Job Description

The Service Desk Analyst's main responsibilities will include;

• Responsible for providing efficient and effective triage and solutions to a range of technical problems (incidents) and requests.

• Own and manage incidents and requests where further information is required from staff as part of triage, conducting chase communications to staff where required.

• Take direction from incident managers during incidents and/ or major ICT incidents, working closely with them to collect detail that allows them to maintain robust engagement with stakeholders.

• Assess when to escalate issues to service desk team leader, where the issue is novel or in need of second line support at the desk.

To be considered for the Service Desk Analyst you should have the following skills and experience;

• High level of technical expertise and skills including detailed knowledge of desktop technology.

• Certifications/qualifications or working towards ITIL Foundation

• Degree in ICT, or equivalent

• Good verbal and written communication skills, comfortable and confident in dealing with challenging situations/individuals and a clear commitment to delivering excellent customer service

• Familiarity with the concepts of system administration; creating, modifying and troubleshooting accounts, and confidence in using all forms of ICT.

Required Knowledge, Skills, and Abilities