IT Service Desk Analyst

Our client, a leading company within the IT sector, are looking to recruit an organised, professional and efficient Service Desk Analyst/First Line Support to join a technical team proving support to a UK wide client base.

Reporting to the IT Manager, duties to include.

* Resolving incoming IT queries remotely via email and phone.

* Logging details of issues on the company ticketing systems

* Prioritising and resolving IT concerns and escalating serious issues to relevant departments.

* Managing assigned tickets in a timely manner, ensuring customers are kept up to date.

* Avoiding service interruptions by performing system installations, updates, and maintenance procedures.

* Working to different service levels and KPI’s, but at all times you’ll provide exceptional customer service ensuring a superb customer experience.

* Preparing training manuals and FAQ materials for easy-access end-user guidance.

* Documenting processes and maintaining service desk records.

* Making recommendations to optimise IT performance and to prevent future problems.

* Collaborating with internal departments to ensure that IT needs are met.

* Keeping informed of advancements in IT.

Ideally as a successful candidate you will possess experience in a customer support role with a technical service desk experience, knowledge of Dynamics, Service now or an inhouse ticketing system could beneficial but not essential, together with excellent communication, interpersonal and customer service skills with the ability to resolve issues in an efficient manner.

In return the company offers the chance to join a friendly and supportive team within a relaxed and cutting-edge work environment together with a competitive salary and excellent career progression