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Service Desk Analyst

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Job Description

Overview:

The Service Desk Analyst will provide first and second line technical support, resolving hardware and software issues in a timely and efficient manner. This role requires excellent communication skills, problem-solving abilities, and a customer-centric approach to ensure the smooth operation of IT services within the organization.

Key Responsibilities:

Technical Support:

Serve as the initial point of contact for customers seeking technical assistance via phone, email, or in-person.
Diagnose and resolve technical hardware and software issues.Incident Management:

Record, track, and document the service desk incident management process, including all successful and unsuccessful decisions made and actions taken through to the final resolution.
Prioritize and manage multiple open cases at one time.Customer Service:

Maintain a high level of customer satisfaction by providing exceptional service and timely resolution of issues.
Communicate effectively with end-users and provide updates on the status of their issues.Documentation and Reporting:

Maintain detailed records of customer interactions and problem resolution.
Create and update technical documentation and user guides.
Generate reports on common issues, response times, and customer satisfaction.Continuous Improvement:

Stay up-to-date with the latest industry trends and technologies.
Participate in ongoing training and professional development activities.
Contribute to the development and improvement of service desk processes and procedures.

Education:

Bachelor's degree in Computer Science, Information Technology, or a related field preferred.

Experience:

Minimum of 1-2 years of experience in a technical support or service desk role.
Experience with remote desktop applications and help desk software.

Technical Skills:

Proficiency in Windows and Mac operating systems.
Familiarity with Microsoft Office Suite and other common software applications.
Basic understanding of networking principles and protocols.

Certifications:

ITIL Foundation Certification preferred.
CompTIA A+ or other relevant IT certifications are a plus

Skills:

Job Summary

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London Location
IT Job Pro

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