Job Description
This role is responsible for providing first-level support to users, managing incidents, recording and alerting, initial support and classification, investigation and diagnosis, resolution and recovery, or assignment to second-level teams as well as the administration of a knowledge base management system on behalf of the Information Services department.
The Service Desk Analyst will be required to perform incident management on support products and services, contribute technical content and departmental procedures to the knowledge base, maintain timely awareness of current initiatives, rollouts, and changes to technical environments, and adhere to the Service Desk process and procedure guidelines during the incident lifecycle.
In addition, the Service Desk Analyst will be responsible for performing triage, resolving incidents, and responding to queries on PCs, laptops, terminals, printers, mobile devices, tablets, shrink wrap, and in-house applications, adhering to agreed service levels and quality measures, and undertaking any other duties assigned by their manager.
This is an exciting opportunity for a skilled and experienced Service Desk Analyst to join our team and make a real impact. If you are passionate about delivering excellent customer service and have a keen eye for detail, we would love to hear from you.