Job Description
Role: - First Line Service Desk Analyst
Our client stands out with a confident, accessible, and enterprising approach, prioritising performance, service, and value. Our aim is to excel in the ordinary, simplify complexity, and empower our clients to build better, stronger businesses.
They are looking for a Service Desk Analyst to join their team and help deliver on their promise to their clients. If you are enthusiastic about technology, customer service, and professional growth, we invite you to become a key member of their Service Desk team.
Role Overview
As a Service Desk Analyst, you will be an integral part of our dynamic Service Delivery Team, acting as the first point of contact for our clients’ IT requests and issues.
Key Responsibilities
* Act as the first point of contact for our clients’ IT requests and issues via phone, ticketing system and email
* Diagnose and resolve 1st line assigned tickets within target resolution times
* Accurately classify and log tickets, keeping detailed ticket notes throughout the lifecycle of a ticket
* Provide excellent customer service and an excellent customer experience at all times
* Conduct personal queue and ticket triage to prioritise and manage your workload, escalating as and when required using internal processes
* Liaise with partners and third-party vendors to resolve customer issues
* When allocated, perform the dispatch role, allocating inbound emails requests and balancing the workloads of other technicians
Key Requirements
* Superb customer service, telephone and client facing skills
* Previous experience providing IT support for a MSP is essential
* Strong skills in troubleshooting and resolving Windows OS & Microsoft Office issues
* Experience of administering and supporting Active Directory, Group Policy, DNS, Office 365 and SharePoint
* An understanding of and keen interest in networking technologies
* The ability to build, configure, administer and support Windows devices (laptops, desktops etc)
* Excellent verbal and written communication and the ability to communicate with others to determine their needs and explain complex issues to differing skill levels
* Being able to demonstrate a passion and commitment to learning new technologies either by ongoing certifications or personal interest projects
* Excellent team player but with the capacity to be strongly self-motivated
* Ability to deal with difficult or demanding situations in a calm and professional manner