1st Line Service Desk Analyst - Customer-Focused

Global Technology Solutions Ltd.; England; On-site; GBP 26,000 - 32,000; Full time

Job summary

Global Technology Solutions Ltd. is seeking a customer-focused Service Desk Analyst to deliver high-quality 1st line support, log and triage incidents, and ensure requests are progressed within SLAs.

The role requires clear communication with clients and stakeholders and close collaboration with engineers and project teams. You will work in a B2B environment, using Microsoft Office, maintain accurate ticket updates, and contribute to knowledge-base documentation.

Qualifications

• Experience in a service desk or B2B customer-focused environment is desirable.
• Excellent written and verbal communication skills.
• Strong organisation, prioritisation and time-management skills.
• Comfortable working under pressure and meeting deadlines.
• Strong stakeholder management and relationship-building skills.
• ITIL awareness is desirable.

Responsibilities

• Manage and monitor incidents, service requests, problems and changes.
• Ensure tickets are accurately logged, prioritised and progressed within SLA.
• Provide professional and personable communication to clients and stakeholders.
• Deliver 1st line technical support and resolve issues where possible.
• Liaise with engineers, project teams, third-party helpdesks and clients.
• Maintain accurate ticket updates and provide regular status updates.
• Produce regular and ad-hoc reports and client knowledge-base documentation.
• Support the wider Service Desk and take ownership of assigned client accounts.

Skills

Excellent written and verbal comms

Strong organisation/time-management

Customer-service mindset

Experience in service desk/B2B

Tools

Microsoft Office

Job description

Global Technology Solutions Ltd. is seeking a customer-focused Service Desk Analyst to deliver high-quality 1st line support, log and triage incidents, and ensure requests are progressed within SLAs.

The role requires clear communication with clients and stakeholders and close collaboration with engineers and project teams. You will work in a B2B environment, using Microsoft Office, maintain accurate ticket updates, and contribute to knowledge-base documentation.