At a Glance
- Tasks: Deliver expert support and manage IT service requests with a focus on user satisfaction.
- Company: Join a leading IT services company dedicated to innovation and excellence.
- Benefits: Enjoy a competitive salary, health benefits, and opportunities for professional growth.
- Other info: Dynamic work environment with 24/7 service availability and career advancement opportunities.
- Why this job: Make a real impact by improving IT service management and mentoring junior team members.
- Qualifications: 3-5 years of Service Desk experience and strong problem-solving skills.
The predicted salary is between 29700 - 36300 £ per year.
Seeking a Senior Service Desk professional with 3 to 5 years of experience to deliver expert support and management of IT service requests and incidents.
Job Description
Provide high-quality Service Desk support ensuring timely resolution of user issues and service requests.
Manage IT service requests and incidents efficiently using industry standard tools and processes.
Collaborate with cross functional teams to improve IT service management and implement best practices.
Continuously update technical knowledge related to Service Desk operations and emerging technologies.
Ensure adherence to ITIL frameworks and maintain service level agreements (SLAs).
Participate in knowledge sharing, documentation and process improvement initiatives to enhance team performance.
- Roles and Responsibilities
- Manage and resolve incidents and service requests logged through Service Desk platforms ensuring high customer satisfaction.
Monitor and maintain IT service operations to prevent service disruptions.
Act as an escalation point for complex Service Desk issues providing advanced support as needed.
Conduct root cause analysis for recurring incidents and implement corrective actions.
Maintain accurate records of all Service Desk activities in compliance with ITIL processes.
Participate in shift rotations and on call support to ensure 24X7 service availability.
- Mentor junior team members and support continuous improvement within the Service Desk team.
Communicate effectively with users to provide updates and guidance on issue resolution.
Escalate unresolved problems to higher levels of support when necessary, and provide advice on online security and best practices to end users.
- Seniority Level
- Mid-Senior level
- Employment Type
- Full-time
- Job Function
- Information Technology
- Industries
- IT Services and IT Consulting
- #J-18808-Ljbffr
Service Desk Analyst employer: Talent Search Technology
As a leading IT services provider, we pride ourselves on fostering a collaborative and innovative work culture that empowers our employees to excel. Our Service Desk Analysts benefit from ongoing professional development opportunities, competitive compensation, and a supportive environment that values teamwork and knowledge sharing. Located in a vibrant area, we offer a dynamic workplace where your contributions directly impact our success and customer satisfaction.
