JOB DESCRIPTION

Signal Telecom are an award‑winning supplier of Managed Business IT & Communications based in North Yorkshire. We pride ourselves on providing exceptional customer and operational support – it’s what we do best.
We’re looking for a proactive, customer‑focused IT Support Desk Analyst to join our growing team. To provide 1st and 2nd line technical support to our growing base of customers, troubleshooting hardware, software and networking issues to ensure smooth IT operations. You’ll be a member of our support desk team responsible for the initial contact for IT related queries offering solutions or escalating problems to the appropriate team.
Our IT Support Team is responsible for IT, connectivity, security and VoIP operations for a range of internal and external users. Supporting the troubleshooting and implementation of hardware and software. Our team also is responsible for assisting with projects where needed.

SKILLS

• Qualifications or Experience working in IT Support
• Good knowledge of Windows desktop support and networking
• Good problem-solving and troubleshooting skills.
• Excellent communication and customer service skills.
• Ability to work independently and collaboratively as part of a team.
• Experience with ticketing systems
• Driving Licence

• Responding to user inquiries via phone, email, chat, tickets or face to face, and providing clear instructions in a timely manner
• Diagnosing and resolving hardware, software and network issues
• Using ticketing systems to document user issues and their resolutions
• Identifying problems that require specialised expertise and escalating them to the appropriate teams
• Assisting with the initial setup and configuration of new hardware and software
• Working with colleagues to resolve complex issues and improve overall IT support
• Working with colleagues to assist in project rollouts
• Creating and updating knowledge base articles, user guides and other resources to aid in problem solving
• Continuously learning about new technologies and best practices to enhance support capabilities
• Ensuring adherence to security protocols and guidelines