Service Desk Analyst
Posted 2 days ago by eTeam
Negotiable
Undetermined
Undetermined
Livingston, Scotland, United Kingdom
Summary: The Service Desk Analyst role involves providing 1st and 2nd line support primarily through chat and phone during disaster recovery scenarios. The position requires effective incident management, user administration, and collaboration with technical teams to ensure service requests are handled in accordance with SLAs. Fluency in Italian is essential for supporting colleagues within the Client Group. Candidates should possess strong customer service skills and a solid background in IT support.
Key Responsibilities:
- Provide 1st and 2nd line support via Service Desk chat and occasionally phone during disaster recovery scenarios.
- Respond to user queries professionally, calmly, and efficiently.
- Log, categorise, and prioritise incidents accurately within the ITSM/ticketing system.
- Ensure incidents and service requests are managed in line with SLAs.
- Perform user administration and general technical support.
- Provide warm transfers to Service Desk Technical Specialists when escalation is required.
- Collaborate closely with 3rd line support and Workplace Technology teams.
- Maintain accurate troubleshooting notes, escalations, and handovers.
- Contribute to team documentation, processes, and service improvements.
Key Skills:
- Fluent Italian speaker (spoken and written) to support Client Group colleagues.
- Proven 1st/2nd line Service Desk experience (chat-first support and incident management).
- Strong customer service and communication skills.
- Experience with ITSM/ticketing systems, logging incidents and managing SLAs.
- Experience supporting Windows 11 end users.
- Working knowledge of MacOS and mobile devices (iOS / Android).
- Exposure to Citrix desktops and applications.
- Experience with user administration (password resets, MFA guidance, account access issues).
- Strong structured troubleshooting approach with clear documentation.
- Ability to work rotating shifts including weekends.
Salary (Rate): undetermined
City: Livingston
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
Detailed Description From Employer:
Key Responsibilities:
- Provide 1st and 2nd line support via Service Desk chat and occasionally phone during disaster recovery scenarios.
- Respond to user queries professionally, calmly, and efficiently.
- Log, categorise, and prioritise incidents accurately within the ITSM/ticketing system.
- Ensure incidents and service requests are managed in line with SLAs.
- Perform user administration and general technical support.
- Provide warm transfers to Service Desk Technical Specialists when escalation is required.
- Collaborate closely with 3rd line support and Workplace Technology teams.
- Maintain accurate troubleshooting notes, escalations, and handovers.
- Contribute to team documentation, processes, and service improvements.
Must-Have Skills:
- Fluent Italian speaker (spoken and written) to support Client Group colleagues.
- Proven 1st/2nd line Service Desk experience (chat-first support and incident management).
- Strong customer service and communication skills.
- Experience with ITSM/ticketing systems, logging incidents and managing SLAs.
- Experience supporting Windows 11 end users.
- Working knowledge of MacOS and mobile devices (iOS / Android).
- Exposure to Citrix desktops and applications.
- Experience with user administration (password resets, MFA guidance, account access issues).
- Strong structured troubleshooting approach with clear documentation.
- Ability to work rotating shifts including weekends.
Preferred / Nice-to-Have Skills:
- Microsoft 365 support experience (Outlook, Teams, OneDrive, SharePoint).
- Basic network troubleshooting skills (Wi-Fi, VPN, DNS connectivity).
- Experience with Active Directory / Azure AD.
- Familiarity with remote support tools.
- Experience supporting bespoke/internal applications.
- Knowledge base / documentation mindset with process improvement focus.
- Experience collaborating with 3rd line support teams and managing escalations.
- Understanding of major incident management or disaster recovery procedures.
Experience Required:
- Minimum 1 year of IT Service Desk experience.
- Ideally 3–4 years in a similar Service Desk or IT Support role.
Technology Environment:
- Windows 11
- MacOS
- iOS / Android devices
- Citrix desktops and applications
- Microsoft 365
- ITSM ticketing systems
Additional Information:
- The role does not involve AI integration, but candidates will interact with chatbot and voice bot tools used by the service desk.
- Candidates must demonstrate a strong interest in technology, problem solving, and delivering excellent customer service.