Service Desk Analyst

About the role

The Service Desk Analyst gives first-line technical assistance to internal users, sorting out incidents and service requests and passing on more complex problems to specialist teams.

Requirements

• Background in a service desk, help desk or technical support position

• Solid grasp of operating systems, productivity software and networking basics

• Strong diagnostic and troubleshooting abilities

• Clear communication skills and a customer-focused outlook

• Able to prioritise tasks and perform well under pressure

• Relevant IT certification or readiness to earn one is an advantage

Responsibilities

1. 1

   Take on and resolve first-line IT incidents and service requests

2. 2

   Record, classify and prioritise tickets correctly with the service desk tools

3. 3

   Diagnose hardware, software, network and access problems for end users

4. 4

   Send unresolved or tricky issues on to second and third line support teams

5. 5

   Keep knowledge base articles and standard operating procedures up to date

6. 6

   Assist with user onboarding, offboarding and everyday IT operational work