Technical Help Desk Analyst

3 weeks ago


Milton Keynes, Milton Keynes, United Kingdom Kuehne + Nagel AS Full time

Kuehne + Nagel AS is seeking an experienced Technical Help Desk Analyst to join our KN UK IT Team. This is a key role that requires delivering an efficient and professional service, meeting customer demands within agreed service levels and business priorities.

Job Description

This role involves coordinating appropriate responses to IT-related issues and change requests at the first point of contact (telephone/email/face-to-face), redirecting requests to the appropriate resolver groups for resolution, monitoring progress, and ensuring timely updates to users regarding the status of their requests.

  • Manage and prioritize incoming incidents and service requests, ensuring accurate logging, tracking, and resolution within defined service level agreements (SLAs). Escalate incidents and requests to higher-level support groups as necessary, while maintaining ownership and keeping users informed of progress.
  • Communicate effectively with users to gather relevant information, clarify issues, and provide updates on incident and request status.

The successful candidate will have strong communication and customer service skills to interact with stakeholders at various levels of the organisation and external parties. Familiarity with a wide range of hardware, software, and network technologies commonly used in business environments is also essential.



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