24x7 Service Desk Pro — Fast IT Support & Customer Care

Hexaware Technologies; Birmingham; Hybrid; GBP 23,000 - 32,000; Full time

Job summary

Hexaware Technologies in the United Kingdom is seeking a proactive Service Desk Analyst to provide first-line IT support and ensure high customer satisfaction. You will be the primary contact for IT incidents, delivering timely resolutions and adhering to SLAs.

This role suits individuals passionate about exceptional customer support in a 24x7 environment, with hybrid work and opportunities to contribute to service improvements.

Qualifications

• Bachelor's degree or diploma in IT/CS preferred.
• 1–5 years in a Service Desk/IT Support role.
• Strong customer service and communication skills.

Responsibilities

• Serve as the first point of contact for customers via phone, email, chat, or ticketing systems.
• Log, categorize, prioritize, and track incidents and service requests per ITIL practices.
• Diagnose and troubleshoot hardware, software, network, and app issues.
• Resolve first-level issues and escalate complex incidents as needed.
• Provide regular updates to users on incident/service request status.
• Monitor queues to ensure SLA compliance and timely resolutions.
• Assist with user account management including password resets and provisioning.
• Document incidents, resolutions, and knowledge base entries.

Skills

Customer service

Communication

Troubleshooting

ITIL knowledge

Multi-tasking

Global support

Education

Bachelor's degree or diploma in IT/CS

Tools

ServiceNow

Jira

Remedy

Job description

Hexaware Technologies in the United Kingdom is seeking a proactive Service Desk Analyst to provide first-line IT support and ensure high customer satisfaction. You will be the primary contact for IT incidents, delivering timely resolutions and adhering to SLAs.

This role suits individuals passionate about exceptional customer support in a 24x7 environment, with hybrid work and opportunities to contribute to service improvements.