IT Service Desk Analyst

• Resolve incoming IT queries remotely via email and phone
• Log details of issues on the company ticketing systems
• Prioritise and resolve IT concerns, escalating serious issues as necessary
• Manage assigned tickets in a timely manner, keeping customers updated
• Perform system installations, updates, and maintenance procedures to avoid service interruptions
• Provide exceptional customer service to ensure a superb customer experience
• Prepare training manuals and FAQs for end-user guidance
• Document processes and maintain service desk records
• Make recommendations to optimise IT performance and prevent future issues
• Collaborate with internal departments to ensure IT needs are met
• Keep informed of advancements in IT

Technologies:

• Support
• ServiceNow

• Experience in a customer support role with a technical service desk background
• Knowledge of Dynamics, ServiceNow, or an in-house ticketing system (beneficial but not essential)
• Excellent communication and interpersonal skills
• Strong customer service skills with the ability to resolve issues efficiently
• Organisational skills to manage multiple tasks effectively
• Technical proficiency in IT
• Ability to work within service levels and KPIs

We are a leading company within the IT sector, looking for an organised and professional Service Desk Analyst/First Line Support to join our technical team serving a UK-wide client base. We offer a friendly and supportive work environment, along with a competitive salary and excellent opportunities for career progression.