Service Desk Analyst
Posted Today by Tech People 247
Negotiable
Undetermined
Undetermined
Warrington, England, United Kingdom
Summary: The Service Desk Analyst role involves being the first point of contact for user issues, managing incidents through ticketing systems, and providing technical support. The position requires troubleshooting various technical issues and ensuring timely communication with users. Additionally, the analyst will be responsible for system maintenance and documentation to enhance user support. Proficiency in ITSM tools and adherence to Service Level Agreements (SLAs) are essential for success in this role.
Key Responsibilities:
- Acting as the first point of contact, logging, categorizing, prioritizing, and managing user issues in ticketing systems.
- Diagnosing and resolving hardware, software, network, and application issues for users.
- Providing friendly, timely support via email, phone, or chat to staff or customers.
- Escalating unresolved, high-priority issues to Tier 2 or Tier 3 teams, and following up on status updates to ensure resolution.
- Installing and configuring new software, hardware, and peripherals.
- Creating and updating user guides and contributing to the knowledge base to facilitate self-service.
- Conducting system updates, security patches, and basic maintenance to prevent downtime.
Key Skills:
- Proficiency in ITSM tools.
- Ability to prioritize tasks to meet Service Level Agreements (SLAs).
- Strong troubleshooting skills for hardware, software, network, and application issues.
- Excellent communication skills for user support.
- Experience in documentation and knowledge base contributions.
Salary (Rate): undetermined
City: Warrington
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
Please find attached the required JD for the role as well.
Job Description:
- Incident Management & Ticket Handling: Acting as the first point of contact, logging, categorizing, prioritizing, and managing user issues in ticketing systems.
- Technical Troubleshooting: Diagnosing and resolving hardware, software, network, and application issues for users.
- User Support & Communication: Providing friendly, timely support via email, phone, or chat to staff or customers.
- Escalation & Follow-Up: Escalating unresolved, high-priority issues to Tier 2 or Tier 3 teams, and following up on status updates to ensure resolution.
- Configuration & Deployment: Installing and configuring new software, hardware, and peripherals.
- Documentation & Knowledge Base: Creating and updating user guides and contributing to the knowledge base to facilitate self-service.
- System Maintenance: Conducting system updates, security patches, and basic maintenance to prevent downtime.
Service desk analysts must be proficient in ITSM tools, prioritize tasks to meet Service Level Agreements (SLAs), and analyze trends to prevent future problems.