IT Service Desk Analyst

Description:

As an IT Service Desk Analyst, you will be the first point of contact for IT support across our global business. This role is ideal for someone with at least 1 year of experience in a Service Desk or IT support environment, who is passionate about delivering excellent customer service and resolving technical issues efficiently. You will work within a collaborative team, handling incidents and requests, and ensuring smooth delivery of IT services.

What you'll be doing:

• Respond to IT support requests via phone, email, and ticketing system, ensuring accurate logging and categorisation of incidents and requests.
• Troubleshoot and resolve first-line technical issues, including hardware, software, and user access problems.
• Escalate complex issues to second-line or specialist teams following defined escalation procedures.
• Follow IT Service Desk processes, including prioritisation, SLAs, and incident management best practices.
• Maintain accurate documentation, update tickets promptly, and contribute to the knowledge base for common issues and solutions.
• Deliver excellent customer service, ensuring clear and professional communication with end-users.
• Participate in team meetings and training sessions, sharing knowledge and supporting continuous improvement.
• Ensure compliance with IT security policies and promote best practices in all interactions.
• Contribute to a positive team culture and uphold company values.

Skills & qualifications:

• Minimum 1 year experience in an IT Service Desk or similar technical support role.
• Strong troubleshooting skills for common hardware, software, and network issues.
• Excellent communication and customer service skills.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Familiarity with ITIL principles and incident management processes (desirable).
• Basic understanding of Active Directory, Microsoft 365, and remote support tools (desirable).