Service Desk Analyst

IT Service Desk Analyst

Digital Technologies

Overview

We are looking for a customer-focused IT Service Desk Analyst to join a high-performing Digital Technologies Service Desk. You will act as the first point of contact for IT, AV, telephony and security-related incidents and service requests, delivering responsive, high-quality support and an excellent user experience.

Key Responsibilities

Provide first-line support via phone, email and remote tools

Log, categorise and prioritise incidents and service requests using a service management system

Diagnose and resolve a broad range of IT issues across hardware, operating systems, applications and networks

Deliver first-time fixes where possible and escalate complex issues to specialist teams when required

Retain ownership of tickets, monitoring progress and keeping users informed

Perform routine administration including user accounts, permissions, device management and Office 365 mailbox administration

Identify trends, contribute to problem management and support major incident resolution

Maintain accurate documentation and contribute to the Service Desk knowledge base

Identify and escalate potential security incidents in line with agreed procedures

Skills & Experience

Essential:

Experience in a busy IT Service Desk or technical support environment

Strong customer service and communication skills

Good working knowledge of Microsoft operating systems and desktop applications

Experience using service desk tools and ITIL-aligned processes

Strong troubleshooting and analytical skills

Desirable:

Office 365 Exchange Online administration experience

Active Directory/Azure AD knowledge

Apple Mac support experience

ITIL Foundation and/or Microsoft certifications

Certes Computing (and all of its subsidiary companies) is committed to promoting equality and diversity in its business operations.