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Service Desk Analyst

2 months ago

Bridgend, Bridgend county borough, United Kingdom Sanderson Full time

Job Title: Service Desk Analyst

About the Role:

We are seeking a highly skilled Service Desk Analyst to join our team at Sanderson. As a Service Desk Analyst, you will be the first point of contact for our internal customers, providing exceptional customer service and technical support.

Key Responsibilities:

  • Respond to end-user inquiries via self-service and phone calls.
  • Provide 1st line support for IT-related issues.
  • Manage and resolve incidents and requests in a timely manner.
  • Collaborate with the internal Desktop Team to ensure effective incident and request resolution.
  • Oversee the progress of all tickets in the ServiceNow system.

Requirements:

  • Exceptional customer service skills with the ability to maintain composure under pressure.
  • Ability to ask insightful questions to diagnose and prioritize user queries.
  • Experience with video conferencing equipment and software (e.g. MS Teams).
  • Ability to prioritize and manage multiple tasks and deadlines effectively.
  • Windows 7/10 and Office 2016 experience.

Desirable Skills:

  • O365 experience.
  • SCCM experience.
  • AD experience.
  • Citrix experience.
  • Solid understanding of basic networking principles (TCP/IP, DNS, DHCP).
  • Excellent customer service, telephone, and communication skills.