Service Desk Analyst

As the first point of contact for all IT support queries within a well-established Organisation with over 200 employees in several departments, you will be work with a variety of users to resolve or escalate their technical issues in a prompt and professional manner.

Please note- Graduates are welcome. This is an entry role and a great opportunity for someone looking to get into IT Support.

1st Line Support Engineer Responsibilities & Duties:

• Respond to user software or hardware queries via email or phone.
• After identifying the issue, you will talk the user through the required steps to resolve it or escalate to the relevant team as and when necessary.
• Update the ticketing system, ensuring the call has been logged and all notes, progress and required actions have been input promptly and accurately.
• Continuously improve knowledge and understanding across the various software and hardware technologies supported by the team.
• Maintain a strong customer focus at all times.

Skills / Experience / Qualifications

• Educational Requirements – GCSE/A Levels
• Ability to problem solve within a technical environment.
• Strong communication skills.
• Strong customer service approach and team player.
• Strong work ethic and ability to work in dynamic work environment.