Role Overview
The Service Desk Analyst is a pivotal position within our organization, providing front-line support to users in Dublin. This role involves managing incidents, recording alerts, and troubleshooting technical issues.
* Incident Management: Perform incident management on support products and services, ensuring timely resolution and adherence to service level agreements.
* Knowledge Contribution: Contribute to the development of technical content for our knowledge base, enhancing the user experience and facilitating self-service.
* Technical Awareness: Maintain awareness of current initiatives and changes to technical environments, enabling informed decision-making and effective issue resolution.
* Process Adherence: Adhere to established service desk process and procedure guidelines, ensuring consistency and quality in all interactions.
* Triage and Resolution: Perform triage, resolve incidents, and respond to queries related to various devices, applications, and systems, meeting or exceeding service level expectations.
* Service Quality: Meet agreed service levels and quality measures, ensuring customer satisfaction and loyalty.