Are you an IT Service Desk Analyst and a tech-savvy problem solver with a passion for helping others?

Do you thrive in a fast-paced environment and have a knack for troubleshooting Windows 10 and Apple products?

If so, an exciting opportunity awaits you as a Service Desk Analyst....

Purpose of the Role

The Service Desk Analyst will be the first point of contact for colleagues experiencing technical issues. The primary responsibility is to provide exceptional phone support, guiding users through solutions and ensuring their technical problems are resolved efficiently.

Key Responsibilities

• Tier 1 PC Windows 10 Support: Offer initial support for technical issues, upgrades, installations, and more.
• Remote Support: Utilise tools like Landesk and Team Viewer to assist users remotely.
• Incident Management: Identify potential outages, prioritize incidents, and assign them to the appropriate resolver groups via Service NOW.
• Joiners/Leavers Process: Handle desktop tasks related to onboarding and offboarding.
• Effective Communication: Explain technical issues in a clear, understandable manner to customers over the phone.

Key Relationships

• Service Users: Collaborate with internal teams to understand and meet their IT needs.
• Service Desk: Work closely with fellow analysts to ensure seamless support.
• Technical Teams: Coordinate with Servers, Application, Networks, and Security Teams.
• 3rd Party Suppliers: Manage relationships and support from external vendors.

Qualifications and Experience

• Education: Higher education qualification in IT or equivalent work experience.
• Preferred Certifications: CompTIA A+, MCSA (Microsoft Certified Solutions Associate)
• Experience: 2-4 years as an IT Support Specialist in an enterprise environment. VIP Support experience is a plus.

Skills: Proficiency in Windows 10 troubleshooting, Active Directory password resets, Service NOW ITSM system, and Google Suite Products, Dropbox, Microsoft Office, Adobe.

Why Join?

• Innovative Environment: Be part of a forward-thinking team that embraces new ideas and technologies.
• Career Growth: Opportunities for professional development and career advancement.
• Supportive Team: Work with a collaborative group of professionals dedicated to making a difference.

Ready to take the next step in your IT career? Apply now and contribute to delivering outstanding technical support!