IT Service Desk Analyst
Digital Technologies
Overview
We are looking for a customer-focused IT Service Desk Analyst to join a high-performing Digital Technologies Service Desk. You will act as the first point of contact for IT, AV, telephony and security-related incidents and service requests, delivering responsive, high-quality support and an excellent user experience.
Key Responsibilities
Provide first-line support via phone, email and remote tools
Log, categorise and prioritise incidents and service requests using a service management system
Diagnose and resolve a broad range of IT issues across hardware, operating systems, applications and networks
Deliver first-time fixes where possible and escalate complex issues to specialist teams when required
Retain ownership of tickets, monitoring progress and keeping users informed
Perform routine administration including user accounts, permissions, device management and Office 365 mailbox administration
Identify trends, contribute to problem management and support major incident resolution
Maintain accurate documentation and contribute to the Service Desk knowledge base
Identify and escalate potential security incidents in line with agreed procedures
Skills & Experience
Essential:
Experience in a busy IT Service Desk or technical support environment
Strong customer service and commu...