IT Service Desk Analyst

3 hours ago

Sheffield, Sheffield, United Kingdom Data Careers Full time

{"h1": "IT Service Desk Analyst Role", "p": "We are seeking an IT Service Desk Analyst to join our team at Data Careers. As a key member of our IT department, you will be responsible for providing exceptional customer service and technical support to our users.", "ul": [{"li": "Act as the first point of contact for IT users, managing incidents, problems, queries, and requests primarily via telephone, as well as through self-service and email."}, {"li": "Provide effective first-line fault resolution in line with ITIL best practices, ensuring timely recovery within Service Level Agreement (SLA) timeframes."}, {"li": "Deliver exceptional customer service, ensuring user satisfaction and promoting a positive perception of the IT service."}, {"li": "Liaise with IT specialists and escalate issues when necessary."}, {"li": "Support the organisation\u2019s \u201cshift-left\u201d approach by providing first-contact/first-line resolution where possible."}, {"li": "Maintain open communication between customers and the IT department, managing customer expectations effectively."}], "h2": "Essential Skills", "ul": [{"li": "Strong telephone manner and communication skills."}, {"li": "Previous IT Service Desk experience."}, {"li": "Excellent interpersonal and administrative skills."}, {"li": "Strong fault diagnosis and questioning abilities."}, {"li": "Basic understanding of IT/communications and telephony equipment."}], "h2": "Desirable Skills", "ul": [{"li": "ITIL Foundation certification."}, {"li": "Experience with service management tools."}, {"li": "Proficiency in Microsoft Office products."}, {"li": "Proven experience in call handling."}]}

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