Direct message the job poster from Adroit People Limited (UK)
IT Service Desk Analyst (Hybrid Working)
Liverpool, England, United Kingdom
Responsibilities
* Work as part of the Shift system on the IT Service Desk
* Receive and handle user requests for service, following agreed procedures
* Provide 1st line support by troubleshooting IT related problems
* Promptly allocate calls as appropriate
* Log incidents and service requests and maintain relevant records
* Identify and classify incident types and service interruptions
* Record incidents cataloging them by symptom and resolution
* Monitor queues and assign tickets to appropriate resources for troubleshooting and ticket resolution
* Ensure SLAs are maintained
* Assign tickets out of scope to Service Desk/Other Teams
* Coordinate tickets that cross organizational boundaries to ensure customer satisfaction
Skills required
* Technical Service Desk background
* Familiarity with ServiceNow
* Multi‑lingual effective and fluent communication in language(s)
* Ability to troubleshoot and research application issues
* Ability to explain technical information to end users with effective verbal and written communication
* Ability to set priorities and handle multiple tasks
* Adherence to Service Desk processes and procedures
* Positive, flexible contribution to achieving team targets and objectives
* Highly effective team player
Seniority level
Mid‑Senior level
Employment type
Contract
Job function
Information Technology – Software Development
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