We are seeking a skilled Service Desk Analyst to join our team, supporting business users across Europe through various communication channels.
The ideal candidate will have a strong technical background, excellent problem-solving skills, and the ability to work independently with minimal supervision. They will be responsible for managing incident recording, alerting, classification, investigation, resolution, and assignment to second-level teams.
Key Responsibilities
* Perform incident management on supported products and services.
* Provide first-line support to business users via webchat, phone, and online channels.
* Perform triage, resolve incidents, and respond to queries on PCs, laptops, printers, mobile devices, email, and business applications.
* Drive technical content and departmental procedures to the knowledge base.
* Adhere to agreed service levels and promote quality measures.
Requirements
* At least 1 year's experience in a related technical support role.
* IT, Computer Science, or Business qualification.
* Excellent inter-personal skills.
* Good problem-solving and troubleshooting skills.
* Good working knowledge of IT business technologies; networks, servers, Windows operating system, PC hardware, Microsoft 365, MS Office, and major shrink-wrap business applications.
* Experience of an ITSM ticketing tool such as ServiceNow.
Benefits
We offer a comprehensive benefits package including competitive salaries and bonuses, robust Learning and Development support, excellent Defined Contribution pension, and comprehensive Wellbeing initiatives and support.
About the Role
This is an exciting opportunity to work in a dynamic environment where you can develop your skills and contribute to delivering superior customer satisfaction.
As a Service Desk Analyst, you will play a crucial role in ensuring that business users receive timely and effective support, resolving issues efficiently, and promoting quality measures.
We value diversity and inclusion, and we strive to create a workplace culture that promotes equality and respect for all employees.