Service Desk Analyst
2 weeks ago
Job Title: Service Desk Analyst
About the Role:
We are seeking a highly skilled Service Desk Analyst to join our team at Sanderson. As a Service Desk Analyst, you will be the first point of contact for our internal customers, providing exceptional customer service and technical support.
Key Responsibilities:
- Respond to end-user inquiries via self-service and phone calls.
- Provide 1st line support for IT-related issues.
- Manage and resolve incidents and requests in a timely manner.
- Collaborate with the internal Desktop Team to ensure effective incident and request resolution.
- Oversee the progress of all tickets in the ServiceNow system.
Requirements:
- Exceptional customer service skills with the ability to maintain composure under pressure.
- Ability to ask insightful questions to diagnose and prioritize user queries.
- Experience with video conferencing equipment and software (e.g. MS Teams).
- Ability to prioritize and manage multiple tasks and deadlines effectively.
- Windows 7/10 and Office 2016 experience.
Desirable Skills:
- O365 experience.
- SCCM experience.
- AD experience.
- Citrix experience.
- Solid understanding of basic networking principles (TCP/IP, DNS, DHCP).
- Excellent customer service, telephone, and communication skills.
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