Service Desk Analyst (Temporary)Location:Belfast
Contract Type: Temporary
Duration: 9 months
Salary: Band 4
Job PurposeThe Service Desk Analyst will provide first-line technical support to internal users, ensuring that IT incidents and service requests are logged, managed, and resolved efficiently. The role requires excellentmunication skills, a customer-focused approach, and the ability to troubleshoot basic IT issues.
Key Responsibilities
1. Act as the first point of contact for all IT-related queries via phone, email, or ticketing system.
2. Log, prioritize, and manage incidents and service requests in line with agreed SLAs.
3. Diagnose and resolve basic hardware, software, and network issues.
4. Escalateplex issues to second-line support or relevant teams when necessary.
5. Provide guidance and support to users on standard IT processes and systems.
6. Maintain accurate records of all interactions and resolutions in the ITSM system.
7. Assist with user account management (password resets, access permissions).
8. Support the deployment of software updates and patches where required.
9. Contribute to continuous improvement by identifying recurring issues and suggesting solutions.
Essential Criteria
10. Previous experience in an IT Service Desk or similar technical support role.
11. Strong knowledge of Microsoft Windows OS and Office 365 applications.
12. Basic understanding of networking principles (TCP/IP, DNS, DHCP).
13. Excellentmunication and customer service skills.
14. Ability to work under pressure and manage multiple tasks effectively.
Desirable Criteria
15. ITIL Foundation certification or knowledge of ITIL processes.
16. Experience with Active Directory and remote support tools.
17. Familiarity with ITSM ticketing systems (, ServiceNow, Remedy).
Keypetencies
18. Problem-solving and analytical skills.
19. Attention to detail and accuracy.
20. Team player with a proactive attitude.
21. Ability to learn quickly and adapt to new technologies.
#4761489 - Gemma Roberts