Helpdesk Analyst
Location: Newbury (On-site)
Job Type: Full-time
Reporting to: Head of Technical Innovations
Salary £27,000 - £30,000
Join our team as a Helpdesk Analyst and lead our response to both external digital services and internal IT support issues. This role involves working closely with stakeholders to diagnose issues and determine the most appropriate solutions, collaborating with developers, and actively participating in product testing to enhance our offerings.
Day-to-day of the role:
Take ownership of both internal and external customer issues until resolution, liaising with colleagues and partners where required.
Troubleshoot and assist with issues affecting our systems, helping to take proactive steps to maximise availability.
Conduct product testing in line with the company's New Product Development (NPD) roadmap.
Continuously improve the service provided by sharing ideas and information with the team.
Ensure all activities are technically compliant and follow industry best practices.
Occasionally visit customer sites for product support and servicing.
Manage new staff IT onboarding and assist with internal IT training.
Required Skills & Qualifications:
Proven customer support experience in an IT, software, or web technology environment.
Organised and logical approach to problem-solving.
Experience with troubleshooting network-connected devices and cloud services such as AWS, Microsoft 365, or Azure preferred.
Familiarity with simple scripting for automation of tasks via technologies such as Python and PowerShell.
Excellent communication skills with the ability to gain trust and clearly communicate with stakeholders.
A full UK driving license is required.
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