IT Service Desk Analyst
1 week ago
Job Summary
We are seeking a highly skilled and motivated IT Service Desk Analyst to join our team at Peaple Talent. As a key member of our IT support team, you will be responsible for providing exceptional technical support to our clients and ensuring that their IT needs are met.
Key Responsibilities
- Troubleshoot and Resolve Issues: Utilize your technical expertise to troubleshoot and resolve complex technical issues in a timely and efficient manner.
- Call Handling: Provide exceptional customer service through effective call handling, ensuring that clients receive prompt and professional support.
- Customer Communication: Maintain accurate records of technical issues and communicate effectively with clients to ensure that their needs are met.
- Service Issue Allocation: Allocate technical issues to relevant team members and ensure that clients receive timely updates on the status of their issues.
Requirements
- Time Management: Prioritize technical issues based on urgency and ensure that clients receive timely support.
- Experience: Previous experience in a help desk or technical support role is essential.
- Customer Service Focused: Demonstrate a strong customer service focus and ensure that clients receive exceptional support.
- Motivation: Be willing to learn new skills and technologies to ensure that you remain up-to-date with the latest technical developments.
- Technical Skills: Possess excellent technical skills, including experience with Citrix XenApp, Windows Server 2016, Office 365, Azure, Active Directory, VMWare 6.7, Teams Telephony, and Network Security protocols.
Additional Responsibilities
Communications:
- Develop excellent communication skills to effectively communicate with clients and team members.
- Proactively communicate technical information to team members and management.
- Provide end-user training as required.
Analytical Skills & Creativity:
- Develop a structured problem-solving approach to ensure that technical issues are resolved efficiently.
- Analyze technical and business information to develop plans and make sound recommendations.
Management of Activities:
- Work as part of a small IT support team to ensure that clients receive exceptional support.
- Balance work priorities under pressure and ensure compliance with business management systems.
- Participate in occasional out-of-hours planned maintenance.
Management of Finance & Resources:
- Advise on sourcing or re-use of hardware to ensure value for money.
Autonomy & Accountability:
- Operate under the supervision of the Systems Manager with some decision-making autonomy.
- Contribute to section activities and be accountable for performance in finance, technical, and service delivery.
Working Environment:
- Work in a office-based environment, 38 hours per week (Monday to Friday).
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