Service Desk Support Specialist

2 days ago

Belfast, United Kingdom Hayward Hawk Full time
Service Desk Analyst

Hayward Hawk is seeking a skilled Service Desk Analyst to join their team. As a key member of the IT department, you will be responsible for providing exceptional support to end-users via various channels.

Key Responsibilities:
  • Provide prompt and courteous support to end-users via web portal, email, and phone for submitted Service Requests and Issues.
  • Communicate effectively with both written and verbal skills, prioritizing a strong customer service experience.
  • Maintain a high fulfillment rate, aiming to resolve at least 85% of service requests within specified Service Level Agreements (SLAs).
  • Escalate more complex technical issues to specialized Engineering support teams as needed.
  • Take full ownership of support cases and ensure they are followed through to resolution with client confirmation.
  • Assist in automating routine tasks and identifying opportunities for process improvement.
  • Contribute to documentation, adding valuable insights into the knowledge base and client environments.
  • Identify recurring issues and engage in root cause analysis to prevent future occurrences.
  • Participate in project teams and other initiatives as required.
Requirements & Qualifications:
  • Strong commitment to delivering exceptional client experiences.
  • Excellent written and verbal communication skills.
  • Confident and approachable phone demeanor.
  • Minimum 2 years of hands-on experience supporting environments that include Microsoft Windows, macOS, Mobile Device Management, Microsoft 365, O365, Microsoft Entra ID, and VPN solutions.
  • Demonstrated analytical abilities for diagnosing and resolving hardware, software, and network connectivity issues.
  • Experience working with ticketing systems (e.g., ServiceNow) and remote support tools.
  • Adaptable and flexible in a fast-paced, changing environment, with the ability to maintain composure and sound judgment.
  • Strong troubleshooting and problem-solving skills.
  • Willingness to proactively share knowledge and suggest improvements.
  • Team-oriented, collaborative, and able to remain calm under pressure.
  • Familiarity with ITIL practices is an advantage.
  • Willingness to provide off-hours, on-call support, including weekends and holidays.

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