Service Desk Analyst - 1st Line Support - York Offices
Overview
As an IT Service Desk Analyst, you will be responsible for logging, categorising and prioritising IT incidents and service requests, providing first-line technical support and ensuring requests are handled in line with agreed SLAs. You will also assist with access management, asset tracking and on-site support where required.
This role requires strong communication skills, a methodical troubleshooting approach and a commitment to delivering a high level of customer service.
Key Responsibilities
* Act as the first point of contact for all IT incidents and service requests.
* Provide Tier 1 / 1st line support for a range of IT issues.
* Log, categorise and prioritise incidents and requests accurately within the service management system.
* Deliver excellent customer service and maintain professional communication with users.
* Proactively manage user expectations by providing clear updates on incident progress.
* Resolve incidents within agreed SLAs, escalating where appropriate.
* Assign incidents and requests to the wider IT team when required.
* Support user access management, including adding, changing or removing access.
* Provide occasional on-site support to users when required.
* Assist with the management and tracking of IT hardware and software assets.
* Participate in training for new technologies and services as they move into operational support.
Key Skills required
* Previous 1st Line / Tier 1 IT Service Desk experience in a customer-facing role.
* Experience working to Service Level Agreements (SLAs).
* Working knowledge of Windows 10 and Microsoft Office.
* Excellent communication skills with the ability to support both technical and non-technical users.
* Strong troubleshooting and problem-solving skills.
* Highly organised with strong time management abilities.
* Ability to remain calm and effective when working under pressure.
If you'd like to apply, please send across a copy of your CV to Josh.Horne@investigo.co.uk for review.
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