Service Desk Analyst
6 Month contract initially.
Based: Onsite in Crawley.
Rate: £160‑£180 p/d via Umbrella.
You will be supported to succeed in a progressive, world‑leading organisation.
Key Responsibilities
* Service Desk associate responsible for taking calls, chats, handling emails and Self Service tickets in a 24*7 environment.
* Respond to user inquiries via phone, email, chat, or ticketing systems.
* Act as the initial point of contact for IT issues, logging and tracking incidents.
* Diagnose and resolve common IT problems, escalating complex issues to higher levels.
* Possess a solid understanding of IT infrastructure.
* Be proficient in using IT service management (ITSM) tools and ticketing systems.
* Accurately document all incidents, solutions, and actions taken.
* Identify trends and patterns in user issues to proactively address potential problems.
* Contribute to the development and maintenance of knowledge base articles.
Key Skills & Experience
* Good communication skills both verbal and written.
* Service Desk technical proficiency L1.5.
* Positive attitude towards work.
* Multitasking skills.
* Effective listening skills.
* Problem solving and analytical skills.
* Familiarity with ITSM tools.
Equal Opportunity Statement
We welcome applications from all individuals, regardless of background or identity, and we encourage candidates who may not meet every listed requirement to still apply. If you require any adjustments or support during the recruitment process, please let us know and we will work with you to ensure a fair and accessible experience.
J-18808-Ljbffr