Service Desk Analyst

Summary: The Service Desk Analyst role involves providing first-line IT support and troubleshooting in an onsite capacity in Watford, UK. The position requires logging and tracking incidents, ensuring SLA compliance, and delivering excellent customer service. The analyst will also coordinate with cross-functional teams for timely issue resolution. Strong knowledge of ITIL and experience in an English Service Desk environment are essential for this role.

Key Responsibilities:

• Provide 1st line IT support and troubleshooting
• Log, classify, and track incidents and service requests
• Monitor ticket queues and ensure SLA compliance
• Escalate or assign tickets appropriately
• Coordinate with cross-functional teams to ensure timely resolution
• Deliver excellent customer service and communication

Key Skills:

• Strong knowledge of ITIL (Incident, Request, Change, Problem Management)
• Experience working in an English Service Desk environment (mandatory)
• Hands-on experience with ITSM tools
• Excellent verbal and written communication skills (Fluent/native English)
• Strong organizational and multitasking abilities
• Graduate (Technical degree preferred)
• MCP/MCSA/MCSE certifications preferred

Salary (Rate): undetermined

City: Watford

Country: United Kingdom

Working Arrangements: on-site

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT