Description:
As Service Desk Analyst you will act as the single point of contact for all IT incidents and service requests, supporting business users, IT suppliers, and hosting partners. You’ll be responsible for logging, triaging, and resolving issues where possible, or coordinating with resolver teams to ensure timely resolution in line with service level agreements (SLAs).
What you will be doing:
Service Desk & Customer Support
- Act as the first point of contact for all IT-related queries via telephone, email, and web portal.
- Log, update, and manage incidents and service requests in line with SLAs.
- Provide first-line investigation, diagnosis, and resolution where possible.
- Escalate and coordinate unresolved issues with 2nd and 3rd line teams and third-party suppliers.
- Take full ownership of incidents and requests, ensuring clear communication throughout.
Incident, Request & Problem Management
- Record and classify all incidents and requests accurately.
- Monitor progress and ensure timely resolution to customer satisfaction.
- Analyse incidents to identify trends and recurring issues.
- Maintain and update the knowledge base and Known Error Database.
IT Purchasing & Asset Administration
- Act as the point of contact for IT hardware and software purchasing queries.
- Provide guidance, quotes, purchase requisitions, and purchase orders.
- Coordinate delivery of IT equipment to sites.
- Maintain accurate CMDB records for hardware and software assets.
Security & Access Administration
- Act as a contact point for security-related incidents and ensure correct processes are followed.
- Process IT access for new starters and leavers, including account creation and removal.
- Maintain accurate user and customer records across systems.
About you:
- Strong customer service and communication skills.
- Ability to manage multiple tasks while working to SLAs.
- A proactive, “can-do” attitude with a strong sense of ownership
- Experience working in an IT Service Desk or support environment. (desirable)
- Confidence working with customers, suppliers, and internal stakeholders.
- Organised, detail-focused approach with good problem-solving skills.