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Job Title: Service Desk Analyst
Position Overview:
As a First Line Service Desk Analyst, you will provide technical support to our employees across various locations. Your responsibilities include handling support requests via phone, email, and chat, resolving technical issues promptly, and ensuring minimal disruption to business operations. The role requires strong communication skills, technical expertise, and a customer-centric approach.
Key Responsibilities:
1. Provide first-line technical support via phone, email, and chat.
2. Log support requests accurately in the ticketing system, ensuring timely resolution.
3. Diagnose and troubleshoot hardware, software, and network issues; escalate complex problems.
4. Follow up with users to ensure issues are resolved and provide guidance on preventive measures.
5. Identify trends in technical issues and recommend improvements.
6. Collaborate with the IT support team to share knowledge and solutions.
7. Maintain up-to-date knowledge of IT systems, applications, and policies.
8. Adhere to data security, confidentiality, and compliance standards.
Requirements:
1. Experience in a similar technical support role in a corporate environment.
2. Strong knowledge of Microsoft Windows and Office 365.
3. Familiarity with common business applications and collaboration tools.
4. Excellent verbal and written communication skills.
5. Strong problem-solving skills and ability to work under pressure.
6. Customer-focused mindset and high-quality service orientation.
7. Ability to prioritize, multitask, and manage time effectively.
8. Relevant certifications (e.g., Comp TIA A+, Microsoft Certified Desktop Support Technician) are advantageous but not essential.
Benefits:
1. Competitive salary and benefits package.
2. Opportunities for career development and advancement.
3. Access to training programs to enhance technical skills.
At Gleeson Recruitment Group, we embrace inclusivity and welcome applicants of all backgrounds. We are a disability confident employer. By applying, you will be registered as a candidate with Gleeson Recruitment Limited. Our Privacy Policy is available on our website.
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