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Service Desk Specialist

2 months ago

Birmingham, Birmingham, United Kingdom FalconSmartIT Full time

About FalconSmartIT

FalconSmartIT is a leading provider of IT support solutions, dedicated to delivering exceptional customer service and technical expertise.

Job Description: Service Desk Analyst

We are seeking a highly motivated and skilled Service Desk Analyst to join our dynamic team. In this role, you will be responsible for providing first-line technical support to our clients, resolving IT issues promptly and efficiently.

Responsibilities:

  • Provide prompt and effective technical support via phone, email, and chat.
  • Diagnose and troubleshoot a wide range of IT issues, including hardware, software, network connectivity, and email.
  • Document all interactions and resolutions in our ticketing system.
  • Prioritize and manage incoming support requests according to established procedures.
  • Escalate complex issues to senior technical staff as needed.
  • Contribute to the development and maintenance of knowledge base articles.

Qualifications:

  • Minimum 2-3 years of experience in a customer-facing IT support role.
  • Strong understanding of ITIL principles, particularly incident management and service request fulfillment.
  • Excellent communication and interpersonal skills.
  • Proficiency in troubleshooting common desktop, network, and software issues.
  • Ability to work independently and as part of a team.

Preferred Skills:

  • Experience with remote support tools (e.g., TeamViewer).
  • Knowledge of Active Directory, O365, and Lotus Notes.
  • Fluency in English and French.