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Service Desk Analyst

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Job Description

Service Desk Analyst – Managed Services

Are you a tech enthusiast with a knack for exceptional customer service? Join our Managed Services team as a Service Desk Analyst and be a key player in delivering top-tier technical support across various technologies.

Key Responsibilities:

Provide confident escalation support to customers.
Swiftly resolve complaints using your technical expertise.
Accurately log and categorise tickets in our IT Service Management system.
Implement Major Incident Management processes.
Keep customers updated on ticket progress.
Uphold SLA commitments and escalate cases as needed.
Contribute to team growth and share incident management insights.Technical Skills Required:

Previous 1st line technical support experience.
Proficiency in telephone, email, and chat support.
Knowledge of Windows OS and Microsoft Office.
Basic IT infrastructure understanding.
Active Directory Administration skills.
Strong troubleshooting abilities.
Comfortable documenting processes.Optional Technical Skills:

Desirable knowledge of ShoreTel.
Exposure to Audio/Video technologies.
IT Service Management background or ITIL qualification.Interpersonal Skills:

Excellent communication, both written and spoken.
Creative, strategic, and organised thinker.
Team player who can work independently.
Resourceful problem solver.
Dedicated to exceptional service.GCS is acting as an Employment Agency in relation to this vacancy

Job Summary

Winnersh, Berkshire Location
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