IT Service Desk

Service Desk Analyst (Temporary)

Location:Belfast Contract Type: Temporary Duration: 9 months Salary: Band 4

Job Purpose

The Service Desk Analyst will provide first-line technical support to internal users, ensuring that IT incidents and service requests are logged, managed, and resolved efficiently. The role requires excellent communication skills, a customer-focused approach, and the ability to troubleshoot basic IT issues.

Key Responsibilities

• Act as the first point of contact for all IT-related queries via phone, email, or ticketing system.
• Log, prioritize, and manage incidents and service requests in line with agreed SLAs.
• Diagnose and resolve basic hardware, software, and network issues.
• Escalate complex issues to second-line support or relevant teams when necessary.
• Provide guidance and support to users on standard IT processes and systems.
• Maintain accurate records of all interactions and resolutions in the ITSM system.
• Assist with user account management (password resets, access permissions).
• Support the deployment of software updates and patches where required.
• Contribute to continuous improvement by identifying recurring issues and suggesting solutions.

Essential Criteria

• Previous experience in an IT Service Desk or similar technical support role.
• Strong knowledge of Microsoft Windows OS and Office 365 applications.
• Basic understanding of networking principles (TCP/IP, DNS, DHCP).
• Excellent communication and customer service skills.
• Ability to work under pressure and manage multiple tasks effectively.

Desirable Criteria

• ITIL Foundation certification or knowledge of ITIL processes.
• Experience with Active Directory and remote support tools.
• Familiarity with ITSM ticketing systems (e.g., ServiceNow, Remedy).

Key Competencies

• Problem-solving and analytical skills.
• Attention to detail and accuracy.
• Team player with a proactive attitude.
• Ability to learn quickly and adapt to new technologies.

#4761489 - Gemma

• Previous experience in an IT Service Desk or similar technical support role.
• Strong knowledge of Microsoft Windows OS and Office 365 applications.
• Basic understanding of networking principles (TCP/IP, DNS, DHCP).
• Excellent communication and customer service skills.
• Ability to work under pressure and manage multiple tasks effectively.

Desirable Criteria

• ITIL Foundation certification or knowledge of ITIL processes.
• Experience with Active Directory and remote support tools.
• Familiarity with ITSM ticketing systems (e.g., ServiceNow, Remedy).

Key Competencies

• Problem-solving and analytical skills.
• Attention to detail and accuracy.
• Team player with a proactive attitude.
• Ability to learn quickly and adapt to new technologies.