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IT Service Desk Analyst
2 months ago
Job Title: IT Service Desk Analyst
We are seeking a highly skilled and motivated IT Service Desk Analyst to join our team at Peaple Talent. As an IT Service Desk Analyst, you will be responsible for providing technical support to our customers and resolving technical issues in a timely and efficient manner.
Key Responsibilities- Troubleshoot and Resolve Issues: Use your technical expertise to troubleshoot and resolve technical issues, and complete requests within the agreed Service Level Agreement (SLA).
- Call Handling: Deliver high-quality call handling, both in and out of hours, and provide excellent customer service to our customers.
- Customer Communication: Maintain a log of software/hardware problems and allocate complex issues to relevant IT team members.
- Service Issue Allocation: Arrange external technical support if needed.
- Time Management: Prioritize requests based on urgency and manage your time effectively to meet deadlines.
- Experience: Previous helpdesk experience is essential for this role.
- Customer Service Focused: You must have a team-oriented attitude to help co-workers and customers with technical problems.
- Motivation: You must be willing to learn new skills and technologies.
- Technical Skills: You must have experience with Citrix XenApp, Windows Server 2016, Office 365, Azure, Active Directory, VMWare 6.7, Teams Telephony, and Network Security protocols.
- Communications: You must have excellent telephone manner and face-to-face communication skills.
- Analytical Skills & Creativity: You must have a structured problem-solving approach and be able to analyze technical and business information to develop plans and make sound recommendations.
- Management of Activities: You must be able to work as part of a small IT support team, balance work priorities under pressure, and ensure compliance with business management systems.
- Management of Finance & Resources: You must be able to advise on sourcing or re-use of hardware to ensure value for money.
- Autonomy & Accountability: You must operate under the supervision of the Systems Manager with some decision-making autonomy and contribute to section activities and be accountable for performance in finance, technical, and service delivery.
- Working Environment: You must be able to work in an office-based environment, 38 hours per week (Monday to Friday).
