Service Desk Analyst

Service desk Analyst

Position Overview:

The role requires strong communication skills, technical expertise, and a customer-centric approach to support our diverse workforce effectively.

Key Responsibilities:

• Provide first-line technical support to employees via phone, email, and chat.
• Log all support requests and technical issues accurately in the ticketing system, ensuring timely resolution and documentation.
• Diagnose and troubleshoot hardware, software, and network-related issues, escalating complex problems to the appropriate teams for resolution.
• Follow up with users to ensure their technical issues have been resolved satisfactorily and provide guidance on preventive measures.
• Proactively identify trends in technical issues and recommend improvements to enhance system reliability and user experience.
• Collaborate with other members of the IT support team to share knowledge, best practices, and solutions.
• Maintain up-to-date knowledge of IT systems, applications, and policies.
• Adhere to company standards for data security, confidentiality, and compliance with relevant regulations.

Requirements:

• Proven experience in a similar role providing technical support in a corporate environment.
• Strong knowledge of Microsoft Windows operating systems and Office 365 suite.
• Familiarity with common business applications and collaboration tools.
• Excellent communication skills, both verbal and written, with the ability to communicate technical concepts effectively to non-technical users.
• Strong problem-solving skills and the ability to work well under pressure in a fast-paced environment.
• Customer-focused mindset with a passion for delivering high-quality service to internal stakeholders.
• Ability to prioritize workload, multitask, and manage time effectively to meet deadlines.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) are advantageous but not essential.

Loaction: Castle Donington - Office based