Junior Helpdesk Analyst

Crowe

  • Midlands
  • Training
  • Full-time
  • 27 days ago
This role is a fixed term 12 month contractAbout CroweCrowe is a leading national audit, tax, advisory and consulting firm with global reach and local expertise. We are an independent member of Crowe Global, one of the top 10 accounting networks in the world, with access to more than 40,000 people in over 140+ countries and across more than 800+ offices globally.Our vision is to be recognised as essential to the future success of our clients by helping them to answer tomorrow’s questions and make smart decisions that have lasting value through the highest quality audit, tax, advisory and consulting services.Crowe is where talented people can realise their potential, are successful and enjoy what they do by making a positive difference to our clients, communities and each other.At Crowe, our aim is to create a community where regardless of gender, identity, sexuality, race, ethnicity, education or background, everyone is valued, can flourish and achieve their full potential.Purpose of the role: This is a national role, reporting into the firms National Senior Manager of Technology Support. The individual will form part of a team of ten supporting 1600+ users Nationwide, ensuring that the business operations run smoothly and escalated Client queries are handled efficiently and effectively.The role is Midlands based and includes some travel to the firm’s regional sites for Helpdesk support, administration and project work.The standard business working hours are 09:30 to 17:30. However, the Helpdesk team operates from 08:00 to 18:00 to ensure coverage for colleagues who start earlier or finish later.To support this, we operate a shift rota. Typically, you will work five consecutive days in the office, followed by five consecutive days from home.Your shift times will vary between 08:00–16:00 and 10:00–18:00. For example, your schedule might look like:
  • Office: Wednesday, Thursday, Friday, Home: Monday, Tuesday
  • Home: Wednesday, Thursday, Friday, Office: Monday, Tuesday
Please note that this pattern is subject to change based on team movements, annual leave, project work, and other operational needs.For the first three months of your probation period, you will expect to work Mon-Fri in the Midlands office. Once you have authorisation from your Line Manager to work from home after the three-month probation meeting, you will be able to WFH on a rotational basis.In addition, there will be a requirement for weekend work and or overtime.There is also a schedule of weekend support cover on a rotational basis (Saturday & Sunday between the hours of 9am-6pm).Key responsibilities include, but are not limited to:The Junior Analyst role is crucial for supporting the firm's Technology Helpdesk and ensuring smooth operations. This role involves diagnosing and resolving IT issues, advising clients on technology solutions, and participating in national technology projects.
  • Engage with stakeholders to gather information about their IT needs and challenges.
  • Clarify the issues clients are facing by asking detailed questions.
  • Diagnosing the source of users’ IT problems:
  • Identify the root cause of IT problems through troubleshooting.
  • Advising clients on possible solutions
  • Recommend effective solutions to resolve users' issues.
  • Escalating complex problems and making users aware of the impact of this
  • Escalate unresolved issues to senior analysts and inform users about the process and impact.
  • Installing and configuring computer hardware and software for users
  • Setting up accounts for new starters and ensuring they can log in and use their equipment
  • Create user accounts for various software and ensure new employees can access their systems.
  • Logging and processing support calls
  • Record and manage support tickets, ensuring timely resolution.
  • Keep up to date with technology trends
  • Stay informed about the latest technology trends and advancements.
Technical Skills & Knowledge:
  • A keen interest in IT
  • Willingness to learn
  • Team Player
  • In-depth knowledge of hardware and software
  • Up-to-date knowledge of IT and software trends
  • Strong customer service ethos
  • Excellent communication skills
  • The ability to quickly establish good working relationships with clients
  • The ability to work to deadlines and under pressure
  • Problem solving attitude
  • Analytical mindset
Required Skills and Qualifications:
  • Experience using Windows 11 and O365
  • Engaging personality and strong communication skills
  • Articulate with an excellent telephone manner
  • Lateral thinker, team player, self-starter, and friendly
Ideal requirements:
  • Degree educated
  • IT certification
  • Has completed an IT Internship or Work Experience
Why choose Crowe?At Crowe we understand that it is often the culture and values of a firm that are most important when looking for a new workplace.Whether you’re working in statutory audit, corporate tax or you’re a marketing or HR specialist, we place our people at the centre of everything that we do; promoting a collaborative, inclusive and friendly culture while remaining passionate about supporting and developing our people as they build their careers. We listen to our people and adapt to their changing needs alongside the needs of our growing business. We invest in our people to help them be the best they can be.We value new ideas and innovation, and welcome people who are committed to making a difference by delivering excellent services to our people, clients and communities.At Crowe, you will find the specialist knowledge, the resources and the commitment to help you build a satisfying and rewarding career, with continued learning and development, highly competitive salaries and flexible benefits.We want to create the best environment for our people to grow and thrive and recognise the importance of offering a flexible approach to our working environment, which we would be happy to discuss with you further.Crowe is committed to equal opportunity and diversity in recruitment and employment. We value the differences that a diverse workforce brings to our organisation, driving effectiveness in our teams and providing our clients with a quality service.Entry and progression within the firm is determined solely by the application of objective criteria, personal performance and merit which is supported by a clearly defined career pathway.

Crowe