Service Desk Analyst, Permanent Job, Isle of Man

Entry Mid Level

Job Description

Are you ready to embark on a dynamic journey in the world of IT support? Our client is seeking a talented individual to join our team as a Service Desk Analyst. If you're passionate about delivering top-notch customer service in a fast-paced environment, read on!

The Role...

In this role, you'll be the first line of defence, providing technical support for all users. Your main responsibilities will include:

Providing 1st line support via phone, e-mail, walk-ups, and deskside support
Recording all Incidents and Requests in the ITSM Platform, ensuring correct categorisation
Documenting troubleshooting on incidents before escalating to Technical Teams
Keeping Incidents/Service Requests up to date to maintain SLAs and keeping users informed of progress
Assigning incidents and requests that can't be resolved 1st line to appropriate teams with detailed handover notes
Managing all new staff onboarding/offboarding, including IT equipment provision and account setup
Maintaining the asset register within the ITSM Platform for end user equipment
Proactively engaging with users to build relationships and ensure their IT is working as expected
Notifying Technical Teams of any issues having a major impact on users
Developing a detailed understanding of the Group and departments that are supported
Building and maintaining good relationships with Service Desk Analysts globally
Establishing and maintaining regular communications with the global IT Team, management, and end users regarding IT activities and issues
Performing any other duties reasonably required for this role

About You...

To thrive in this role, you'll need:

Experience working in an IT environment or customer service experience
Enthusiasm and passion for IT Support
A strong commitment to excellent customer service
Good understanding of current PC operating systems and applications
Clear verbal communication, politeness, respect, and consideration for others
Strong organisational and time management skills
The ability to use initiative, work independently, and as part of a global team
Confidence to speak with users over the phone and in person to help resolve IT issues
Willingness to learn and continually develop
Capability to follow process and procedure

The Reward...

This comes with a range of benefits, including:
Competitive salary
Excellent benefits package
Opportunities for personal development and progression
A supportive global team environment
Exposure to cutting-edge IT activities


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