies. Key Responsibilities: Provide front-line technical support for Cisco networking equipment and services. Handle server, storage, and voice technology issues. Own cases from logging to resolution or escalation, ensuring timely updates and customer satisfaction. Fulfil incidents and requests with a focus on hardware breakfix maintenance support. Essential Skills Previous experience in IT/network support or a helpdesk role. Strong customer service skills – delivering excellent experiences is key. Experience with hardware breakfix maintenance support. Basic knowledge of Cisco routers, switches, and firewalls (ASA, Meraki, Nexus). Ability to work independently and escalate when necessary. Strong organisational and prioritisation skills. Understanding of Cisco networking concepts – CCNA certification highly desirable.