Dts Service Desk Analyst

Description:

The Role

Reporting into the DTS Service Desk Manager, the key responsibilities are but not limited to:

• Record and escalate IT incidents and problems. Provide initial judgment diagnosis and remediation where possible.
• Provide guidance in the use of services provided by the DTS department.
• Liaise with DTS colleagues and external suppliers to ensure resolution of incidents and fulfilment of Service Requests.
• Take phone calls, respond to emails and attend to walk-ins to the Service Desk. Providing a customer service role. Ensuring all tickets are logged and responded to in a timely manner in line with response targets.