Service Desk Analyst

Job Title: Trainee Service Desk Analyst

Salary: £25,000 per annum

Location: Lockington - Derby

Recardo Group are currently representing a market leading organisation in the hire of a Service Desk Analyst. Working as part of the First Line Support Team you will play a crucial role in providing technical support to our employees across various locations. You will be responsible for handling incoming support requests via phone, email, and chat, resolving technical issues promptly and ensuring minimal disruption to business operations. The role requires strong communication skills, technical expertise, and a customer-centric approach to support our diverse workforce effectively.

The successful candidate will be responsible for:

• Respond to incoming support requests via phone, email, and ticketing system in a timely and professional manner.
• Diagnose and troubleshoot basic technical issues related to hardware, software, and network connectivity.
• Escalate complex issues to second line support or appropriate IT staff when necessary.
• Maintain accurate records of all interactions and resolutions in the ticketing system.
• Provide excellent customer service by communicating effectively with users, understanding their needs, and providing clear instructions and updates.
• Assist in setting up and configuring new hardware and software for end users.
• Participate in ongoing training and development to enhance technical skills and knowledge.
• Contribute to the creation and maintenance of support documentation and knowledge base articles.

The successful candidate will:

• Have a key desire to start their career in IT
• Have excellent communication skills with the ability to liaise at all levels
• Be able to use their initiative to resolve complex queries