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 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.
