Service Desk Analyst
Service Desk Analyst
Crawley, England, United Kingdom
Onsite
We are Hiring Service Desk Analyst responsible for taking calls, chats, handling emails and Self-Service ticket in a 24*7 environment.
Your responsibilities:
- Respond to user inquiries via phone, email, chat, or ticketing systems.
- Act as the initial point of contact for IT issues, logging and tracking incidents.
- Diagnose and resolve common IT problems, escalating complex issues to higher levels.
- Possess a solid understanding of IT infrastructure
- Be proficient in using IT service management (ITSM) tools and ticketing systems.
- Accurately document all incidents, solutions, and actions taken.
- Identify trends and patterns in user issues to proactively address potential problems.
- Contribute to the development and maintenance of knowledge base articles.
Your Profile
Essential skills/knowledge/experience:
- Good Communication skills both Verbal and Written
- Service Desk Technical Proficiency L1.5
- Good communication skills and Positive attitude towards work
- Multitasking skills
- Effective Listening skills
- Problem solving and analytical skills
- Familiarity with ITSM tools