IT Helpdesk Analyst

Job description

Based in the heart of lively Notting Hill, we are an award winning, global provider of legal content and information services. We seek people who are intelligent, possess an international outlook and can work with pace, in our fast-growing company. In return, we offer stimulating and challenging work.

Do you love solving problems that others can’t fix? Are you comfortable walking novices through complicated computer tasks? If so, we need you on our team as an IT Helpdesk Analyst! The ideal candidates will have experience explaining complex solutions to intricate problems and will thrive on helping people reach their goals. We’re looking for team-oriented, highly motivated professionals with background in IT.

This is a fantastic opportunity for someone with solid 1st line support experience to develop a long-term career with a fast-growing Company as an IT Helpdesk Analyst. The company also offers training and genuine career opportunities for those that excel.

You will have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. You must also be customer-oriented and patient to deal with difficult queries and personalities.

IT Help desk Analyst



  • Serve as the first point of contact for everyone seeking technical assistance over the phone or email
  • Record events and problems and their resolution in logs
  • Follow-up and update customer status and information
  • Perform troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided
  • Walk the client through the problem-solving process
  • Escalate unresolved issues to the next level of support personnel
  • Provide accurate information on IT products or services
  • Pass on any feedback or suggestions by clients to the appropriate internal team
  • Identify and suggest possible improvements on procedures/ Training requirements


  • Proven experience as a help desk technician or other customer support role
  • Tech savvy with working knowledge of Microsoft and servers
  • Good understanding of computer systems, mobile devices and other tech products
  • Ability to diagnose and resolve basic technical issues
  • Excellent communication skills
  • Customer-oriented and cool-tempered
  • BSc/BA in IT, Computer Science or relevant field

In return, we offer you a competitive salary and benefits package, which includes 25 days’ holiday, private healthcare, and pension scheme.

To apply please send your CV, and cover letter, via the link below.