First Line Service Desk Analyst
2 months ago
Regent College London is seeking a highly skilled and motivated First Line Service Desk Analyst to join our IT team.
Job Summary:
The First Line Service Desk Analyst will be responsible for providing first-level technical support to end-users, troubleshooting hardware and software issues, and escalating complex problems to senior technicians.
Key Responsibilities:
- Provide timely and effective technical support to end-users via phone, email, and in-person.
- Troubleshoot and resolve hardware and software issues, including network connectivity and printer problems.
- Evaluate and escalate complex technical issues to senior technicians or external vendors.
- Document and maintain accurate records of incidents, problems, and resolutions.
- Collaborate with IT team members to ensure seamless service delivery and continuous improvement.
- Participate in regular staff meetings and training programs to stay up-to-date with the latest technologies and best practices.
Requirements:
- Graduate/undergraduate degree in Computer Science, Engineering, or related field.
- Strong analytical and problem-solving skills, with ability to work under pressure and meet deadlines.
- Excellent communication and interpersonal skills, with ability to work effectively with diverse stakeholders.
- Ability to work collaboratively as part of a team and contribute to a positive and inclusive work environment.
- Strong knowledge of IT service management principles and practices.
Language Requirements:
English
Travel Requirements:
National travelling to Sites and Campuses.
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