Bristow Holland is seeking a dynamic and motivated Service Desk Analyst to join a team that combines technical expertise with exceptional customer service. This fully remote position offers the opportunity to work with diverse technologies while contributing to a collaborative and supportive environment. You’ll provide first-line support to both external customers and internal users, ensuring seamless and efficient resolutions to technical issues. As a Service Desk Analyst, you will play a pivotal role in delivering exceptional support experiences. From triaging tickets to contributing to knowledgebases, your work will be vital in resolving technical issues and supporting users across various platforms. Responsibilities: Provide first-line support to staff, partners, and customers, ensuring excellent service delivery. Triage and prioritise support tickets in alignment with Service Level Agreements (SLAs). Conduct Tier 1 investigations, guiding users through troubleshooting and resolution steps. Assist users with self-service resources for simple requests. Fulfill basic service requests, such as user account management and password resets. Contribute to both internal and external knowledgebases, ensuring content is accurate and helpful. Key Skills: Proven experience in first-line IT support. Proficiency in Office 365. A passion for delivering outstanding customer experiences. Strong organisational skills with the ability to prioritise tasks effectively based on urgency and impact. Excellent communication skills to engage effectively with partners, customers, and internal users. A meticulous and methodical approach to troubleshooting, ensuring thorough and efficient issue resolution. The ability to build strong relationships and credibility with both internal teams and customers.