Service Desk Analyst

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

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Key Responsibilities:

• Provide first-line technical support to Group 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 the group's IT systems, applications, and policies.
• Adhere to company standards for data security, confidentiality, and compliance with relevant regulations. ul>

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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 prioritise workload, multitask, and manage time effectively to meet deadlines.
• Relevant certifications (e.g., Comp TIA A+, Microsoft Certified Desktop Support Technician) are advantageous but not essential. ul>

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Benefits:

• Competitive salary and benefits package.
• Opportunities for career development and advancement within the business.
• Access to training programs and resources to enhance technical skills and knowledge. ul>

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At Gleeson Recruitment Group, we embrace inclusivity and welcome applicants of all backgrounds, experiences, and abilities. We are proud to be a disability confident employer.

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