Service Desk Analyst
Core
Provide first-line IT support, incident management, and preventative maintenance for internal users and contracts.
Role type
First-line Service Desk Analyst
Builds
IT service stability and user productivity
Domain
IT Operations / Service Management
Required skills
ITIL knowledge, Microsoft Office Suite, incident logging, call management, hardware/software troubleshooting, account management
Preferred skills
First-line experience, decision-making, self-motivation
Responsibilities
Manage customer mailboxes and log emails in ITSM Tool, log incidents and service requests, allocate categorization and prioritization, provide first-line investigation and diagnosis, resolve basic hardware/software problems, collect information for second-line teams, resolve first-line-fix incidents, keep users informed of progress, close resolved incidents, reflect on customer feedback, contribute to team meetings, undertake required training, provide IT support and preventative maintenance for contracts, ensure comprehensive documentation of procedures
Seniority
Entry to Mid-level, hands-on IC