IT Service Desk Analyst / 1st Line Support Analyst
Please double check you have the right level of experience and qualifications by reading the full overview of this opportunity below.
A fantastic opportunity has arisen for an IT Service Desk Analyst /1st Line Support Analyst to join our London based client on a permanent basis.
IT Service Desk Analyst / 1st Line Support Analyst
Summary:
The Service Desk Analyst will report to the Service Desk Manager and be assisted and guided by the Service Desk Specialists and the Senior Service Desk Specialist. The Service Desk Analyst will be the primary point of contact within the IT Service Desk and must have excellent customer service skills, the ability to multi-task and remain calm under pressure.
IT Service Desk Analyst / 1st Line Support Analyst
Key Responsibilities:
• Provide high quality support by answering calls and tickets directed to the Global Service
Desk
• Ensure users are kept sufficiently informed of progress throughout the lifetime of their
calls through regular calls/emails
• Respond to and resolve requests withing the specified time frame as logged in the
ticketing system
• Work with co-workers to increase knowledge across the Service Desk team
IT Service Desk Analyst / 1st Line Support Analyst
Attributes/Skills:
• Experience supporting MacIOS and Jamf is preferable
• Good troubleshooting and analytical skills
• Experience with supporting laptops/MFD and video conferencing equipment
• Experience of logging tickets in ITSM call logging software
IT Service Desk Analyst / 1st Line Support Analyst