Service desk analyst

4 weeks ago

West Yorkshire, United Kingdom Hays Full time

Key Accountabilities:

As part of our team, you will be responsible for the following:

  • First-Line IT Support:
  • Take ownership of customer incidents or service requests and see them through to resolution.
  • Monitor support ticket queues, ensuring timely action in line with service level agreements (SLAs).
  • Maintain accurate support tickets and provide daily progress updates to clients.
  • Escalation and Client Rapport:
  • Escalate incidents or service requests that cannot be resolved by the Service Desk.
  • Create a positive impression by building rapport with customers, focusing on their business needs, and delivering exceptional service.
  • Handle queries and updates professionally, maintaining a high level of customer satisfaction.
  • Infrastructure Assistance:
  • Assist with infrastructure tasks as needed.
  • Ensure user security across all systems.
  • Complete service requests promptly.
  • Administration and Technical Expertise:
  • Manage Active Directory, end-user devices, Office 365, and business applications.
  • Demonstrate expertise in IT infrastructure, desktop systems, and business applications.
  • Span technical knowledge across various versions of MS Windows, basic TCP/IP networking, Citrix, and all MS Office versions, including Office 365.

Skills & Experience:
The successful candidate will exhibit the following qualities:

  • Proactivity and Adaptability:
  • Thrive in a fast-paced, ever-changing environment.
  • Effective Communication:
  • Excellent interpersonal and communication skills, both verbal and written.
  • Customer-focused attitude with a positive approach.
  • Polished telephone manner, active listening, and empathy skills.
  • Problem-Solving Abilities:
  • Strong diagnostic skills and a proactive approach to resolving issues.
  • Collaborative team player who supports colleagues.
  • Technical Proficiency:
  • Familiarity with service management toolsets (e.g., ServiceNow) and best practices (ITIL).
  • Proven experience in IT infrastructure, desktop systems, and business applications.
  • Quality and Consistency:
  • Ability to follow processes, policies, procedures, and guidelines to maintain consistent service quality.
  • Track Record:
  • Demonstrated success working in a Service Desk role.



What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at


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