Desktop Support Analyst

Employment Type
Full time

Role Purpose

As a member of Service Operations, you will play a key role in the delivery of high quality technical support for the business and the customer, whilst delivering exceptional customer satisfaction and a personalised service.

This position requires troubleshooting, problem-solving and technical skills using various diagnostic tools. In addition, strong inter-personal skills are required to guide customers through situations, providing the customer satisfaction. This may often be under challenging conditions. 


Key Responsibilities

Receive and respond to incoming customer calls, applying First Time Fixes wherever possible.
Monitor and progress incoming emails and progress to the relevant Service Area
Assess, Troubleshoot and Resolve all End User Computing issues using known troubleshooting methodologies
Resolve Standard Service Requests related to End User Computing 
Provide the highest level of service by meeting or exceeding contractual SLAs and KPIs and by proactively identifying process improvement opportunities within the department
Work with your colleagues to answer incoming calls, raise relevant cases and act as an overall first point of contact to end users

Skills and Experience

Microsoft Windows Operating Systems
Microsoft Office, 365 and other associated applications
Building of hardware, Networking skills

For more information about this position, please email and include a copy of your CV

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