Service Desk Analyst
Posted 1 week ago by Intuition IT – Intuitive Technology Recruitment
Negotiable
Undetermined
Undetermined
Watford, England, United Kingdom
Summary: The Service Desk Analyst role involves providing first-line IT support within an 11x7 shift system, handling service requests, troubleshooting IT-related issues, and ensuring customer satisfaction through effective ticket management. The position requires strong organizational and communication skills, along with a technical background in IT service management. The ideal candidate will have relevant certifications and experience in a service desk environment.
Key Responsibilities:
- Work as part of the 11x7 Shift system on the IT Service Desk.
- Receive and handle requests for service, following agreed procedures.
- Provide 1st line support: troubleshooting of IT related problems.
- Promptly allocate calls as appropriate.
- Log incidents and service requests and maintain relevant records.
- Identify and classify incident types and service interruptions.
- Record incidents cataloging them by symptom and resolution.
- Monitor queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
- Ensure SLAs are maintained.
- Assign tickets which are out of scope to Service Desk/Other Teams.
- Coordinate tickets that cross organizational boundaries to ensure customer satisfaction.
Key Skills:
- Strong organization skills and ability to multi-task and prioritize work.
- Excellent communication skills with the ability to work with executive staff members both internally and externally.
- Ability to deliver engaging, polished, and professional presentations to internal and external audiences.
- Excellent written and verbal communication and presentation skills.
- Must be a Graduate; B.Tech/B.E or any other technical degree preferred.
- English Service Desk experience is mandatory.
- Preferred MCP/MSCE/MSCA certification.
- Preferred ITIL V3/V4 Certified engineer.
Salary (Rate): undetermined
City: Watford
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
Essential Duties and Responsibilities Work as part of the 11x7 Shift system on the IT Service Desk Receives and handles requests for service, following agreed procedures. 1st line support: troubleshooting of IT related problems Promptly allocates calls as appropriate. Logs incidents and service requests and maintains relevant records: Identifies and classifies incident types and service interruptions Records incidents cataloging them by symptom and resolution Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution. Monitoring queues to ensure SLAs are maintained. Assigning the tickets which are out of scope to Service Desk/Other Teams Coordinating tickets that cross organizational boundaries to ensure customer satisfaction Skills and Abilities Strong organization skills and ability to multi-task and prioritize work Excellent communication skills with the ability to work with executive staff members both internally and externally Ability to deliver engaging, polished, and professional presentations to internal and external audiences Excellent written and verbal communication and presentation skills Education / Expertise Must be a Graduate. B.Tech/B.E or any other technical degree preferred English Service Desk experience is mandatory Preferred MCP/MSCE/MSCA certification Preferred ITIL V3/V4 Certified engineer.