The IT Service Desk Analyst (ITSDA) will play a crucial role in providing technical assistance and support to end-users, ensuring smooth and efficient operation of their computer systems and applications. You will be responsible for diagnosing and resolving hardware and software issues, servicing IT requests and ensuring IT processes and polices are adhered to and escalating more complex problems when necessary whilst delivering exceptional customer service to our internal users. You will aim to provide excellent customer service, solving technical challenges, and contributing to a collaborative IT team.
Key Responsibilities include:
- Technical Support - Provide first-line technical support to end-users via phone, email, or in-person. Diagnose and troubleshoot hardware, software, and network-related issues. Guide users through step-by-step solutions in a clear and concise manner.
- Incident Management - Log and track incidents in the service desk ticketing system. Prioritise and escalate incidents based on urgency and impact. Ensure timely resolution of issues and adherence to service level agreements (SLAs).
- Customer Service - Deliver excellent customer service by actively listening to users and empathising with their concerns. Keep end-users informed of incident progress, notifying them of impending changes or agreed outages. Provide user training and support for various applications and technologies.
- Documentation - Create and maintain accurate and detailed documentation of common issues and their resolutions. Contribute to the knowledge base and ensure it is kept updated to facilitate efficient problem resolution.
- Collaboration: - Collaborate with other IT teams and Service Providers to resolve complex technical issues. Escalate issues to appropriate teams or specialists when necessary.
- Problem Management- Monitor and report on recurring issues to help identify root causes and prevent future incidents. Contribute to the development of proactive solutions to common problems.
Qualification & Experience:
- Bachelor's degree in Information Technology, Computer Science, or related field preferred, or equivalent work experience. ITIL foundation qualification would be a bonus.
- Previous experience in a service desk or technical support role is essential (2 years of experience or more is desirable).
- Proficient in troubleshooting Windows operating system, with familiarity with M365, Active Directory, and basic networking concepts.
- Knowledge of remote desktop tools and IT Service Management tools would also be an advantage.
- Strong interpersonal and communication skills.
- Patience and the ability to remain calm under pressure.
- Analytical and problem-solving mindset.
- Willingness to learn and adapt to new technologies.