Service Desk Analyst

The Service Desk Analyst is responsible for providing first and second-level technical support and troubleshooting assistance for IT-related issues within the organization. This role involves responding to inquiries, diagnosing technical problems, and ensuring effective resolution or escalation of issues to ensure optimal IT service delivery.,

• Technical Support:



• Respond to and resolve technical support requests via phone, email, and in-person.


• Diagnose and troubleshoot hardware, software, network, and system issues.


• Provide guidance and assistance to users on IT-related matters.


Incident Management:

• Record, track, and document service desk requests, actions taken, and resolution details.


• Ensure timely resolution of incidents in line with service level agreements (SLAs).


• Escalate complex or unresolved issues to higher-level support teams as necessary.


System Administration:

• Assist in user account management, including creation, modification, and termination of accounts.


• Support the deployment and configuration of new hardware and software.


Customer Service:

• Deliver excellent customer service by maintaining a professional and helpful demeanour.


• Communicate effectively with users to understand their issues and provide clear, concise guidance.


• Follow up with users to ensure issues have been resolved satisfactorily.


Documentation:

• Create and update technical documentation, user guides, and knowledge base articles.


• Maintain accurate records of service desk activities, including incidents, requests, and changes.


Continuous Improvement:

• Identify opportunities for process improvements and recommend solutions.


• Participate in team meetings and contribute to the development of service desk strategies and goals.
  
  1-3 years of experience in a technical support or service desk role.


• Experience with IT service management (ITSM) tools and ticketing systems.


• Proficiency in Windows operating systems.


• Familiarity with network protocols and troubleshooting (TCP/IP, DNS, DHCP).


• Knowledge of common software applications and enterprise systems (e.g., Microsoft Office, Active Directory).


• Basic understanding of cybersecurity principles.


• Good understanding of ITIL processes.


Soft Skills:

• Excellent communication and interpersonal skills.


• Strong problem-solving abilities and attention to detail.


• Ability to work independently and as part of a team.


• Good organizational and time management skills.
  
  Annual Leave:



• 25 days, bank holidays, religious day/Christmas day and a birthday day


• Able to purchase up to 5 additional days


Other Benefits

• Hybrid working conditions


• May require occasional after-hours or weekend work to address urgent issues.


• Employee Assistance Program


• Through our FlexGenius program you can through salary sacrifice get even more benefits dental insurance, cycle to work, discounted gym memberships are just a few with many more available to you.