IT Service Desk Analyst

Your new company

Join a dynamic and forward-thinking public service dedicated to providing exceptional IT services. The team is committed to providing critical IT support services across the organisation.

Your new role

As an IT Service Desk Analyst, you will be the first point of contact for all IT-related incidents and requests. Your primary responsibilities will include managing, evaluating, and resolving 1st line IT requests and faults, ensuring they are addressed to agreed standards and SLAs. You will communicate with IT users, interpret technical resolutions, and offer advice and training guidance. Building strong relationships across the organisation and with external suppliers will be key to achieving resolutions and delivering service improvements.

• Provide excellent customer care via telephone, email, video conferencing, instant messaging, and in person.
• Act as the first point of contact for all IT-related incidents, ensuring updates are provided to users and recorded accurately.
• Handle 1st line requests such as password resets and user access issues.
• Assign tickets to the appropriate IT team or external team, ensuring a smooth handover of issues.
• Identify and alert staff to potential or emerging IT problems using trends in incidents.
• Issue and update Service Advisory Notices and announcements during system failures.
• Maintain accurate IT documentation, records, and schedules, ensuring processes are current and effective.
• Be an ambassador for the department, promoting excellent customer service and treating everyone with dignity and respect.

What you’ll need to succeed

• Excellent customer service skills and the ability to communicate effectively with users at all levels.
• Ability to manage and prioritise competing demands while maintaining high user satisfaction.
• Strong problem-solving skills and the ability to interpret and apply technical information.

What you’ll get in return

• Competitive salary and benefits package.
• Opportunities for professional development and career growth.
• A supportive and collaborative work environment.
• The chance to make a significant impact on the IT services and user satisfaction.

What you need to do now

If you’re interested in this role, click ‘apply now’ to forward an up-to-date copy of your CV, or call us now.

If this job isn’t quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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