Your new role
As an IT Analyst, you will play a crucial role in delivering front-line IT services, ensuring the smooth operation of our IT estate and providing excellent customer service. Your key responsibilities will include:
1. Deliver front-line IT service, responding to alerts and resolving customer incidents and service requests on a rotating 24/7 shift basis.
2. Monitor the IT estate vigilantly, conducting quality triage of alerts or user contacts.
3. Troubleshoot and resolve a variety of IT incidents, ensuring quick resolution and accurate recording of activities.
4. Support the Major Incident Management process occasionally.
5. Work as part of a team to ensure services are delivered within SLAs, providing First Contact Resolution (FCR) using Knowledge Base Articles (KBA) and subject matter expertise.
6. Administer the Service Desk mailbox, phones, and monitoring screens, logging and recording all interactions, incidents, and service request tickets.
7. Manage resolver group queue stacks, ensuring SLA clocks do not expire and tickets are continually updated or appropriately escalated.
8. Contribute to technical documentation on known issues, errors, workarounds, and permanent fixes.
9. Manage end-user expectations throughout the lifecycle of incidents or service requests.
10. Liaise with Problem Managers, Incident Managers, and resolver groups to support resolution.
11. Act as a technical ...