Helpdesk Analyst

Contract hours: Full time

Salary: £Competitive

Location: Bristol

Line Manager: Head of Technology Services

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Job Description

Vertical Aerospace is building technology to revolutionise how people fly. Our mission is to make air travel personal, on-demand and carbon-free.

We're building a team where individuals are expected to deliver performance, ideas and concepts which make a difference. We will expect you to think creatively and push the boundaries of what is considered normal. We are cloud-native and invest in staff who want to keep at the leading edge.

We're looking for an outstanding Helpdesk Analyst who combines superb technical knowledge and experience specifically in the Cloud and ITIL space. We are also looking for an individual with demonstrable ability to get the right things done quickly and effectively. This role is to support the technology (voice, data, cloud technology) for our users (internal users e.g. engineers, manufacturing staff, production staff, finance, HR etc). The role is full-time and will require the successful candidate to be a self-starter and motivated to do help us deliver something special, disruptive and exciting.


As a member of Technology Services and Operations team, you will play a key role in the delivery of high quality technical support for the business and the user, whilst delivering exceptional user satisfaction and a personalised service. You will be responsible for delivering our Technology Services, act as 1st line sup-port for users and escalate to 2nd line support.

This position requires troubleshooting, problem-solving and technical skills using various diagnostic tools. In addition, strong inter-personal skills are required to guide users through situations, providing the user satisfaction. This may often be under challenging conditions. The work will include:

  • Receive and respond to incoming user events (via calls, teams messages or Trouble Tickets), apply First Time Fixes wherever possible
  • Monitor and progress incoming emails and progress to the relevant Service Area
  • Assess, Troubleshoot and Resolve all End User Computing issues using known troubleshooting meth-odologies
  • Resolve Standard Service Requests related to End User Computing
  • Adhere to a strict ITIL environment ensuring that all ITIL and ISO processes are followed
  • Work with your colleagues to respond to incoming user events, raise relevant cases and act as an overall first point of contact to end users
  • Communicate fully and effectively with users throughout the case lifecycle, ensuring that, at all times the user is fully aware of the status of their case
  • Provide the highest level of service by meeting or exceeding contractual SLAs and KPIs and by proac-tively identifying process improvement opportunities within the department
  • Work from or travel to user sites to provide extended End User Computing services to the user beyond that provided from our offices as required
  • Assist Problem Management by using all the information to hand to identify, prevent or resolve ongo-ing or potential issues
  • Ensure that all work carried out for users is recorded in the in-house systems accurately such that work is correctly attributed and enables us to accurately show our cost and correlate it with user demand
  • Maintain a level of technological competence that remains current and fit-for-purpose in your role, highlighting any training needs to your line manager where appropriate
  • Develop strong knowledge of our users’ businesses and organisation, including key users of technology and their needs

Technical Experience

  • Good understanding of Cloud technologies
  • Good understanding of SaaS based technologies
  • Good understanding of the ITIL framework
  • Experience in communicating with management, as well as technical and business teams
  • Experience in troubleshooting relevant, common technologies such as:
    • Microsoft Windows Operating Systems
    • Microsoft Office, 365 and other associated applications
    • Common Business Applications

Key Competencies

  • Energy, Drive & Initiative Commercial Awareness
  • Curious to learn more about all the technologies and willing to learn and develop
  • Communication Skills Creativity
  • User Service skills Impact/Self Confidence
  • Interpersonal sensitivity (empathy/diplomacy/judgement)
  • Commitment Organisation Skills
  • Technical skills Decision-making skills
  • Excellent time management skills
  • Experience in working with people and bringing them on side
  • Ability to roll sleeves up and “get stuck in”
  • Good communication skills and a proactive approach to problem solving

To apply for this role, submit your CV and a covering letter to us.