The IT Service Desk Analyst will provide first-line technical support to internal employees of the customer. The candidate will require an aptitude for working with applications/infrastructure components to undertake analysis, diagnosis, and resolution of end-user incidents, which may range from straightforward to more complicated technical issues. Service desk analysts will have standard operating procedures to support the majority of the incidents.

Responsibilities:

• Act as a single point of contact for phone calls, emails, chat and tickets from end-users regarding IT issues and queries
• Receiving, logging and managing calls from end-users via telephone, email and chat
• Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) and Operating Level Agreement (OLA) time frames, meeting or exceeding customers requirements and expectations
• Incidents and Service Requests are managed effectively; ensuring information is captured in the ITSM tool for future reference and analysis, in line with ITIL principles.
• 1st line support and troubleshooting of IT related problems from in-house software and hardware such as Mobiles, Desktops, Laptops, and Printers
• Logs and manage incidents/Service Request in ITSM tool
• Escalates unresolved tickets to Level 2 resolver groups
• Take ownership of user incidents/requests and follow up the status on behalf of the user and communicate progress in a timely manner
• To maintain a high degree of customer service for all support queries and adhere to all service management principles