Service Desk Analyst

Responsible for providing 1st Line Support covering critical systems for external customers or internal staff, working within a dedicated team to monitor calls, emails, and automated alerts, and escalating where necessary. Providing support during business hours, the Service Desk Analyst will contribute to continuous improvement activities and work with the team to identify and improve internal processes to delight customers.

Requirements

• IT background and experience
• Customer facing/user support experience - Tier 1 and 2
• Extensive knowledge of Microsoft 365
• Proficient with operating systems, including Windows 10, Windows Server 2012-2019
• Basic working knowledge of server infrastructure and networking
• Technical troubleshooting in cloud and On-Prem environments
• Experience working with ticketing systems such as ServiceNow
• Knowledge and understanding of working to defined SLAs
• Understanding of IT workflows/ITIL practices

Benefits

• Competitive salary
• Opportunities for professional development and growth
• Collaborative and dynamic work environment