IT Service Desk Analyst

Role: We are assisting a dynamic company who are searching for IT Service Desk Analysts who are comfortable providing technical support to a large userbase within a corporate environment. This Service Desk Analyst role will best suit professionals who possess system migration support and have operated in a 1st and/or 2nd line support capacity before.

Main Duties:

• Liaise with users via phone, remote sessions, video conferencing and email to assist with 1st and 2nd line technical issues
• Provide IT Service Desk Analyst/1st & 2nd Line Support and triage tickets to senior support & 3rd line support teams
• Software support for laptops and desktops
• Complete online and email ticket requests with a high level of diligence
• Respond to user requests and assist and teach users where appropriate
• Perform troubleshooting and fault diagnostics
• Provide excellent customer service at all times and offering empathy and patience to the users
• Take accountability and ownership for all assigned tickets
• Answer telephone calls in a professional, confident and timely manner, with a strong focus on first time fixes

• Previous experience operating as an IT Service Desk Analyst/1st or 2nd Line Support/Technical Support role
• Experience of supporting projects, ideally migrations and/or applications
• Experience of using an ITSM tool
• Competent at identifying and fixing desktop hardware & software issues
• Basic networking and general fault diagnosis
• Customer service experience and strong communication skills
• Ability to explain step by step instructions on a call and hand hold users with great customer service and empathy to the situation
• A team player who is self-motivated, enthusiastic, and keen to learn