IT Helpdesk Analyst

In this role, I will expect you to manage and prioritize the help desk ticket queue, assigning and completing workload efficiently based on business priorities in collaboration with the wider IT department. You will deliver clear, responsive, and customer-focused support to all users—whether in-person, via email, on the telephone, or through remote tools—ensuring solutions are easy to understand and apply. You will identify and implement automation solutions to address recurring problems and eliminate redundant manual processes, working closely with our IT team. Additionally, I will need you to maintain and create training manuals, user guides, and documentation to enhance user knowledge and self-service capabilities. Accurately triaging and escalating issues to the appropriate internal IT teams or external providers while actively managing relationships with third-party vendors will be crucial in this role. Lastly, maintaining accurate and detailed records of all issues and resolutions within the help desk system for tracking and reporting is also essential.