Service Desk Analyst

Summary: The Service Desk Analyst role involves providing first-line IT support through various channels, diagnosing and resolving basic technical issues, and escalating complex problems as necessary. The position requires effective documentation of incidents and follow-up with users to ensure satisfaction. Candidates should have a foundational understanding of IT systems and strong communication skills. Experience in a similar role is preferred, along with knowledge of 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