Service Desk Analyst

2 weeks ago

London Area, United Kingdom Nando's UK & IRE Full time
Job Title: Service Desk Analyst

Nando's UK & IRE is seeking a highly skilled Service Desk Analyst to join our team. As a Service Desk Analyst, you will be responsible for delivering exceptional customer service and technical support to our users.

Key Responsibilities:
  • Provide technical support and troubleshooting for hardware and software issues
  • Log and resolve incidents and requests in a timely and effective manner
  • Collaborate with internal stakeholders to resolve technical issues
  • Develop and maintain knowledge base articles to improve in-house Service Desk knowledge
  • Perform hands-on fixes at desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
Requirements:
  • 18+ months Service Desk Experience working in a fast-paced environment
  • Understanding of ITIL practices
  • Worked with ticketing software (ITSM tool)
  • Software install, patching, and upgrades
  • Strong WinOS, Mac OS, and iOS experience
  • End-user management experience – Active Directory, Exchange, O365
  • Provide Remote User and Site support
  • Understanding of ePOS hardware & software would be desirable
  • Able to set up mobile devices via MDM solutions
  • Strong pattern identification and data analysis skills – namely ticket related
  • Good exposure to various Windows Server environments
  • Remote support experience – Teamviewer, VNC, etc
  • Troubleshooting networking issues
  • Liaise with 3rd party support/suppliers to assist with issue resolution
Personal Attributes:
  • Able to multitask
  • Great organizational skills
  • Able to take ownership of an issue and see through to resolution
  • Very strong written and oral communication skills
  • Very strong interpersonal skills
  • Ability to absorb and retain information quickly
  • Ability to document guidance, solutions, and workarounds
  • Ability to present ideas in user-friendly language to non-technical staff and end-users
  • Keen attention to detail
  • Proven analytical and problem-solving abilities
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Exceptional customer service orientation

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