IT Service Desk Analyst Jobs

If you are looking for IT service desk analyst jobs, we have a great role Service Desk Analyst to join a growing IT Department. The roles offers remote working. The hours are to cover 8am to 6pm 7.5 hours a day on a shift basis. The salary is £24,000 – £30,000.

The Service Desk team is the first point of contact for this business when engaging with our IT support function and is responsible for ensuring the experience is positive. Our client is keen for their relationship with the business to be strong, and they aim to always deliver quality service.

Job Responsibilities of a service desk analyst

Main Purpose of Job:

Firstly, deal with support tickets via telephone, e-mail, web portal and chat.

Secondly, patiently listening to Customer queries and either resolving at first contact or accurately identifying the appropriate department to assist.

Likewise, accurately recording Customer issues within our call logging software.

Also, validating Customer contact details to ensure hassle-free future engagement.

1st / 2nd line fix for IT support issues using the Service Desk system and resolve in accordance with defined SLAs.

Work within the framework of best practices for IT Service Management.

Provide operational 2nd line support using the Service Desk system and resolve in accordance with defined SLAs.

Lastly, travel and support company sites, as required.

Desired skills and experience will consist of:

Firstly, certifications such as:- ITIL Foundation, Service Desk Institute, MCSA, CompTIA A+, Security+, IT Diplomas etc.

Secondly, working in a business to business environment

Also, experience working in an enterprise level Service Desk environment in line with ITIL best practice

Installs, configures, and maintains approved telecom/network hardware and software components.

Maintains structured cabling systems, telecom systems, WAN, LAN, wireless networks, local Internet, remote access, VPNs, and connectivity protocols.

Analyses and implements network software or hardware changes.

Provides support for connectivity or related network/communication issues.

Collaborate with vendors and service providers to ensure services received meet expected requirements.

Lastly, ensure adherence and action on IT security policies.

What we are looking for in Service Desk Analyst:

Firstly, focused on Customer Experience, Excellent Communication and Interpersonal skills

Secondly, Customer Service Support Experience and Excellent Listening Skills

Likewise, A good team player and capable of following work instructions

Also, good attention to detail and a fast learner

Be a good Problem Solver/Analytical

Lastly, Good at Prioritising and Multi-Tasking

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