Service Desk Analyst

The purpose of this role is to be the first point of contact and provide resolutions on a range of IT enquiries, meeting or exceeding customer expectations and providing accurate resolutions and responses. Customer facing first point of connection with Link Group IT and perform first level technical support to all Users and Clients. Key Accountabilities and Main Responsibilities Operational Management

Ticket triage / categorisation / prioritisation / assignment.

Escalation of Major IT Incidents,

AD user record currency, network Share access, account provisioning / termination

Provide high quality customer service on inbound and outbound calls

Provide efficient and effective query resolution by taking ownership for first call resolution

Identify opportunities to provide information regarding other value-added services

Participate in formal and informal team based training

Adhere to all legislative requirements required for the role

Ensure Service Level compliance for Incidents and Requests

Monitoring of the Service Desk queue, ensuring all tickets are dealt with in a timely and professional manner

Use agreed IT Operational Processes, and ensure they are consistently applied in order to maintain high quality and efficient IT services are delivered

Maintain and improve on key Service Desk performance indicators

Participation in quality development

Active involvement in team and cultural change within the Service Desk team

Other responsibilities as directed by the Manager or Team Leader, Service

Experience & Personal Attributes

Experience working on a Service Desk - providing IT support

Active Directory

Service Now

ITIL processes

Strong written and verbal communication

Strong customer service skills