Service Desk Analyst

About the role

First line IT support role providing initial assessment of incidents and service requests from internal and external customers. You will receive and record all reported incidents in the IT ticketing system, resolve at least 85% of incidents on first contact, and route or escalate unresolved incidents as necessary.

Key responsibilities

• Receive and record all reported incidents and service requests from internal and external customers in the IT ticketing system
• Provide first line support with initial assessment of all incidents and requests
• Resolve at least 85% of all incidents on first contact
• Route incidents to resolution groups when not resolved during initial support
• Escalate all incidents when necessary or as per procedure
• Monitor the status and progress toward resolution of all open incidents and requests
• Keep affected customers informed about progress
• Confirm resolution and close incidents and requests
• Detect potential issue trends and liaise with problem management and support teams
• Maintain Knowledge Base documents and systems

About you

• 2–3 years of troubleshooting experience with hardware or software customer services, including user access provisioning
• Understanding of basic security principles and protocols
• Substantial experience in IT Support and customer service
• Excellent communication and interpersonal skills with ability to collaborate in a team
• Demonstrated analytical and problem management skills
• Good broad technical understanding of hardware, software, applications, networks and communications technologies
• Understanding of the role of the Service Desk
• Resourcefulness
• Time management skills with ability to set priorities when handling multiple cases and competing priorities