Essential Duties and Responsibilities
- ✅ Work as part of the Shift system on the IT Service Desk
- ✅ Receives and handles requests for service, following agreed procedures
- ✅ 1st line support: troubleshooting of IT related problems
- ✅ Promptly allocates calls as appropriate
- ✅ Logs incidents and service requests and maintains relevant records
- ✅ Identifies and classifies incident types and service interruptions
- ✅ Records incidents, cataloging them by symptom and resolution
- ✅ Monitors queues and assigns tickets to appropriate resources for troubleshooting and ticket resolution
- ✅ Monitors queues to ensure SLAs are maintained
- ✅ Assigns tickets that are out of scope to Service Desk / Other Teams
- ✅ Coordinates tickets that cross organizational boundaries to ensure customer satisfaction
Skills Required
- ✅ Technical Service Desk background
- ✅ Familiarity with ServiceNow
- ✅ Multi-lingual effective and fluent communication in English and Spanish (Spanish: Native / almost native)
- ✅ Excellent customer service skills
- ✅ Ability to troubleshoot and research application issues
- ✅ Ability to explain technical information to end users through effective verbal and written communication
- ✅ Ability to set priorities and handle multiple tasks
- ✅ Ability to determine the priority of a problem and act accordingly
- ✅ Adherence to Service Desk processes and procedures
- ✅ Positive, effective, and flexible contribution toward achieving team targets and objectives
- ✅ Highly effective team player
- ✅ Openly and willingly shares ideas, knowledge, and expertise
- ✅ Communicates constructively
- ✅ Willingness to learn new skills and remain open to different ideas and alternatives
Service Desk Analyst in Cardiff employer: E-Solutions
E-Solutions is an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation in the heart of Warwick. Employees benefit from comprehensive growth opportunities, competitive remuneration, and a supportive environment that values their contributions to the Digital Workplace. With a focus on Agile methodologies and cutting-edge technologies, this role not only promises meaningful work but also the chance to lead impactful projects within a forward-thinking team.
