Service Desk Analyst

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

We are seeking a customer-focused and proactive Service Desk Analyst to provide first-line IT support to end users and ensure a high level of customer satisfaction. The successful candidate will act as the primary point of contact for IT-related incidents and service requests, delivering timely resolutions and excellent customer service while adhering to defined SLAs.

This role is ideal for an individual passionate about providing exceptional customer support, resolving technical issues efficiently, and contributing to a high-performing service desk team in a dynamic 24x7 support environment.

Key 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 in accordance with ITIL best practices.
• Diagnose and troubleshoot hardware, software, network, and application-related issues.
• Resolve first-level support issues and escalatE complex incidents to appropriate support teams when necessary.
• Provide regular updates to users regarding the status of their incidents and service requests.
• Monitor ticket queues to ensure SLA compliance and timely issue resolution.
• Assist users with account management activities, including password resets, access requests, and user provisioning.
• Maintain accurate documentation of incidents, resolutions, and knowledge base articles.
• Participate in continuous service improvement initiatives to enhance customer experience and operational efficiency.
• Support onboarding and offboarding activities, including user setup and equipment allocation.
• Collaborate with technical teams, vendors, and business stakeholders to resolve customer issues effectively.

Required Skills & Qualifications

• Bachelor's degree or diploma in Information Technology, Computer Science, or a related field (preferred).
• 1 to 5 years of experience in a Service Desk, Help Desk, or IT Support role.
• Strong customer service and communication skills.
• Experience working with ticketing tools such as ServiceNow, Jira, Remedy, or similar platforms.
• Good troubleshooting skills across Windows operating systems, Microsoft 365, Active Directory, Networking and common business applications.
• Basic knowledge of networking concepts, VPNs, remote connectivity, and endpoint devices.
• Familiarity with ITIL processes and service management principles.
• Ability to work in a fast-paced environment and manage multiple priorities.

Preferred Qualifications

• Microsoft, CompTIA A+, or other relevant technical certifications.
• Experience supporting remote and global users.
• Knowledge of Azure, Intune, Teams, and Networking Skills

Work Arrangement & Shift Requirements

• Hybrid work model with a minimum of 3 days per week from the office.
• Must be willing to work in a 24x7 rotational shift environment, including weekends and public holidays as required.
• Flexibility to support global customers across multiple time zones.
• Willingness to participate in on-call support and shift rotations when required.