My client is seeking a Customer service / Service Desk Analyst to join a growing team in the city. This opportunity would suit someone with basic technical support skills combined with excellent communication and a customer service focus.
Position Overview
The Service Desk Analyst is the first point of contact for users seeking technical assistance. This role is responsible for providing timely support, troubleshooting issues, and escalating incidents when required. The Analyst ensures high-quality customer service and helps maintain smooth IT operations across the organisation.
Key Responsibilities
1. Act as the first line of support for all IT-related incidents and service requests.
2. Provide technical support via phone, email, chat, or ticketing system.
3. Diagnose and resolve hardware, software, and network issues.
4. Escalate complex incidents to second/third-level support teams where necessary.
5. Maintain accurate records of incidents, requests, and resolutions in the service management tool.
6. Follow ITIL processes for incident, request, and problem management.
7. Assist with user