IT Service Desk Specialist

18 hours ago


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

The role of the IT Service Desk Analyst at Kuehne + Nagel AS is to provide timely and effective support to internal stakeholders, ensuring prompt resolution of IT-related issues and requests. This 1st/2nd line hybrid position involves coordinating responses, resolving incidents, and escalating complex requests to higher-level support groups as necessary.

Your Key Responsibilities
  • Manage and prioritize incoming incidents and service requests, adhering to defined service level agreements (SLAs). Escalate incidents and requests to higher-level support groups when required.
  • Communicate effectively with users to gather relevant information, clarify issues, and provide updates on incident and request status.
  • Collaborate with cross-functional teams to facilitate the resolution of complex incidents and requests, ensuring smooth handovers and effective problem-solving.
About You
  • A minimum of [salary] per annum salary for this role reflects your experience and expertise in a service desk or IT support capacity.
  • You should possess strong knowledge of ITIL processes, particularly incident, change, and problem management.
  • Effective communication and customer service skills are essential to interact with stakeholders at various levels of the organization and external parties.
  • You should be proficient in utilizing service desk ticketing systems to log, track, and resolve incidents and requests.
  • Familiarity with a wide range of hardware, software, and network technologies commonly used in business environments, including but not limited to Active Directory, Microsoft Exchange, M365, Intune, Active Roles, MDM Management, and Remote Support Tools.


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