Service Desk Analyst
Core
Provide first-line technical support via phone and email to resolve incidents and service requests for public sector clients.
Role type
Service Desk Analyst (First-line Support)
Builds
IT service stability and user experience for government and local authority clients
Domain
Public Services / IT Managed Services
Deliverable
client delivery
Required skills
incident recording, remote troubleshooting, hardware/software support, Microsoft Windows, Microsoft Office, database maintenance, knowledge base documentation
Preferred skills
stakeholder management, process improvement, analytical problem-solving
Responsibilities
Record incidents and service requests via phone or email, diagnose technical faults remotely, update user information in service management tools, maintain and update knowledge base articles, liaise with external maintenance suppliers
Seniority
Individual Contributor
