Job Description

The Service Desk Analyst will be the 1st point of contact for users, you will be providing high quality technical support and answering queries via the telephone and email in a proficient and dynamic way.

As a Service Desk Analyst your main responsibilities are as follows:

• Log and update all calls on the internal ticketing system

• Maintain a high degree of customer service for all support queries

• Adhere to all Service Level Agreements, security protocols etc.

• Successfully escalate queries to 2nd line engineers

Required Knowledge, Skills, and Abilities

• Fluent in Welsh, oral and written • Proficient in Windows 7 -10 • Able to provide excellent customer service • Previous experience working to Service Level Agreements • Experience working in an ITIL environment