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Service Desk Analyst

1 month ago

Solihull, United Kingdom James Adams Full time

Service Desk Analyst


We are partnering with a leading customer in the financial services sector to find a talented and dedicated Service Desk Analyst. This is an exciting opportunity to join a growing IT support team that is committed to delivering exceptional technical support and service excellence. If you thrive in a fast-paced environment and have a passion for IT support, we want to hear from you


Role Overview:

As a Service Desk Analyst, you will provide critical technical support to their expanding operations. Your role will be pivotal in ensuring the smooth resolution of IT-related issues, maintaining high levels of customer satisfaction, and contributing to the overall efficiency of the IT support team.


Key Responsibilities:

  • Provide first-line support for IT incidents and service requests via phone, email, and chat.
  • Diagnose and resolve hardware, software, and network issues specific to the financial services sector.
  • Log and manage all incidents and service requests in the IT service management system.
  • Escalate complex issues to second-line support or relevant teams as necessary.
  • Monitor and follow up on outstanding tickets to ensure timely resolution.
  • Maintain accurate and detailed documentation of support processes and solutions.
  • Assist in the setup and configuration of IT equipment for new hires.
  • Provide excellent customer service by effectively communicating technical solutions in a non-technical manner.
  • Participate in continuous improvement initiatives to enhance service delivery.


Qualifications and Skills:

  • Proven experience in a service desk or technical support role.
  • Strong knowledge of Windows operating systems, Microsoft Office Suite, and basic networking concepts.
  • Familiarity with IT service management tools (e.g., ServiceNow, JIRA).
  • Experience in the financial services sector is a plus.
  • Excellent problem-solving and troubleshooting skills.
  • Strong communication and interpersonal skills.
  • Ability to work independently and as part of a team in a fast-paced environment.
  • ITIL Foundation certification is a plus.