Helpdesk Analyst

Helpdesk Analyst
📍 Location: Solihull, West Midlands
💼 Salary: 22,000 - 25,000 per annum
🕒 Job Type: Permanent, full-time

Our client is seeking a motivated and customer-focused IT Support Technician to join their team. You will act as the first point of contact for internal and external users, resolving technical issues related to hardware, software, and network systems. This is an excellent opportunity for someone with strong communication and organisational skills who thrives in a fast-paced, customer-focused environment.

The Role
As an IT Support Technician, you will provide first-line support across a wide range of systems and devices. You’ll be responsible for troubleshooting hardware, software, and peripheral issues, maintaining internal applications, and ensuring support requests are managed effectively. You will also play a key role in documenting processes, supporting users, and contributing to the smooth running of IT operations.

Key Responsibilities

• Provide first-line technical support for desktop, laptop, and mobile device users across the Dealer Network and internal teams

• Respond to hardware and software enquiries with prompt and effective resolutions

• Troubleshoot and support peripheral devices (printers, copiers, scanners)

• Maintain and support internal applications, including the meeting room booking system

• Carry out daily IT maintenance tasks and system checks

• Create, maintain, and distribute accurate support documentation

• Participate in a rotational weekend on-call schedule (remote monitoring and support)

• Collaborate with a small, agile IT team to deliver high-quality support

• Undertake additional duties in line with the role as required

Skills & Competencies

• Strong communication skills, with the ability to explain technical issues to non-technical users

• Effective problem-solving and analytical abilities

• Motivated team player with adaptability to shifting priorities

• Excellent attention to detail and proactive working style

• Flexible, enthusiastic, and customer service-oriented approach

What’s on Offer

• Opportunity to join a supportive and agile IT team

• Exposure to a wide range of IT systems and technologies

• Professional development within a customer-focused environment

• Rotational on-call allowance and flexible working support