Service Desk Analyst

Job Description

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Position: Service Desk Analyst (1st Line)

Reporting to: Service Desk Team Leader

Our client proudly holds a place among the top 10 Managed Service Providers globally. They have consistently delivered premium managed IT services, establishing themselves as a key IT partner for businesses across diverse industries. This award winning MSP takes the time to understand their clients' organisations, customising their expert services to suit their clients’ unique needs.

We’re looking for a Service Desk Analyst to join this dynamic team and help them deliver their promise to their clients.

Role Overview

As a Service Desk Analyst, you will be an integral part of this great Service Delivery Team, acting as the first point of contact for their 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
• Experience working for a MSP is essential
• Minimum of 18 months experience providing IT support
• Strong skills in troubleshooting and resolving Windows OS & Microsoft Office issues
• Some experience of administering and supporting Active Directory, Group Policy, DNS, Office 365 and SharePoint
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• 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