Job summary

We are seeking a skilled and customer-oriented IT Service Desk analyst to join our dynamic IT Service Desk team. The successful candidate will be responsible for providing first-line technical support to internal staff, assisting them with hardware and software issues via phone, email, or chat. The role requires a strong technical background, excellent problem-solving abilities, and exceptional customer service skills.

Job description

Key Responsibilities:

Act as the first point of contact for all IT-related inquiries and issues.

Diagnose and resolve technical hardware and software issues.

Log all service desk interactions and document issue resolution using Service Now.

Escalate complex issues to the appropriate IT teams when necessary.

Provide timely updates to users on the status of their requests.

Assist with the setup, configuration, and maintenance of computer systems and applications.

Conduct basic training for users on IT systems and software.

Person specification

Essential Criteria:

Customer-focused with a friendly and professional demeanour.

Proven experience in a technical support role.

Excellent problem-solving skills and attention to detail.

Strong communication skills, both written and verbal.

Desirable Criteria:

ITIL Foundation certification.

Experience with Active Directory and Office 365 administration.

Knowledge of networking fundamentals.

Previous experience in a similar role within a large organisation.

Desirable criteria will only be assessed in the event of a tie break situation at interview to make an informed decision.

Languages

English Language

Behaviours

We'll assess you against these behaviours during the selection process:

Changing and Improving

Communicating and Influencing

Making Effective Decisions

Developing Self and Others