IT Service Desk Analyst

A quick look at the role

The Service Desk Analyst provides 1st line support for all IT, telephony, network and application issues across the group. All incidents must be logged, managed and resolved within agreed SLAs and where necessary escalated to senior colleagues. You will have excellent communication skills, a passion for customer service and be a quick learner. This is an office-based role and the Service Desk's opening hours are 7am to 6pm, Monday to Friday so we operate a rota to cover those times.

Your Core Responsibilities

• Handle customer incident or request tickets in a professional manner
• Answer calls and respond to emails from users regarding new and current tickets
• Ensure all relevant/accurate information regarding issue is obtained at the point of logging the ticket
• Ensure a timely resolution (preferably on first contact) or escalation of Incidents and requests with regular updates to end users until the point of resolution
• Log tickets with the relevant third parties
• Comply with current Service Desk standards, policies, and procedures
• Establish and develop relationships with other IT teams through frequent and constructive communication
• Identify/implement process improvements
• Update Knowledge Base articles as and when required
• Assist with the training of new Service Desk staff

Our Essential Requirements

• Previous Service Desk experience
• Proficient user of all Microsoft packages
• Ability to manage own workload effectively and efficiently while keeping to strict deadlines