IT Service Desk Analyst

Key Responsibilities

- Excellent verbal and written communication skills. - Exceptional customer service and problem-solving skills. - Working on an IT Service Desk. - Supporting Microsoft Windows 10 & 11 operating systems. - Troubleshooting Microsoft Office 365 suite (MS Word, Excel etc) - Troubleshooting Microsoft 365 suite (Exchange, SharePoint, Teams, OneDrive, AAD etc) - Positive, pragmatic, and able to use your own initiative. - Understanding of the ITIL framework for IT service delivery. - Good understanding of PC hardware set-up and configuration. - Basic understanding of IP based networking.

Skills, Knowledge and Expertise

- Triage and support all customer incidents and requests, responding to support queries face to face, via phone, or through the service portal. - Follow escalation path within the department to ensure prompt resolution. - Support the continuous improvement and escalation of incident and service resolutions by monitoring ticket trends to identify common causes and problems. - Collaborate with IT colleagues and management to implement process improvements, optimising response, and resolution times. - Arrange for external technical support where problems cannot be resolved in house. - Create and maintain detailed documentation of processes, services, and systems.