Service Desk Analyst

We are looking for an enthusiastic & motivated individual with a positive and customer focused approach. The successful candidate will be instrumental in delivering high quality IT Support services to our customers on our Service Desks, by taking calls from customers on the phone, answering Self-Service Portal raised tickets, chat messaging etc. This is not a field based role, you will be working from a office location.

Main Duties

You will need to record accurate information about the user, their fault and other key information to aid the issue/fault being fixed. Aiming to complete a level of First Fix's (resolving customer's faults at first point of contact) where possible and working with 2nd Line to ensure the customer's expectations are met. Key Responsibilities also include, ensuring that standardised methods and procedures are used for efficient handling and reporting of incidents. Increasing the visibility and communication of incidents to business and IT staff and enhancing business perception of IT through use of professional approaches in quickly resolving and communicating incidents.