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Technical Service Desk Analyst
2 months ago
About the Role
The Service Desk Analyst provides first-line technical support for all IT, network, and application issues across the organization. This role involves handling customer inquiries, resolving technical issues, and escalating complex problems to senior colleagues. The ideal candidate will possess excellent communication skills, a passion for customer service, and a quick learning ability.
Key Responsibilities
- Handle customer tickets in a professional manner, ensuring timely resolution or escalation as needed.
- Provide technical support via phone, email, or other communication channels.
- Collaborate with internal teams to resolve technical issues and improve service delivery.
- Identify and implement process improvements to enhance the service desk experience.
- Develop and maintain knowledge base articles to support technical documentation.
- Assist with training and onboarding of new service desk staff.
Requirements
- Previous experience in a service desk or technical support role.
- Proficiency in Microsoft Office applications and other technical tools.
- Ability to manage workload effectively, prioritize tasks, and meet deadlines.
About Biffa
Biffa is a leading waste management company that values innovation, sustainability, and customer service. We strive to create a positive work environment that fosters diversity, equality, and employee growth. As a service desk analyst, you will be part of a dynamic team that is committed to delivering exceptional service to our customers.
