Service Desk Analyst

Employment Type
Full time

Role Purpose

We are seeking ambitious hard working team players to join our service operations team and build their careers with the business. The Service Desk Analyst will work within the Service Desk Team providing 1st line software, hardware and network support to our customers.

You will support multiple clients responding to requests and solving problems impacting delivery of BAU IT services. You will also identify and suggest improvements to processes and procedures used by the Service Desk to keep our customers happy.

Key Responsibilities

Providing top-quality 1st line support
Taking ownership of incidents, requests and problems
Ensure all modes of customer contact are responded to – Telephone calls and Emails, Self-Log
Providing a first class level of service by meeting or exceeding contractual SLAs, KPIs and Customer Satisfaction
Ensure the highest level of trouble shooting is applied to every customer contact made through the use of agreed scripts and processes
Recording and maintaining the knowledge and known error database Managing incidents, requests and problems

Skills and Experience

Previous experience within a Service Desk environment delivering remote support to corporate clients
Understanding of Incident/Request management and ticket handling
Experience of working to SLA’s and KPI measures
Experience of using/contributing to a Knowledge base
Understanding of ITIL is beneficial
Strong interpersonal and relationship building skills. The ability to communicate effectively verbally and in writing
Excellent Customer Service skills
A passion for technology and a desire to build a career in IT managed services

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

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