Service Desk Analyst

First Line Support 6-Month Contract Start ASAP.100% On-site in Poole Your new company You'll be joining a dynamic and customer-focused organisation that values technical excellence and continuous improvement. The team is committed to delivering high-quality IT support services and maintaining strong relationships with users across the business. This is a great opportunity to be part of a collaborative environment where your contributions will have a real impact.

Your new role As a First Line Support, you will be the first point of contact for users experiencing technical issues. You'll manage incoming queries via phone, email, and self-service portals, resolving issues where possible and escalating when necessary. You'll use a range of tools to log, track, and manage incidents, ensuring timely resolution in line with service-level agreements. You'll also contribute to maintaining and updating standard operating procedures and knowledge databases, and support wider service delivery activities.

What you'll need to succeed To thrive in this role, you'll need:

• Experience in a customer-facing IT support role.
• Strong communication and interpersonal skills.
• Proficiency in Microsoft Office tools (Word, Excel, Visio, SharePoint); ERP system experience is a plus.
• Ability to manage multiple tasks and prioritise effectively.
• Familiarity with ITSM tools and ticketing systems.
• A proactive mindset with a focus on continuous improvement.
• Attention to detail and strong documentation skills.
• Willingness to collaborate and support team goals.

What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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