Service Desk Analyst
Posted 7 days ago by HR Ways - Hiring Tech Talent
Negotiable
Undetermined
Undetermined
London Area, United Kingdom
Summary: The Service Desk Analyst role involves providing support for international customers by addressing helpdesk queries, configuring equipment, and maintaining backups. The position requires effective problem diagnosis and resolution, as well as strong communication skills in both English and French. The analyst will also manage vendor relationships and document issues using a Call Tracking System. A solid understanding of IT environments and customer service experience is essential for success in this role.
Key Responsibilities:
- Provide hardware/software/network problem diagnosis/resolution via telephone for customers' end users.
- Route problems to the internal support group.
- Coordinate and manage relationships with vendors, working closely with support staff to acquire technical knowledge.
- Administer and provide User Access in various systems.
- Use the Call Tracking System to document and manage problems, work requests, and their respective resolutions and circumventions.
Key Skills:
- Understanding of the IT environment and readiness to learn new processes and technologies.
- Good working knowledge of Windows OS, MS Office, Internet browsers, Antivirus and Firewall software, and PC hardware.
- ITIL knowledge and certification would be an asset.
- Understanding and experience of ITSM tools like ServiceNow, Remedy, Jira, etc.
- 1 year of previous IT experience (Customer Service & Technical Support).
Salary (Rate): undetermined
City: London
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
About the company: Our client is a global technology company delivering cutting-edge digital, engineering, cloud, and AI solutions across industries in 60 countries with 1000+ company strengths.
Job Description: To perform a support role for our international customers on helpdesk queries, equipment configuration, backup maintenance, and software installation/ uninstallation. The primary objective will be to provide answers to clients by identifying problems, researching solutions, and guiding them through corrective steps.
Key Responsibilities
- Provide hardware/software/network problem diagnosis/resolution via telephone for customers' end users.
- Route problems to the internal support group.
- Coordinate and manage relationships with vendors, working closely with support staff to acquire technical knowledge.
- Administer and provide User Access in various systems.
- Use the Call Tracking System to document and manage problems, work requests, and their respective resolutions and circumventions.
Excellent communication and conversation skills (both verbal and written). Fluent in English and French. Great customer handling skills and resourcefulness, vital for dealing with unforeseen situations. Ability to acquire new information quickly and the willingness to do so at all times.
Skills Requirements
- Understanding of the IT environment and readiness to learn new processes and technologies.
- Good working knowledge of Windows OS, MS Office, Internet browsers, Antivirus and Firewall software, and PC hardware.
- ITIL knowledge and certification would be an asset.
- Understanding and experience of ITSM tools like ServiceNow, Remedy, Jira, etc.
Certification & Experience
- 1 year of previous IT experience (Customer Service & Technical Support)
Other Details: Experience 1+ years
Location London
Apply at rimsha@hrways.co (not com)
About HR Ways: "HR Ways is an award-winning Technical Recruitment Firm helping software houses and IT Product companies internationally and locally to find IT Talent. HR Ways is engaged by 300+ Employers worldwide, ranging from the world's biggest SaaS Companies to the most competitive Startups. We have entities in Dubai, Canada, the US, the UK, Pakistan, India, Saudi Arabia, Portugal, Brazil, and other parts of the world. Join our WhatsApp Channel https://shorturl.at/983az to stay updated or visit www.hrways.co to know more."