Service Desk
Core
Providing 24/7 Level 1 IT support for end users via voice, email, and web tickets, focusing on incident resolution and escalation.
Role type
Service Desk Analyst (Level 1)
Builds
IT support services for UK-based end users
Domain
IT Service Management / End User Computing
Deliverable
client delivery
Required skills
Voice process handling, ticketing tool management, incident resolution, escalation procedures, triaging, written communication
Preferred skills
Technical education aptitude, subtle behavior, strong writing skills
Technologies
Ticketing tools, desktops, laptops, office applications, printers
Responsibilities
Receiving and logging calls, emails, and web tickets; attempting resolution of end user computing incidents; escalating unresolved issues; triaging tickets to support groups; tracking tickets to closure; providing status updates to users
Seniority
Junior to Mid-level (1-3 years experience)
