IT Service Desk Analyst

Avance Consulting; Chester; On-site; GBP 18,000 - 24,000; Full time

Job summary

Avance Consulting is seeking an IT Service Desk Analyst to join the Shift-based helpdesk. You will handle incoming requests, follow agreed procedures, and provide first-line troubleshooting to keep users productive.

You will log incidents, classify issues, and monitor queues to meet SLAs, coordinating with other teams as needed. Strong communication skills and ServiceNow familiarity are essential for success.

Qualifications

• Experience in a Technical Service Desk environment.
• Familiarity with the ServiceNow platform.
• Ability to troubleshoot and research application issues.
• Strong verbal and written communication with End Users.
• Ability to prioritise and multitask.
• Adherence to Service Desk procedures.

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.
• Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
• Monitoring queues to ensure SLAs are maintained.
• Assigning the tickets which are out of scope to Service Desk/Other Teams
• Coordinating tickets that cross organizational boundaries to ensure customer satisfaction

Skills

Technical Service Desk

ServiceNow

Multilingual communication

Troubleshooting

Explain technical information

Prioritisation & multitasking

Procedural adherence

Team player

Idea sharing

Willingness to learn

Effective communication

Tools

ServiceNow

Job description

• 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
• Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
• Monitoring queues to ensure SLAs are maintained.
• Assigning the tickets which are out of scope to Service Desk/Other Teams
• Coordinating 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 language(s)
• Demonstrate ability to troubleshoot and research application issues.
• Ability to explain technical information to End Users with effective verbal and written communication.
• Be able to set priorities and handle multiple tasks. Ability to determine the priority of a problem and act accordingly.
• Adhere to Service Desk processes and procedures.
• Present a positive, effective, and flexible contribution to 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 be open to consider different ideas and alternatives.