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First Line Helpdesk Analyst
Overview We are looking for a permanent 1st Line Helpdesk Analyst with some field work to join our busy helpdesk team operating out of our offices in Newhaven. The ideal candidate will be well presented, enthusiastic, hard working with an excellent telephone manner.40 hours a week, Monday to Friday £16-19K. Clean drivers license essential. Company vehicle will be provided for field work, though you may be required to use your own transport for occasional business use, for example, to visit a client site. Experience
Essential Proven helpdesk experience
PC/Laptop/Server Break Fix - Installation and troubleshooting of RAM, Add-on cards, processors, Hard drives, SCSI, USB etc
Desktop Operating Systems - Installation, configuration, administration and troubleshooting of 2000, XP and Vista
Server Operating Systems – administration and troubleshooting of server 2000/2003/2008 and SBS editions
TCP/IP - working knowledge
Active Directory - configuration and troubleshooting
Exchange Server – knowledge and administration of exchange 2000, 2K3 and 2007
SQL Server - knowledge and administration
VPN - pptp and ipsec knowledge and administration
Printers - setup, configuration and troubleshooting network printers, drivers, print issues
Backup - Backup-exec Configuration and Troubleshooting, Knowledge of DAT, LTO etc
Raid - working understanding of raid levels, basic knowledge of hardware and software raid. Desirable
Linux (LAMP) - installation, configuration and administration of Ubuntu server or similar distributions.
VoiP - At least an understanding of SIP
Cisco - Installation and configuration of Cisco routers, switches etc
Backup - Experience of other vendors backup solutions.
Scripting - Experience of writing VB script. Use of scripting to automate helpdesk tasks.
Firewalls - configuration and troubleshooting of various vendor hardware firewalls and Microsoft ISA server.
Overall Description - Providing the escalation point of contact for the Company’s Customers and their employees.
- Solving and closure of calls received to the satisfaction of end users.
- Escalating of those calls to Second Line that cannot be dealt with at First Line.
Hours - The post holder is required to work 40 hours per week on a five days out of seven basis, which will be determined by business need.
- The post holder may also be required to work additional hours on weekends as determined by business need.
Key Result Areas
- To adhere to the Helpdesk Standard Operating Procedures and Best Practice Guidelines
- To provide efficient, well diagnosed and courteous responses to Helpdesk requests having accurately prioritised calls on the basis of their relative severity.
- To work with the Helpdesk Manager and the Helpdesk Team to assess the nature, patterning and type of support calls encountered in order to identify ways in which the service may continually improve.
- To have a flexible approach to working hours. The normal hours will be either 8.00 – 17.00 or 9.00 – 18.00 during week days on a rotation basis.
- To work in accordance with the requirements of the Company Health and Safety Policy.
Special Circumstances - The post holder may opt out of the 48 hour (Working Time Directive).
- The post holder will be required to visit Customer places of work as required.
- The post holder will be required to assist in the preparation and dispatch of IT equipment.
- The post holder may be required to undertake training as specified.
Working Conditions - Extended periods of sitting at a desk in front of a computer screen.
- Extended periods of using keyboard and mouse.
- Need to be able to upgrade PCs and Servers with RAM chips and various internal parts.
- Some physical labour involved such as carrying base units and monitors.
Job application by application form only. To obtain an application form, please do one of the following: Send an email with jobs as the subject line to
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In person or writing to: Computer-eyez (south) Ltd
Newhaven Enterprise Centre
Denton Island
Newhaven
BN9 9BA
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