Service Desk Analyst

Responsible for the accurate registration of new incidents and requests

Manage incidents and requests through to resolution to ensure agreed SLAs are met

Achievement of teams SLA’s & KPI’s adhering to accepted Technology Services processes and principles

Aim to fix user issues at the first point of contact to increase customer satisfaction and avoid the need to assign to 2nd & 3rd line support teams

Act as a first point of escalation for Technical issues

Initiate a defined escalation process to drive incident/request resolution

Centrally managed shift and break times need to be adhered to in order to achieve optimal resource levels and associated KPIs.

Proficiency in diagnosing and resolving issues with computers, operating systems (Windows 10 and 11) and software applications.

Proficiency in diagnosing and resolving issues with mobile phones and tablets including mobile applications.

Strong verbal, written, and face to face communication skills to explain technical information clearly and interact with users.

Ability to provide excellent customer service, including being patient and empathetic.

Analytical and critical thinking skills to troubleshoot issues creatively.

This role may not be eligible for the visa sponsorship