IT Service Desk Analyst

22 hours ago


Worthing, West Sussex, United Kingdom Solutions Through Knowledge Contracts Limited Full time
Job Title: IT Service Desk Analyst

We are seeking a skilled IT Service Desk Analyst to join our team at Solutions Through Knowledge Contracts Limited. As an IT Service Desk Analyst, you will be responsible for providing exceptional customer service and technical support to our clients.

Main Responsibilities:
  • Provide first- and second-line support for Office 365 and mail migration issues, adhering to SLAs, quality standards, and ITIL best practices.
  • Triage tickets and escalate to senior support and third-line support teams as needed.
  • Offer software support for laptops and desktops, as well as liaise with third-party suppliers when required.
  • Complete online and email ticket requests with a high level of diligence and respond to user requests in a timely and professional manner.
  • Perform troubleshooting and fault diagnostics, providing excellent customer service and empathy to users.
  • Take ownership and accountability for all assigned tickets, answering telephone calls in a professional and confident manner.
Key Skills and Competencies:
  • Previous experience as an IT Service Desk Analyst, 1st Line Support, or Technical Support role.
  • Experience supporting Microsoft Office 365 and using Active Directory.
  • Competent in identifying and fixing desktop hardware and software issues, with basic networking and general fault diagnosis skills.
  • Strong customer service experience and communication skills, with the ability to explain step-by-step instructions and handhold users.
  • A team player with a self-motivated, enthusiastic, and keen-to-learn attitude, with experience working in an ITIL environment and supporting mail migration projects.


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