IT Service Desk Analyst

Posted 05 June 2023
Salary £20000 - £25000 per annum
Job type Permanent
Discipline Infrastructure ​
Contact NameMorgan Lingard

Job description

IT Service Desk Analyst
Chorley (Fully Officed Based)
£20,000 - £25,000 + Excellent Benefits

Are you passionate about delivering exceptional IT support and providing efficient solutions? We are currently seeking a dedicated and customer-oriented IT Service Desk Analyst to join our dynamic team. In this role, you will play a crucial part in ensuring smooth IT operations, resolving technical issues, and providing excellent customer service.

Job Role
  • Serve as the primary point of contact for all IT-related issues and requests, triaging and prioritizing them based on urgency and impact on the business
  • Provide exceptional customer service and promptly respond to user inquiries via various channels, including phone, email, and chat
  • Perform initial troubleshooting and provide technical support for hardware, software, and network-related problems
  • Identify, document, and escalate complex issues to the appropriate IT teams, ensuring timely resolution and effective communication with users
  • Maintain accurate records of incidents and service requests in the ticketing system, ensuring proper documentation and adherence to service level agreements
  • Assist with IT administrative tasks, including user account management, new user set-up, password reset, and software license tracking
  • Collaborate with other IT teams to facilitate the smooth delivery of IT services and effective problem resolution
  • Stay updated with the latest technologies and industry trends to continuously improve technical skills and provide up-to-date support to users
  • Previous experience in an IT administration or IT support role with a strong customer service focus
  • Familiarity with IT triage methodologies and the ability to prioritize and escalate issues based on urgency and impact
  • Proficiency in using IT service management tools and ticketing systems
  • Strong problem-solving and analytical skills, with the ability to troubleshoot and resolve technical issues efficiently
  • Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users effectively
  • Exceptional organizational skills and the ability to manage multiple tasks and priorities in a fast-paced environment
  • A positive attitude, patience, and a genuine passion for providing outstanding customer service