IT Service Desk Analyst
Posted 2 weeks ago by 1768614724
Negotiable
Inside
Remote
Manchester
Summary: The IT Service Desk Analyst is responsible for managing incidents and requests as the primary point of contact for IT services. This role involves logging and prioritizing incidents, providing first contact resolution, and facilitating access management requests. The position requires effective communication and adherence to service level agreements to ensure customer satisfaction. The role is remote and classified as inside IR35.
Key Responsibilities:
- Provide a single point of contact for all supported IT services, responding to incidents and requests.
- Deliver outstanding customer service by answering all calls promptly, remaining courteous and professional at all times.
- Use effective communication to proactively manage customer expectations.
- Log all incidents and requests in the appropriate software, ensuring all relevant information is recorded accurately.
- Provide Tier 1 support in accordance with IT policies and procedures.
- Ensure that all owned incidents and requests are resolved in accordance with their Service Level Agreement (SLA).
- Escalate incidents where a satisfactory resolution has not been provided or where a higher level of management input is required.
- Facilitate access management requests to add, change or remove access in accordance with IT policies and procedures.
- Assist in the management of all IT hardware and software assets.
Key Skills:
- Experience in IT service desk or support roles.
- Strong communication and customer service skills.
- Ability to log and prioritize incidents accurately.
- Knowledge of IT policies and procedures.
- Familiarity with service level agreements (SLA).
- Proficiency in using incident management software.
- Ability to work effectively in a remote environment.
Salary (Rate): undetermined
City: Manchester
Country: undetermined
Working Arrangements: remote
IR35 Status: inside IR35
Seniority Level: undetermined
Industry: IT
IT Service Desk Analyst
Remote Based
INSIDE IR35
The IT Service Desk serves as the single point of contact for all supported IT services. Managing incidents and requests, ensuring effective communication at all times.
On a day-to-day basis an IT Service Desk Analyst is responsible for logging and prioritising incidents accurately, providing first contact resolution for a variety of IT incidents and facilitating access management requests to ensure users only have access to the IT resources required to carry out their duties.
KEY RESPONSIBILITIES
- Provide a single point of contact for all supported IT services, responding to incidents and requests.
- Deliver outstanding customer service by answering all calls promptly, remaining courteous and professional at all times.
- Use effective communication to proactively manage customer expectations.
- Log all incidents and requests in the appropriate software, ensuring all relevant information is recorded accurately.
- Provide Tier 1 support in accordance with IT policies and procedures.
- Ensure that all owned incidents and requests are resolved in accordance with their Service Level Agreement (SLA).
- Escalate incidents where a satisfactory resolution has not been provided or where a higher level of management input is required.
- Facilitate access management requests to add, change or remove access in accordance with IT policies and procedures.
- Assist in the management of all IT hardware and software assets.
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