Service Desk Analyst

Summary: The Service Desk Analyst role involves providing first-line IT support through various communication channels, diagnosing and resolving basic technical issues, and ensuring customer satisfaction. The position requires effective documentation of incidents and timely escalation of complex problems. Candidates should possess strong communication skills and the ability to manage multiple tasks in a fast-paced environment. Preferred qualifications include ITIL certification and experience with service desk tools.

Key Responsibilities:

• Serve as the first point of contact for IT support via phone, email, or ticketing system
• Diagnose and resolve basic technical issues related to desktops, applications, printers, and networks
• Escalate complex issues to appropriate teams in a timely manner
• Document incidents, requests, and resolutions accurately
• Follow up with users to ensure issue resolution and customer satisfaction

Key Skills:

• 1–2 years of experience in a similar IT support role
• Basic understanding of Windows OS, MS Office, and common IT systems
• Strong communication and problem-solving skills
• Ability to work in a fast-paced environment and manage multiple tasks
• ITIL Foundation certification or equivalent knowledge (preferred)
• Experience with service desk tools (e.g., ServiceNow, Jira, Zendesk) (preferred)

Salary (Rate): undetermined

City: Chester

Country: United Kingdom

Working Arrangements: undetermined

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT