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Service Desk Analyst

2 months ago


West Drayton, United Kingdom Malom Full time
Job Description

Malom is seeking a highly motivated and skilled Service Desk Analyst to join our team. As a Service Desk Analyst, you will be responsible for providing exceptional customer service and technical support to our clients.

Key Responsibilities
  • Resolve IT-related incidents and service requests via phone, email, and portal
  • Proactively monitor and manage calls to resolution within SLA
  • Liaise with customers and 3rd parties as required
  • Develop and maintain knowledge base content
  • Assist with call assignment and queue management
Requirements
  • Excellent communication and customer service skills
  • Ability to work well under pressure and independently
  • Previous experience in a Wintel environment
  • Analytical skills and logical thought process
  • Clear and professional telephone manner
  • Experience with MS Office Suite, Internet, email, fault diagnosis, AD, AAD, Citrix, and RDS
Preferred Qualifications
  • MCITP Windows Server/Workstation Administration
  • Microsoft Office Specialist (including MS Azure and O365)
  • ITIL Service Management Foundation
  • O365/Azure portals