IT Service Desk Analyst (m / w / d)

The IT Service Desk Analyst plays a crucial role as the central point of contact for all IT-related issues and requests. This is a 1st / 2nd line hybrid role. The primary objective is to deliver an efficient and professional service that meets customer demands within the agreed service levels and business priorities. The role involves coordinating appropriate responses, including resolving issues and change requests at the first point of contact (telephone/email/face-to-face), redirecting requests to the appropriate resolver groups for resolution, monitoring progress, and ensuring timely updates to users regarding the status of their requests. Handling of escalations is also required.,

• Single Point of Contact: Serve as the primary point of contact for all IT-related issues and requests, ensuring prompt and effective resolution or escalation to the appropriate support teams. Provide exceptional customer service by addressing user inquiries, troubleshooting technical problems, and offering guidance in a professional and courteous manner.
• Incident and Request Management: Manage and prioritise incoming incidents and service requests, ensuring accurate logging, tracking, and resolution within defined service level agreements (SLAs). Apply appropriate troubleshooting techniques and resources to resolve issues at the first point of contact. Escalate incidents and requests to higher-level support groups as necessary, while maintaining ownership and keeping users informed of progress. To follow agreed procedures and processes.
• Communication and User Support: Communicate effectively with users to gather relevant information, clarify issues, and provide updates on incident and request status. Document all interactions, actions taken, and resolutions provided. Demonstrate a customer-centric approach by actively listening, empathising, and delivering solutions that meet user expectations.
• Collaboration and Knowledge Sharing: Collaborate with cross-functional teams, including 2nd and 3rd line support groups, to facilitate the resolution of complex incidents and requests. Provide detailed and accurate information to support teams, ensuring smooth handovers and effective problem-solving. Contribute to the knowledge base by documenting solutions, known errors, and workarounds to enhance the organisation's knowledge sharing culture.
• Continuous Improvement: Identify opportunities for process improvement and efficiency enhancement within the IT service desk operations. Proactively suggest ideas for automating repetitive tasks, streamlining workflows, or enhancing the user experience. Stay updated with the latest industry trends, technologies, and best practices related to IT service management and support.
• Other: To assist the Major Incident managers with complex faults. To be first point of contact for escalations within the organisation.
  
  Previous experience in a service desk or IT support role, preferably in a 1st and 2nd line support capacity.
• Strong knowledge of ITIL processes, particularly incident, change and problem management.
• Excellent problem-solving and analytical skills to assess and resolve complex incidents and changes.
• Effective communication and customer service skills to interact with stakeholders at various levels of the organisation and external parties.
• Proficient in utilising service desk ticketing systems to log, track, and resolve incidents and requests.
• Familiarity with a wide range of hardware, software, and network technologies commonly used in business environments, including but not limited to:o Active Directoryo Microsoft Exchangeo M365o Intuneo Active Roleso MDM Managemento Remote Support Tools
• Ability to work under pressure, prioritise tasks, and manage time effectively to meet SLAs and business priorities.
• Detail-oriented with a focus on accuracy and documentation. Experience of designing and documenting processes and procedures.