Service Desk Analyst

Providing efficient technical support whilst ensuring a positive customer experience
Using initiative and being flexible in your approach to professionally and efficiently deliver the correct results for users, colleagues and the organisation
Delivery of high-quality customer service and technical support to all internal customers

This role reports to the IT End User Services Manager.

Main Responsibilities

Providing technical support primarily via the phone or remote assistance to internal users throughout
Ensuring all detail and accurate information is captured at first point of contact and logged via ITSM tool (ManageEngine)
Provide troubleshooting and diagnostic capabilities
Communicating with users as required, keeping them informed of incident progress, notifying them of impending changes and service outages
Working collaboratively with colleagues to ensure knowledge is shared so incidents and requests are resolved or routed to the most appropriate resources
Using documented knowledge to achieve rapid resolution to maintain or exceed KPIs and SLAs

This role would ideally suit someone from a strong customer service background looking to break into the IT market.