Service Desk Analyst

Description:

As our new Service Desk Analyst, you will be the first point of contact for our users, providing technical assistance and ensuring smooth and efficient resolution of IT-related issues for our colleagues across the globe.

Your ability to troubleshoot, communicate effectively, and provide excellent customer service will be crucial in maintaining our high standards of support, including via phone, email, portal, chat and face-to-face.

As our new Service Desk Analyst, you will also:

• Provide regular status updates to colleagues to ensure that incidents and requests are effectively prioritised and actioned
• Ensure incidents and service requests are delivered against structured SLA and KPI targets to deliver excellent service to colleagues and members
• Effectively classify and prioritise incidents and escalate to Team Leader where appropriate
• Ensure that requests for access to systems and resources are adequately approved.
• Proactively look for improvement in service, supporting other members of the team

We are looking for:

• Proven practical experience of working within a Service Desk or IT support team
• Experience of managing incidents and requests via an IT Service Management platform / ticket management system
• Experience of explaining technical issues and solutions to non-technical staff
• A team player, who is proactive, adaptable with the ability multi-task and work under pressure
• A strong communicator, both written and verbal with excellent customer service skills
• Ability to problem solve and make informed decisions using own initiative