I am currently supporting a brilliant organisation in the heart of Hereford who are currently looking to bring in a new IT Helpdesk Engineer to help support their small internal team and staff providing 1st and 2nd Line Support.

The successful candidate must be able to drive to site due to the location not being easily accessible via public transport.

Job Details:

• Job Title: IT Helpdesk Analyst
• Location: Hereford (Office Based - Onsite every day)
• Salary: Up to £34,000
• Job Type: Permanent
• Start: ASAP

Key Responsibilities:

• Manage and Prioritise the help desk ticket queue, assigning and completing workload efficiently based on business priorities in collaboration with the wider IT department.
• Deliver clear, responsive, and customer-focused support to all users (in-person, email, telephone, and remote tools), ensuring solutions are easy for users to understand and apply.
• Identify and Implement automation solutions to address recurring problem themes and eliminate redundant manual processes, working closely with the wider IT team.
• Maintain and Create training manuals, user guides, and documentation to improve overall user knowledge and self-service capabilities.
• Triage and Escalate issues accurately to the appropriate internal IT teams or external providers; actively manage day-to-day relationships with third-party vendors.
• Maintain accurate and detailed records of all issues and resolutions within the help desk system for comprehensive tracking and reporting.
• Assist with IT operations, including the administration of key systems and the management of third-party supplier contracts.

Please note this client is unable to offer any sponsorship - so the successful candidate must have the full right to work in the UK