Job Description

The Service Desk Analyst will be part of the internal IT department within the Service Desk Team. In this role, you will provide 1st and 2nd line IT support in accordance with best practices, ensuring the accurate recording of all reported incidents, changes, and service requests affecting IT infrastructure and networks. Your goal will be to deliver timely and cost-effective resolutions within specified service level agreements. Additionally, you will apply a high level of technical expertise to provide excellent customer service, diagnose infrastructure and network issues, and support both 1st and 2nd line requests effectively.

KEY RESPONSIBILITIES

You will:

• Provide first/second line technical support for all incidents, service requests, tasks and change requests.
• Provide and maintain a high degree of customer service for all support queries.
• Support the organization both remotely and on-site where necessary on a range of the services, systems, and equipment within agreed SLA timescales.
• Manage standard and escalate incidents, service requests, change requests, tasks and project requests and ensuring they are handled in an effective manner and progressed to resolution.
• Need to be pro-active when seeking to resolve the problem and escalate more complex issues to the appropriate team.
• Ensure all client support requests in the call logging are regularly updated on progress and dealt with in accordance with organization processes.
• Log and maintain details of all organization hardware coming into and leaving the base office in the asset tracker sheet in accordance with the organization equipment order and dispatch process.
• Pre-build and maintain organization hardware and dispatch to client where necessary. You might be required to attend other sites for installs, testing and training where necessary.
• Carry out in-house testing on all hardware, products, and services where necessary.
• Ensure successful handover of completed work and products to customers or the IT team with the appropriate documentation, training, and communication of any known faults.

QUALIFICATIONS & REQUIREMENTS:

• At least 1-2 years of experience in Service Desk, Helpdesk or Technical Support.
• Proficient in written and verbal communication in the English language.
• Asset and configuration management. You can track, log and correct information to protect assets and components.
• Continual service improvement. You know about developing process efficiency and common ways in which processes are optimized. You can support specific activities to improve development processes. You can spot or identify obvious deficiencies.
• Customer service management. You can resolve user requests to a minimum of the agreed service level agreement. You know how to empathize with the end user. You can use customer-focused metrics to achieve a satisfying outcome.
• Ownership and initiative. You can own an issue until a new owner has been found or the problem has been mitigated or resolved.
• Service focus. You know about different products and services.
• Service reporting. You can produce relevant reports in a standard format in an agreed timeframe. You can work with important stakeholders to discuss any changes in the reporting processes. You can add a commentary that provides an interpretation for the data set. (Relevant skill level: working)
• Technical understanding. You know about the subject matter and understand what it involves.
• User focus. You have an awareness or understanding of user experience analysis and its principles. You can see the purpose of user stories and focus on user needs.

Work Schedule: Monday – Friday, Must be flexible to UK time 3 pm-12 MN

Work Setup: 100% onsite