About Company
Midland Computers is a leading IT solutions provider with a strong presence across the Midlands and beyond. For over two decades, we’ve been dedicated to empowering businesses with robust, reliable, and innovative technology services, ranging from managed IT support and cloud solutions to cybersecurity and hardware procurement. We pride ourselves on our client-centric approach, building lasting partnerships based on trust, expertise, and exceptional service. Our team is our greatest asset, and we foster a collaborative, supportive environment where continuous learning and professional growth are highly valued. We believe in leveraging technology to drive efficiency and success for our clients, and we’re committed to making a tangible difference in their day-to-day operations.
Job Description
Are you a tech-savvy problem-solver with a passion for helping others? Do you thrive in a remote work environment and enjoy the flexibility of part-time hours? Midland Computers is seeking a dedicated and enthusiastic Part-Time Help Desk Analyst to join our expanding team. This is a fantastic opportunity for an individual based in Stoke-on-Trent, England, to contribute to a dynamic IT services company while working comfortably from home. As a Help Desk Analyst, you will be the first point of contact for our diverse range of clients, providing essential technical support and ensuring their IT systems run smoothly. Your primary focus will be on resolving a variety of technical issues, from software glitches and hardware malfunctions to network connectivity problems, all delivered with a friendly and professional demeanor.
You’ll play a crucial role in maintaining high levels of client satisfaction by providing timely, efficient, and effective solutions, escalating complex issues to senior support teams when necessary, and documenting all interactions thoroughly within our ticketing system. You will engage with users via phone, email, and chat, translating technical jargon into understandable terms and guiding them through resolution steps. This role requires a keen eye for detail, the ability to diagnose issues systematically, and a commitment to continuous learning to keep pace with evolving technologies. We are looking for someone who is not only technically proficient but also possesses excellent communication skills, a patient approach, and a genuine desire to assist users. If you’re looking for a challenging yet rewarding part-time role that offers flexibility, the chance to develop your IT support skills, and be part of a supportive remote team, we encourage you to apply and become a vital part of our client support network.
Key Responsibilities
- Provide first-line technical support to clients remotely via phone, email, and chat.
- Diagnose and resolve common hardware, software, and network issues.
- Log, track, and manage all support requests using a ticketing system.
- Escalate complex or unresolved issues to appropriate senior IT personnel.
- Provide clear, concise, and user-friendly instructions and guidance.
- Maintain accurate records of all incidents, problems, and resolutions.
- Assist with basic user account management and access issues.
- Participate in ongoing training and professional development to stay current with technology.
- Contribute to the creation and maintenance of knowledge base articles and documentation.
Required Skills
- Proven experience in a customer service or technical support role (minimum 12 months).
- Strong understanding of Windows operating systems and Microsoft Office Suite.
- Basic knowledge of network connectivity, TCP/IP, and Wi-Fi configurations.
- Excellent problem-solving and analytical skills.
- Exceptional verbal and written communication skills.
- Ability to work independently and manage time effectively in a remote setting.
- Patience and a user-focused approach to support.
Preferred Qualifications
- IT-related certifications (e.g., CompTIA A+, ITIL Foundation).
- Experience with remote desktop support tools.
- Familiarity with various ticketing systems (e.g., Zendesk, Freshdesk, ServiceNow).
- Experience supporting cloud-based applications (e.g., Microsoft 365, Google Workspace).
- Knowledge of basic cybersecurity principles.
Perks & Benefits
- Flexible part-time working hours.
- Full remote work model – work from the comfort of your home.
- Opportunities for professional growth and skill development.
- Supportive and collaborative team environment.
- Paid time off.
- Access to training resources and certifications.
How to Apply
To express your interest in this exciting Part-Time Help Desk Analyst (Work From Home) position, please click on the application link below. Ensure your CV highlights your relevant experience and skills. We look forward to reviewing your application!