Service Desk Analyst

Role: Service Desk Analyst

Work location: London, (5 days onsite)

Job type: 12 months FTC

Job Description:

We are seeking a motivated and customer-focused to join our IT support team. The successful candidate will provide first-level technical support to end users, troubleshoot IT issues, and ensure timely resolution or escalation in line with agreed SLAs.

Key Responsibilities:

• Act as the first point of contact for IT-related queries via phone, email, or ticketing tools
• Log, track, and resolve incidents and service requests accurately
• Provide support for basic hardware, software, desktop, and network issues
• Troubleshoot issues related to Windows OS, MS Office, email, printers, and VPN
• Escalate complex issues to L2/L3 support teams as per process
• Follow ITIL processes and ensure SLA compliance
• Maintain proper documentation and update ticket status regularly
• Deliver excellent customer service and ensure user satisfaction

Required Skills:

• Basic knowledge of computers, operating systems (Windows), and MS Office
• Understanding of IT fundamentals (hardware, software, networking basics)
• Good verbal and written communication skills
• Strong problem-solving and analytical skills
• Willingness to work in shifts (if required)
• Customer-oriented attitude

Educational Qualifications:

• Bachelor's degree in Computer Science, IT, or related discipline
• Relevant IT certifications (ITIL Foundation, CompTIA A+) will be an added advantage

Preferred Skills (Good to Have):

• Awareness of ITIL concepts
• Basic knowledge of Active Directory and password resets
• Exposure to ticketing tools (ServiceNow, Remedy, JIRA - training acceptable)