Job
Description
The Service Desk Analyst will serve as the first point of contact for end-users seeking technical assistance. The role involves diagnosing and resolving technical issues, escalating complex cases, and ensuring excellent service delivery. Strong communication skills, technical expertise, and a commitment to customer satisfaction are essential. Key Responsibilities First-Line Support Respond promptly to incoming calls and tickets. Identify, diagnose, and resolve or escalate hardware, software/application, and network issues. Incident Management Log and prioritise incidents and requests in the ticketing system. Escalate unresolved issues or tasks to second-line support or relevant teams. Problem Resolution Provide accurate information and troubleshooting advice to users. Maintain knowledge of common issues and solutions to enhance support efficiency. User Training and Communication Guide users through system functionalities and best practices. Communicate updates regarding system changes, outages, and resolution times. System Monitoring Monitor IT systems/applications and alert relevant teams of potential disruptions. Use documented processes to run tests on system status. Assist in maintaining system documentation and knowledge bases. Continuous Improvement Contribute to the development of service desk processes and procedures. Participate in training sessions to keep updated on technology and tools. Key Skills and Competencies Excellent communication and interpersonal skills. Strong analytical and problem-solving abilities. Ability to prioritise tasks and manage time effectively. High level of patience and empathy when dealing with users. Proficiency in technical support tools and ticketing systems. Technical Skills Operating Systems Proficiency in Windows OS (e.g., Windows 10/11) and Server 2016/2019 advantageous. Familiarity with MacOS and Linux-based systems (optional but advantageous). Knowledge of OS installation, configuration, and troubleshooting. Software and Applications Support for Microsoft Office Suite (O365) Basic knowledge of software installation, updates, and licensing management. Willing to learn in-house applications Hardware Support Troubleshooting desktops, laptops, printers, and peripherals. Knowledge of hardware diagnostics and basic repairs. Understanding of device drivers and compatibility issues. Networking Basic understanding of networking concepts such as: TCP/IP, DNS, DHCP, and VPN. Wireless and wired network troubleshooting. User Management Experience with Active Directory (AD) for: User and group account management, password resets. Familiarity with Single Sign-On (SSO). Remote Support Tools Proficiency in using remote desktop tools (BeyondTrust/Bomgar) Tools like Windows Remote Desktop Ticketing Systems Experience with ServiceNow Ability to log, categorise, prioritise, and track incidents and requests effectively. IT Security Basics Awareness of common cybersecurity practices: Password policies, phishing prevention, and malware identification. Basic troubleshooting of antivirus software and firewalls. Telephony Systems Basic troubleshooting of MS Teams Mobile Device Management (MDM) Familiarity with MDM Intune platform for managing smartphones, tablets, and other mobile devices. Backup and Recovery Basic understanding of backup solutions and data recovery processes. Additional Skills (Role-Specific or Advanced) Cloud Platforms: Basic understanding of Office 365 ITIL Framework: Familiarity with Incident, Problem, and Change Management. Qualifications A bachelor's degree in IT, Computer Science, or a related field is advantageous. Relevant certifications (e.g., ITIL Foundation, CompTIA A+) are a plus. Proven experience in a similar role or technical support position. Performance Metrics Ticket update and resolution time. User satisfaction ratings. Accuracy in issue documentation. Adherence to SLAs (Service Level Agreements). Work Environment Fast-paced environment with a focus on teamwork and collaboration. The team will work a shift/rota system to cover 24/7. Occasional extended hours during critical outages or system upgrades. Show more Show less
