As a Service Desk Analyst, you will be the face and voice of our company, providing crucial first-level technical support to our users. You will play a key role in diagnosing and resolving IT incidents, ensuring minimal disruption, and delivering an exceptional customer service experience. This role is perfect for a problem-solver who thrives in a dynamic, fast-paced environment.
Key Responsibilities
- First Point of Contact: Serve as the primary contact for all incoming IT queries and incidents via phone and email, ensuring a professional and timely response.
- Incident Resolution & Management: Perform first-level troubleshooting to achieve a high rate of First Call Resolution (FCR). Log, classify, prioritize, and track all incidents accurately in the service management system.
- Escalation Management: Efficiently escalate complex incidents to second-level support teams with comprehensive documentation, following established procedures.
- Customer Communication: Take ownership of user issues, providing regular and proactive updates on the status and progress of their tickets until final resolution.
- Service Level Adherence: Work within defined Service Level Agreements (SLAs) to meet key performance indicators for response and resolution times.
- Team Collaboration: Identify and alert team leads to emerging trends or surges in specific incident types, contributing to overall service improvement.
What We're Looking For (Qualifications & Experience)
- Education: Minimum Higher Nitec in Information Technology, Computer Science, or a related field.
- Experience: At least 1 year of hands-on experience in a technical support role such as:
IT Service Desk / Help Desk
Desktop Support
End-User Computing Support - Technical Proficiency:
Required: Strong practical knowledge of Microsoft Office 365 and its applications.
Core Skills: Experience with Microsoft Windows OS, Active Directory (user account administration), and MS Outlook configuration and support.
Highly Valued: Familiarity with ITIL foundational concepts and experience supporting mobile devices (iOS/Android). - Personal Attributes:
Excellent communication and customer-facing skills.
Strong analytical and problem-solving abilities.
Ability to work independently and as part of a team in a shift-based environment.
Proactive, patient, and empathetic with a genuine desire to help others.
