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Service Desk Analyst

2 months ago

Peterborough, United Kingdom Reed Technology Full time
Job Summary

We are seeking a highly skilled Service Desk Analyst to join our team at Reed Technology. As a key member of our IT support team, you will be responsible for providing exceptional technical support to our business customers, ensuring a high level of customer satisfaction.

Key Responsibilities
  • Respond to and resolve technical support requests from business customers in a timely and efficient manner.
  • Diagnose and troubleshoot hardware, software, and network issues using various tools and techniques.
  • Develop and maintain comprehensive and accessible technical documentation for team members and users.
  • Adhere to established service desk processes and procedures to ensure consistent and high-quality service delivery.
  • Prioritize and manage multiple support tickets in a high-pressure environment, ensuring timely resolution within SLAs.
Requirements
  • Proven problem-solving skills to diagnose, evaluate, and resolve complex technical situations.
  • Ability to escalate or route issues to appropriate IT staff members effectively.
  • Experience in resolving tickets in a timely manner within SLAs.
  • Strong communication skills and a commitment to delivering high customer satisfaction.
What We Offer
  • Competitive salary.
  • Hybrid working model, allowing for a balance between on-site and remote work.
  • Opportunity to work within a supportive team that motivates and challenges.