About the Role
We are seeking a skilled and experienced Analyst to join our team. As an Analyst, you will play a key role in providing high-quality IT services to our customers.
The successful candidate will have excellent analytical and problem-solving skills, with the ability to work effectively in a fast-paced environment. They will also have excellent communication and interpersonal skills, with the ability to work collaboratively with colleagues and stakeholders at all levels.
In this role, you will be responsible for providing second and third-level support for IT-related incidents and requests. You will also be responsible for logging, triaging, and responding to tickets in a professional and timely manner, with an emphasis on high-quality customer service and first-call resolution.
Key Responsibilities:
* Provide second and third-level support for IT-related incidents and requests
* Log, triage, and respond to tickets in a professional and timely manner
* Develop relationships with customers through operational excellence to ensure customer satisfaction levels are maximised
* Assist users in troubleshooting system problems following best practices
* Accurately record all customer incidents/requests in the IT Service Management tool
In addition to these responsibilities, the successful candidate will have the opportunity to develop their skills and knowledge in a variety of areas, including ITIL Foundations certification and experience with CASD, ServiceNow, or similar service management tools.
About Us
We are a dynamic and innovative organisation that is committed to delivering high-quality IT services to our customers. We offer a range of benefits, including flexible working options, career development opportunities, and a supportive and inclusive work environment.
Requirements:
* Diploma or higher in a relevant area of study and minimum of 12 months' experience working within an IT Service Desk
* ITIL Foundations certification desirable
* Excellent analytical and problem-solving skills
* Excellent communication and interpersonal skills
* Ability to work effectively in a fast-paced environment
* Experience with CASD, ServiceNow, or similar service management tools desirable
If you are a motivated and experienced Analyst looking for a new challenge, we would love to hear from you. Please submit your application, including your resume and a cover letter outlining your qualifications and experience.