Senior IT Helpdesk Analyst

Greater Manchester
Full time
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I.T., digital & online media services
1,001-5,000 employees
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Would you like to kick start your career in a supportive, collaborative and innovative company?

Do you enjoy working as part of an enthusiastic, passionate, and collaborative team?

Join our IT Operations Team

The IT Operations team are responsible for the infrastructure and network that our key systems run on, as well as delivering a digital workspace that enables our users to work and collaborate effectively throughout the business.

Success. The Softcat Way.

Softcat is a £1billion+ technology solutions business and trusted partner to names like Apple, Microsoft, and Adobe. Offering a growing portfolio of services including software licensing, cyber security, and IT infrastructure, we give our technical teams the tools and support to make exciting things happen. This is where to achieve more for your career.

Do you want to be involved with something exciting and evolving?

As part of your role, you will have the opportunity to grow your own skills and capabilities and have the opportunity to work with many exciting new technologies.

About the Role:

As a Senior IT Helpdesk Analyst, you are responsible for delivering exceptional service to our Softcat colleagues. Being part of the team who are the first point of contact for IT support.

As an Senior IT Helpdesk Analyst, you'll be responsible for:

  • Providing remote and deskside 1nd line support to colleagues, ensuring issues are resolved within SLA
  • Taking ownership of issues raised, providing regular communication to colleagues
  • Taking ownership of the IT Helpdesk queue management for tasks and incidents
  • Troubleshooting and diagnosing issues across multiple technologies
  • Using your knowledge to identify underlying problems and suggest solutions
  • Act as an escalation point for the IT Helpdesk when required

What we need from you:

  • Previous experience working in a 1nd line helpdesk role
  • Experience troubleshooting and administering collaboration platforms such as Microsoft Teams
  • Knowledge in the Microsoft stack (M365, Autopilot, Intune, Azure AD)
  • Exceptional customer service skills, with a focus on the business needs and demand
  • Effective problem-solver with clear reasoning and rationale
  • Pro-active, independent, and resilient under pressure

Work in a way that works for you

We recognise that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns:

  • Hybrid working – 3days in the office and 2days working from home
  • Working flexible hours - flexing the times you start and finish during the day
  • Flexibility around school pick up and drop offs

Working with us

Wherever you work, we want you to experience the freedom and autonomy to realise your potential. You will feel supported by a team that celebrates individuality, encourages different perspectives, and embraces every background.

Join us

To become part of the success story, please apply now

As part of our commitment to supporting, attracting and retaining the best diverse talent, Softcat is proud to partner with organisations like WORK180, My G Work and Black Young Professionals. Work 180 endorse employers that demonstrate on-going support for women at work, including offering benefits and policies that best support female employees. My G Work support us in our aim of attracting more LGBTQ+ talent. The BYP network support us in diversifying our talent pool by tapping into the black professional community.