The IT Service Desk & Request Management Analyst will act as the first point of contact for technical support across designated user accounts. The role involves diagnosing, analysing, and resolving a wide range of IT issues across applications, computer systems, and end-user devices, ensuring timely resolution and high levels of customer satisfaction.
* Active Security Clearance (SC) - Essential
* Proven experience in an IT Service Desk, Helpdesk, or Technical Support role
* Strong troubleshooting experience across hardware, software, and end-user devices
* Experience operating in a fast-paced, customer-facing support environment
* Excellent verbal and written communication skills
* Strong interpersonal skills with a customer-focused mindset
* Ability to multitask, manage time effectively, and work under pressure
* Strong problem-solving, analytical, and listening skills
* Willingness to work rotational shifts, including nights and weekends
Desirable Skills & Experience
* ITIL Foundation certification
* Experience using ITSM tools (e.g. ServiceNow, Remedy, Cherwell, ManageEngine)
* Working knowledge of Microsoft 365 (M365), Active Directory, Entra ID (Azure AD), and user administration
* Experience supporting infrastructure alerts and incident management processes
* Proactive approach to continuous learning and technical development
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