It Service Desk Analyst

Job Title:IT Service Desk Analyst

Individual: Are you an enthusiastic and innovative technical support analyst looking for a new fast paced challenge which will enhance your skills and ability even more? Are you customer focussed and efficient and want to take your career to the next level? Look no further this is the role for you.

Work place: My very professional, friendly, and successful client have a large service user base which needs support in many elements of Information Technology. This highly professional company has created an additional role for a Service Desk Analyst to assist and collaborate in cross-fuctional projects as well as the day to day functions of a busy Service Desk.

Overview: As an IT Service Desk Analyst, you'll play a pivotal role in ensuring smooth operations of our Service Desk, focusing on incident management and enhancing service delivery. Your technical expertise and dedication will be crucial in resolving user issues promptly and maintaining high satisfaction levels.

Responsibilities:

• Provide technical support to users via various channels, resolving issues and escalating when necessary.
• Log and track incidents, ensuring accurate documentation and timely resolution.
• Process user requests within established SLAs, maintaining precise records.
• Analyze recurring issues, collaborating with IT teams to implement permanent solutions.
• Communicate effectively with users, providing guidance and updates on incidents.
• Manage hardware and software assets, coordinating with procurement teams.
• Update documentation and contribute to knowledge base articles.
• Identify opportunities for process improvement and automation.
• Deliver exceptional customer service, exceeding user expectations.
• Collaborate with IT teams and participate in cross-functional projects.

Qualifications:

• Bachelor's degree in Information Technology or related field (certifications a plus).
• Proven experience in IT Service Desk or similar role.
• Strong understanding of Service Desk principles and incident management.
• Proficient in troubleshooting hardware, software, and networking issues.
• Familiarity with IT service management frameworks (e.g., ITIL).
• Excellent communication and problem-solving skills.
• Customer-focused with the ability to work in a fast-paced environment.
• Team player with attention to detail and adaptability to changing technologies.

Benefits:

• Highly competitive salary and package.
• Opportunity for career development and progression.
• Respectful and supportive work environment.
• Please enquire on other benefits