Service Desk Analyst
Posted 2 weeks ago by Gazelle Global
Negotiable
Undetermined
Onsite
Crawley, England, United Kingdom
Summary: The Service Desk Analyst role in Crawley, England, involves providing support in a 24/7 environment by responding to user inquiries through various channels. The analyst will be responsible for logging incidents, diagnosing IT problems, and escalating complex issues as necessary. Proficiency in IT service management tools and effective communication skills are essential for success in this position. The role also includes contributing to knowledge base development and identifying trends in user issues.
Key Responsibilities:
- Respond to user inquiries via phone, email, chat, or ticketing systems.
- Act as the initial point of contact for IT issues, logging and tracking incidents.
- Diagnose and resolve common IT problems, escalating complex issues to higher levels.
- Possess a solid understanding of IT infrastructure.
- Be proficient in using IT service management (ITSM) tools and ticketing systems.
- Accurately document all incidents, solutions, and actions taken.
- Identify trends and patterns in user issues to proactively address potential problems.
- Contribute to the development and maintenance of knowledge base articles.
Key Skills:
- Good Communication skills both Verbal and Written.
- Service Desk Technical Proficiency L1.5.
- Good communication skills and Positive attitude towards work.
- Multitasking skills.
- Effective Listening skills.
- Problem solving and analytical skills.
- Familiarity with ITSM tools.
Salary (Rate): undetermined
City: Crawley
Country: United Kingdom
Working Arrangements: on-site
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
Service Desk Analyst
Crawley, England, United Kingdom
Onsite
We are Hiring Service Desk Analyst responsible for taking calls, chats, handling emails and Self-Service ticket in a 24*7 environment.
Your responsibilities:
- Respond to user inquiries via phone, email, chat, or ticketing systems.
- Act as the initial point of contact for IT issues, logging and tracking incidents.
- Diagnose and resolve common IT problems, escalating complex issues to higher levels.
- Possess a solid understanding of IT infrastructure
- Be proficient in using IT service management (ITSM) tools and ticketing systems.
- Accurately document all incidents, solutions, and actions taken.
- Identify trends and patterns in user issues to proactively address potential problems.
- Contribute to the development and maintenance of knowledge base articles.
Your Profile
Essential skills/knowledge/experience:
- Good Communication skills both Verbal and Written
- Service Desk Technical Proficiency L1.5
- Good communication skills and Positive attitude towards work
- Multitasking skills
- Effective Listening skills
- Problem solving and analytical skills
- Familiarity with ITSM tools