Ocho are working on a Service Desk Analyst role with a leading IT provider in Belfast. This role offers a remote work arrangement and a comprehensive benefits package, including competitive salary, health benefits, parental leave, and more. As a Service Desk Analyst, you are the first point of contact for clients. Clear communication and composure under pressure are crucial as you assist clients or escalate issues. Attention to detail, technical skills, and adaptability are key to thriving in diverse environments. Responsibilities: Provide exceptional remote end-user and systems support Manage queues and cases in ServiceNow Communicate professionally with clients about their cases Answer and route incoming client calls Quickly resolve cases or escalate to the appropriate teams Take ownership of cases through to resolution Suggest automation for repetitive tasks and efficiencies Document support solutions and client environments Requirements: 2 years of end-user support experience Strong knowledge of desktop/laptop hardware, Windows 10, and Microsoft Office Some hands-on server administration experience, including Active Directory Passion for excellent client service Strong written and verbal communication skills Confident, friendly phone presence Hands-on experience with Microsoft Azure and Microsoft Intune Perks: Comprehensive health benefits including medical and dental Life insurance 25 10 stat annual leave Pension plan matching Training and growth opportunities Social events And more Please apply now if you are matching the above requirements and are happy with the working times listed. If you'd like any further information please reach out to Andrew Harrison directly. Skills: Windows 10, Microsoft Office, Active Directory Intune, Azure, ServiceNow customer support, communication