Position: Helpdesk Analyst

St Neots, Full-time

Employment Type
Full Time
Job Location
Hail Weston House, Hail Weston, St Neots, Cambridgeshire, PE19 5JY, United Kingdom
Base Salary
£20,000.00 - £25,000.00 Per year
Date Posted
16 September 2021
Job Description

The Tensor Helpdesk, based at our offices in Hail Weston in Cambridgeshire, are responsible for providing customers with advice, guidance and technical support on our Time & Attendance and Access Control products. We are looking for hard working, proactive and self-motivated individuals to join our successful team and ensure that the support our customers receive is of the “World Class” level that Tensor strives for. A firm, yet caring and understanding attitude is required; remembering that no-one ever contacts the Helpdesk when everything is running smoothly!

What you will be doing:

The daily tasks of a Helpdesk Analyst are wide and varied but core responsibilities are:

  • Providing world-class technical support to customers via e-mail, phone & the online customer portal
  • Providing first and second line user guidance & technical support to customers using our hardware and software.
  • Logging customer queries and problems in the Helpdesk Management system
  • Liaising with other internal departments regarding identifying resolutions to outstanding problems and queries.
  • Ensuring customers are kept up to date with the progress of outstanding items

What are we looking for?

The ideal candidate for the role will have:

  • Previous experience in a technical support or Helpdesk role
  • Excellent verbal and written communication skills
  • A can-do attitude and customer focused approach
  • Pro-active and forward thinking
  • A good technical understanding of PCs, Windows and Networking
  • Experience of Microsoft SQL would be advantageous
  • Attention to detail and methodical in their approach
  • Able to prioritise and work under pressure, ensuring the level of support we offer remains excellent at all times

This Helpdesk position with Tensor involves an initial introductory period of 6 weeks, during this time you will be expected through a combination of training sessions, self-learning and shadowing other members of the team to become well versed with the hardware and software products that Tensor offer in both Time & Attendance and Access Control.

23 days’ annual leave plus Bank/Public Holidays and 2 bonus days of annual leave. We also offer a reward scheme for length of service, whereby employees can earn up to 30 days' annual leave plus Bank/Public Holidays. A Company pension scheme is also available.

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