Service Desk Analyst

2 days ago

Greater Manchester, United Kingdom ECS Resource Group Full time
Job Title: 1st Line Service Desk Analyst

We are seeking a highly skilled and customer-focused 1st Line Service Desk Analyst to join our IT support team at ECS Resource Group.

Key Responsibilities:

  • Act as the first point of contact for IT support queries from internal and external users.
  • Respond to incoming incidents and service requests via telephone, email, and ticketing systems.
  • Log, categorize, and prioritize incidents in the service desk system.
  • Troubleshoot and resolve technical issues, escalating complex problems to 2nd line support where necessary.
  • Provide guidance and support for common software applications, hardware, and networking queries.
  • Ensure all tickets are updated with accurate and detailed progress notes.
  • Follow established processes for incident resolution and service restoration.
  • Assist with the configuration and installation of new equipment and software.
  • Perform basic user administration tasks, such as password resets and account setups.
  • Keep users informed of the status of their requests and ensure timely communication.
  • Contribute to knowledge base articles and documentation to help improve future incident handling.
  • Participate in team meetings, providing feedback and suggestions to improve service delivery.

Requirements:

  • Strong problem-solving skills and excellent communication abilities.
  • Ability to work in a fast-paced environment and prioritize tasks effectively.
  • Knowledge of common software applications, hardware, and networking systems.
  • Experience with ticketing systems and service desk software.
  • Ability to work independently and as part of a team.

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