IT Service Desk Incident Analyst

Polar Recruitment are currently recruiting on behalf of a prestigious global brand in the Technology sector for an IT Service Desk Incident Analyst to join the ICT Services & Support Team

Reporting to the Service Desk Team Leader, the IT Service Desk Incident Analyst will be tasked with receiving and logging all first line technical queries and requests from internal and external customers on Service Management platforms, resolving where possible or escalating as required.

IT Service Desk Incident Analyst - responsibilities

• Receive and log all first line technical queries


• Provide first line support, resolving issues over the phone, escalating to second line support if required.


• Monitor and respond to the Incident Management email inbox.


• Diagnose and log incident tickets on the incident management system and escalate to appropriate resolver group


• Log all queries via incident call management systems, updating call status where appropriate and closing calls once actions are complete.


• Single point of contact on key accounts for Account Managers/Partners for queries/escalations.


• Request despatch of spare parts via Service Operations Administration, and request field service call via the Service Scheduling Team if required.


• Observe and adhere to agreed SLA's.


• Monitor call status and escalate any outside of SLA for resolution.

IT Service Desk Incident Analyst - Skills & experience

• Previous experience in a similar 1st line IT Service Desk/Incident Analyst position.


• Experience using IT Service Desk/Incident Management tools.


• Technical IT skills including software - MS Windows, MS Ofiice, IT Hardware/Peripherals etc.


• Relevant academic or professional qualifications highly desirable (e.g.
  IT Degree, A+, Microsoft etc.)


• Excellent telephone manner, with very strong customer service skills.


• Strong organisational skills, adept at multi-tasking.


• Positive attitude, good team player

The IT Service Desk Incident Analyst will be rewarded with an attractive salary and benefits package, including 25 days holiday, pension, life assurance and more, allied to excellent career advancement opportunities with a recognised international brand within the technology space.