Service Desk Analyst

Service Desk Analyst - 24/7 Shift Rota

This role provides 1st line technical support to our customers, troubleshooting problems remotely (by telephone, email, or remote access) or scheduling Field Engineers to provide on-site break-fix support.

Service Desk Analyst tasks and responsibilities will include:

• Ensuring tickets are resolved in accordance with service level agreements (SLAs)
• Always providing excellent customer service, striving to exceed client and business expectations
• Liaising with other internal departments and external partners to resolve tickets when required
• On occasion, assisting the Helpdesk Scheduling Assistant with scheduling Field Engineers for site visits when problems cannot be resolved remotely

The above is not an exhaustive list of duties and you may be expected to perform different tasks as necessary to meet the overall business objectives of the organisation.

About you

We are seeking someone with experience in troubleshooting IT problems and supporting IT hardware, which includes printers, laptops, desktops, and mobile devices. This experience can be gained through previous roles or through academic study, such as a college or university course. Additionally, excellent customer service skills are required for this position.

The role is fast-paced, and the ability to prioritize and manage multiple conflicting deadlines is essential.

Key qualities for success in this role include strong problem-solving skills and attention to detail. Regular communication with internal and external stakeholders of all levels will be required, so excellent written and verbal communication skills are important.

Job Types: Full-time, Permanent