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Service Desk Analyst

4 months ago

Belfast Metropolitan Area, United Kingdom Hayward Hawk Full time

Role Overview

As a Service Desk Analyst, you will be the first point of contact for clients, providing critical support and ensuring the smooth operation of services. This role is pivotal in maintaining client satisfaction and operational efficiency. The ideal candidate will have previous experience in a service desk role within an enterprise environment, excellent problem-solving skills, and a proactive approach to customer service.


Key Responsibilities

  • Provide first-level support for all IT-related issues and service requests.
  • Diagnose and resolve technical issues, escalating to higher support tiers when necessary.
  • Manage and document all service requests and incidents using IT Service Management (ITSM) tools.
  • Ensure timely and effective communication with clients, keeping them informed of progress and any changes.
  • Collaborate with other IT teams to identify and implement solutions to recurring issues.
  • Maintain and update technical documentation and knowledge base articles.
  • Assist in the development and delivery of training materials for end-users.
  • Contribute to continuous improvement initiatives to enhance service desk operations and client satisfaction.


Required Skills and Experience

  • Proven experience as a Service Desk Analyst or similar role in an enterprise environment.
  • Strong understanding of ITIL principles and IT Service Management best practices.
  • Proficiency in using ITSM tools (e.g., ServiceNow, Jira Service Desk, BMC Remedy).
  • Excellent troubleshooting skills and the ability to work under pressure.
  • Strong communication and interpersonal skills.
  • Knowledge of cyber security principles and practices is a plus.
  • Ability to work independently and as part of a team.
  • Relevant certifications (e.g., ITIL Foundation, CompTIA A+, Microsoft Certified: Modern Desktop Administrator) are highly desirable.


What We Offer

  • Competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • A collaborative and inclusive work environment.
  • The chance to work with cutting-edge technology in the field of cyber security.
  • Hybrid working model.
  • Clear progression plan.


For more information, please contact Alice Armstrong at Hayward Hawk.