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Service Desk Analyst
2 months ago
Job Summary:
We are seeking a skilled Service Desk Analyst to join our team at Permanent Futures. As a Service Desk Analyst, you will be the primary point of contact for customers, providing technical support and resolving issues in a timely and professional manner.
Key Responsibilities:
- Provide exceptional customer service via various communication channels, including telephone, email, and video conferencing.
- Log and track all incidents, service requests, problems, changes, and knowledge in our ITSM tool to ensure issues are properly identified and resolved.
- Analyze issues using 1st line knowledge, processes, and procedures to determine the best course of action.
- Prioritize issues based on ITIL best practices (Impact/Urgency) and determine if a 1st line fix is achievable before escalating to 2nd Line Support or Third Parties.
- Take ownership and responsibility of daily checks/tasks, ensuring they are completed to a high standard.
- Provide timely and factual Service Announcements as needed.
Requirements:
To be successful in this role, you will need:
- Experience in 1st line support and dealing with IT tickets.
- Knowledge of Cisco VoIP, Microsoft Office Suite, and Microsoft Active Directory.
- ITIL qualifications are beneficial but not required.
What We Offer:
As a Service Desk Analyst at Permanent Futures, you will have the opportunity to work with a dynamic team and develop your technical skills in a fast-paced environment.
