Job Title: Service Desk Analyst
Location: Watford, UK (Completely Onsite)
Key Responsibilities:
Provide 1st line IT support and troubleshooting
Log, classify, and track incidents and service requests
Monitor ticket queues and ensure SLA compliance
Escalate or assign tickets appropriately
Coordinate with cross-functional teams to ensure timely resolution
Deliver excellent customer service and communication
Required Skills & Experience:
Strong knowledge of ITIL (Incident, Request, Change, Problem Management)
Experience working in an English Service Desk environment (mandatory)
Hands-on experience with ITSM tools
Excellent verbal and written communication skills (Fluent/native English)
Strong organizational and multitasking abilities
Graduate (Technical degree preferred)
MCP/MCSA/MCSE certifications preferred