Service Desk Analyst

3 weeks ago

Belfast Northern Ireland, Northern Ireland, United Kingdom Hayward Hawk Full time

We are looking for a skilled Service Desk Analyst to join our client's dynamic team.


Job Overview: As the first point of contact for clients, your role is crucial in delivering top-notch support and ensuring a seamless user experience. If you have a knack for problem-solving, excellent communication skills, and a passion for technology, this role is perfect for you.


Key Responsibilities:

  • Provide exceptional remote support to end-users and systems.
  • Manage and prioritize cases in ServiceNow.
  • Communicate effectively with clients to address and resolve their issues.
  • Answer and route incoming client phone calls efficiently.
  • Ensure quick resolution of issues, involving the right teams when necessary.
  • Take ownership of cases and ensure they are resolved to the client's satisfaction.
  • Identify opportunities for automation of repetitive tasks and suggest improvements.
  • Document support solutions and maintain detailed records of client environments.
  • Participate in various projects as assigned.


Required Skills and Experience:

  • Minimum 2 years of experience in end-user support.
  • Proficient in desktop and laptop hardware.
  • Strong knowledge of Windows 10.
  • Expertise in supporting Microsoft Office applications.
  • Some hands-on experience with server administration, particularly Active Directory account management.
  • Excellent written and verbal communication skills.
  • Friendly and confident phone presence.
  • Ability to adapt to rapid technological and business changes while maintaining enthusiasm and sound judgment.
  • Strong troubleshooting and problem-solving abilities.
  • Collaborative team player who stays calm under pressure.
  • Ability to provide off-hours on-call support when needed.


Preferred Qualifications:

  • Experience with Apple/Mac products.
  • Familiarity with ServiceNow.
  • Hands-on experience with Microsoft Azure and Microsoft Intune.

For more information, please contact Alice Armstrong at Hayward Hawk.

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