Service Desk Analyst

Description:

Are you an IT Service Desk Analyst who has a strong customer service and organisation skills? Have you worked in a large organisation before where you have supported a large group of people? If the answer is YES, this industry leading private sector organization is looking for you.

As an IT Service Desk support to the business with a focus on customer service and business need. You will provide 1st and 2nd level support to a 500 strong user base and see tickets through to resolution.

Interaction, cooperation and support will be required across all areas of IT and the business. The position will be required to communicate with customers, colleagues, peers and may also be required to log hardware faults with vendors.

• Act as the first point of contact to internal issues for all IT support queries
• Provide first-line investigation and diagnosis.
• Ensure that unresolved issues are promptly allocated as appropriate.
• Active Directory administration and support
• Mobile device support and management
• Proven experience in a similar role supporting a national userbase within a professional services environment
• Strong Windows 10/11 support experience
• Demonstrated experience using formal call logging software (ie ServiceNow)
• Experience with Microsoft Exchange, Microsoft Azure, Microsoft Intune, MDT.
• High-level customer service skills with a focus on conflict management and root cause analysis.