Key to this role is providing exceptional customer support services to AEC staff. To do this, the Servicedesk Analyst will be responsible for handling and resolving a range of IT-related issues within an established framework.
Job Description
The Servicedesk Analyst plays a pivotal part in ensuring that our staff can work efficiently without disruption from technical problems. The analyst must have excellent communication skills and be able to effectively articulate technical information to non-technical staff.
Responsibilities
1. Provide on-call support to AEC staff via various means including phone, email, remote and onsite assistance.
2. Record accurate data and maintain relevant records.
3. Determine software and hardware requirements to provide solutions to technical issues.
4. Install and configure software and hardware, and repair or replace peripheral equipment as needed.
Additionally, the Servicedesk Analyst will work closely with other teams to ensure consistent and compliant service delivery. This includes assisting in the development and updating of knowledgebase articles, standard operating processes and procedures.
Requirements
* Familiarity with ITIL frameworks and service management principles.
* Ability to communicate technical information effectively to non-technical staff.
* Excellent problem-solving skills and analytical thinking.
* Strong organisational and time management skills.
The ideal candidate will possess strong technical skills, excellent interpersonal skills, and a customer-focused attitude. If you are looking for a challenging and rewarding role where you can make a real difference, we encourage you to apply.
About Us
We are a dynamic organisation committed to delivering high-quality services to our clients. We pride ourselves on being innovative, flexible, and forward-thinking. Our team is passionate about what we do and are dedicated to making a positive impact.