Job Role Summary
The IT Service Desk Analyst is a critical position that requires exceptional customer service skills, technical expertise, and problem-solving abilities. In this role, you will be responsible for providing top-notch support to customers by troubleshooting, diagnosing, and resolving issues within agreed service level agreements (SLAs).
* Answer all calls within a specified timeframe, ensuring timely response to customer queries.
* Deliver first-class service through to resolution, exceeding customer expectations and meeting SLA targets.
* Maintain accurate records of support activities and troubleshooting efforts, documenting key findings and resolutions.
* Assist in investigating, analyzing, and resolving hardware problems, including performing repairs, maintenance, and technical assistance on computing equipment and peripherals.
* Manage user accounts, including creating, changing, and deleting accounts as required.
* Troubleshoot and resolve network and printer-related issues, minimizing downtime and ensuring business continuity.
* Provide on-site IT support, visiting customers to diagnose and resolve technical issues.
Key Skills and Qualifications
To succeed in this role, you will need:
* Exceptional customer service skills, with the ability to communicate complex technical information to non-technical stakeholders.
* Strong technical knowledge of computer systems, networks, and peripherals, with experience in troubleshooting and resolving hardware and software issues.
* Excellent problem-solving skills, with the ability to analyze complex issues and develop effective solutions.
* Strong organizational skills, with the ability to prioritize tasks, manage multiple projects, and meet deadlines.
* Ability to work effectively in a team environment, collaborating with colleagues to achieve shared goals.
Benefits
As an IT Service Desk Analyst, you can expect a range of benefits, including:
* A competitive salary and benefits package
* Ongoing training and development opportunities
* The chance to work with a dynamic and supportive team
* The satisfaction of making a real difference to our customers' lives