Helpdesk Analyst

Location : Remote

Inside IR35 Contract

Job Description:

We are seeking a dedicated and customer-focused Helpdesk Analyst to join our team. The successful candidate will provide technical support and assistance to end-users, ensuring their issues are resolved efficiently. This role requires strong problem-solving skills, excellent communication abilities, and a genuine passion for helping others.

Key Responsibilities:

1. Customer Support:
   • Provide first-level support to end-users via phone, email, and chat.
   • Address and resolve issues related to software, hardware, and network connectivity.
   • Ensure a high level of customer satisfaction by delivering timely and effective solutions.

1. OneLogin Administration:
   • Manage and support OneLogin for user authentication and single sign-on (SSO) purposes.
   • Assist with user provisioning and de-provisioning.

1. Zendesk Management:
   • Utilize Zendesk to track, prioritize, and manage support tickets.
   • Ensure all tickets are properly documented and resolved within the Service Level Agreement (SLA).

1. System Configuration and Support:
   • Provide support for iOS devices and Mac OS X systems.
   • Perform diagnostics and troubleshooting for hardware and software issues on Apple devices.
   • Assist with the installation, configuration, and maintenance of applications.

Required Skills and Qualifications:

• Technical Skills:
  • Proficiency with OneLogin administration.
  • Experience using Zendesk for ticket management.
  • Strong understanding of iOS devices and Mac OS X systems.
  • Familiarity with common software applications and network connectivity.

Preferred Qualifications:

• Relevant certifications (e.g., Apple Certified Support Professional, ITIL, CompTIA A+).
• Previous experience in a helpdesk or technical support role.