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Service Desk Analyst

2 months ago

Birmingham, Birmingham, United Kingdom FalconSmartIT Full time

Job Title: Service Desk Analyst

Job Type: Permanent

Location: Remote

Language: English (Required) and French (Preferred)

Experience:

We are seeking a highly motivated and organized Service Desk Analyst to join our team at FalconSmartIT. As a Service Desk Analyst, you will be the first point of contact for our customers, providing technical support and resolving issues in a timely and professional manner.

Key Responsibilities:

  • Provide exceptional customer service and support via phone, email, and chat
  • Resolve technical issues and escalate complex problems to senior technicians
  • Document and track incidents, problems, and service requests in our ticketing system
  • Collaborate with internal teams to resolve issues and improve processes
  • Participate in on-call rotations and provide 24/7 support as needed
  • Stay up-to-date with industry trends and best practices in IT service management

Requirements:

  • Minimum 2-3 years of experience in a help desk or technical support role
  • Excellent communication and problem-solving skills
  • Ability to work in a fast-paced environment and prioritize tasks effectively
  • Knowledge of ITIL processes and procedures
  • Experience with ticketing systems and remote desktop software

What We Offer:

  • A competitive salary and benefits package
  • Opportunities for professional growth and development
  • A dynamic and supportive team environment
  • Flexible work arrangements and remote work options