Description:
The Service Desk Analyst will serve as the first point of contact for designated account users requiring technical support. This role involves working with applications, computer systems, and handheld devices to analyze, diagnose, and resolve a wide range of issues ensuring timely and effective resolution.
Key responsibilities:
- Provide support on a 24x7x365 rotational shift working basis including nights and weekends.
- Act as a single point for all incoming communications, including phone calls, chat, service portals, alerts, and e-mails.
- Promptly handle and resolve user-reported issues or alerts, minimizing business disruptions.
- Manage and fulfill service requests such as software installations, access permissions, and hardware/software setup.
- Create and maintain documentation and knowledge base articles to enhance support efficiency.
- Maintain clear and effective communication with users, keeping them informed of issue/request status and ensuring positive customer experience.
- Log all customer interactions in the designated ITSM tool, taking ownership of incidents through to resolution.
- Conduct quality analysis where required.
- Escalate complex issues to appropriate support teams, ensuring timely follow-up and resolution.
- Coordinate with multiple stakeholders to ensure ticket closure within SLA timelines.
- Pro-actively assist users to prevent reoccurring issues.
- Act as a backup for the Incident Manager when assigned.
- Troubleshoot a wide range of IT issues, including hardware (desktops, laptops, printers, phones) and software/applications.
- Monitor alerts from infrastructure components and respond appropriately.
- Adhere to established processes and procedures.
Your Profile
Essential skills/knowledge/experience:
- Quantifiable experience of operating in a fast-paced, client-facing environment.
- Strong troubleshooting skills for a range of IT related issues.
- Demonstrated commitment to continuous technical learning.
- Excellent Interpersonal and communication skills.
- Multitasking.
- Ability to Improvise and being able to adapt to unexpected situations.
- Active listening, problem solving and analytical skills.
Desirable skills/knowledge/experience:
- ITIL Foundation certification.
- Proficiency ITSM tools, M365 applications, Active Directory, Entra ID, and User Administration.